Job-Specific Essential Duties and Responsibilities:
- Provide senior-level engineering and operational support for enterprise VoIP and VTC platforms across on-premises, cloud, and hybrid environments.
- Design, configure, and optimize network components supporting voice and video traffic, including QoS, VLANs, routing, and network segmentation.
- Perform advanced Tier 2 and Tier 3 troubleshooting for call quality, connectivity, and conferencing issues, ensuring rapid resolution of mission-critical communications disruptions.
- Execute upgrades, migrations, and network changes for collaboration and communications platforms, ensuring minimal service disruption and adherence to change management processes.
- Support operations and maintenance of telecom infrastructure, including provisioning, break-fix activities, and service restoration for large-scale UC environments.
- Collaborate closely with the Telecoms SME to resolve complex technical issues and support architecture alignment and optimization initiatives.
- Ensure integration and interoperability across voice, video, and network platforms, maintaining service quality and reliability.
- Support disaster recovery (DR) planning, testing, and execution, including maintaining runbooks, validating backups, and supporting restoration efforts during incidents.
- Perform capacity planning and scalability analysis, leveraging performance and utilization data to support growth and optimization of telecom services.
- Maintain accurate technical documentation, including configurations, SOPs, and operational procedures to support governance, compliance, and knowledge management.
Job-Specific Minimum Requirements:
- Ability to obtain and maintain a Public Trust is required. An active Public Trust and/or DHS suitability is preferred. Must be a U.S. Citizen without dual citizenship.
- Bachelor’s degree in Telecommunications, Network Engineering, Information Technology, or a related field (or equivalent experience).
- 7+ years of experience in telecommunications engineering, network engineering, or unified communications roles.
- Demonstrated experience supporting enterprise VoIP, VTC, and unified communications platforms in large-scale environments.
- Hands-on experience configuring and optimizing network components for voice/video traffic, including QoS, VLANs, and routing.
- Proven experience performing Tier 2 and Tier 3 troubleshooting for telecom and UC-related issues.
- Experience executing upgrades, migrations, and configuration changes in accordance with change management processes.
- Experience supporting operations and maintenance (O&M) of telecom infrastructure, including provisioning and break-fix activities.
- Demonstrated experience supporting disaster recovery planning, testing, and execution, including backup validation and recovery processes.
- Ability to analyze performance, utilization, and capacity data to support scalability and optimization.
- Experience maintaining technical documentation, runbooks, and SOPs.
- Ability to collaborate across network engineering, operations, and architecture teams in mission-critical environments.
Preferred Skills and Qualifications:
- Cisco Certified Network Professional (CCNP) Collaboration, CCNP Enterprise, or equivalent certification.
- Experience supporting federal government environments.
- Experience supporting large-scale VoIP environments (thousands of endpoints).
- Familiarity with hybrid cloud communications architectures.
- Experience supporting VoIP, VTC, and collaboration platforms in high-availability environments.
- Knowledge of ITIL-based ITSM/ITOM processes, especially change and release management.
- Strong troubleshooting skills in complex, multi-system telecom environments.
- Ability to support concurrent incidents and planned changes without service degradation.
- Strong communication and collaboration skills across technical teams.
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