Network Engineer - Project Lead - Telephony Engineer

Key Responsibilities

• Provide operational and advanced telephony administration, including move/add/change/disconnect requests for voice, voicemail, conferencing, safety devices, IVR, vectoring, call center, and unified communications services.

• Maintain accurate 911 location information and deliver exceptional, professional customer service to build and maintain operational credibility.
• Create detailed technical documentation and knowledge base articles for internal and customer use; track work and labor hours in designated IT systems.
• Provide advanced technical support for projects and serve as lead for tasks required to maintain telephony network systems.
• Research, design, maintain, and implement improvements to the enterprise telephony network, including advanced system/hardware configuration and installation of media gateways, telephones, and safety devices.
• Develop and document standards, processes, and configurations; perform quality assurance testing.
• Work with vendors on provisioning new circuits and resolving outages; analyze and evaluate vector routing, ARS routing tables, and route patterns to ensure efficient operation.
• Diagnose and resolve related issues; survey existing telephone systems and recommend technologies to solve discrete problems.
• Provide technical input and recommendations for the strategic direction of enterprise telephony services; serve as primary escalation point for technical work.
• Provide operational and engineer-level support for the enterprise telephony network and unified communications, including responding to customer incident tickets and coordinating multi-team efforts to resolve outages quickly.
• Perform advanced maintenance and repair to ensure optimal performance and long-term efficiency; identify automation opportunities and work with the Automation team to implement them.
• Monitor telephony and network systems to increase proactive problem resolution and ensure maximum uptime; maintain accurate system documentation, including diagrams, as enhancements are made.
• Adhere to all Incident Management and Change Management processes.

Required Skills

• 2+ years of experience with Avaya on-premises PBX systems.

• 2+ years of experience administering VoIP and unified communications platforms.
• 2+ years of experience with SIP, RTP, QoS, dial plans, call routing, and voice gateway technologies.
• 2+ years of experience troubleshooting voice quality, call routing, carrier connectivity, and E911 services.
• 2+ years of experience with telecommunications infrastructure, including voice circuits, session border controllers (SBCs), and PSTN integration.

Preferred Skills

• Experience designing, implementing, and supporting enterprise cloud-based telephony solutions, including migration from on-premises telephony platforms to cloud-based services.

Education & Certifications

Additional Skills & Requirements

• Moderately complex to complex knowledge of telephone network services and network design methods.
• Ability to present technical and non-technical reports in a clear and concise manner.
• Ability to establish effective working relationships with vendors, management staff, and users.
• Advanced knowledge of systems administration techniques and tools.
• Strong interpersonal and communication skills, with the ability to manage multiple, shifting priorities.