Senior Voice Engineer

JOB PURPOSE:

Designs, implements and maintains moderately and highly complex telecommunications infrastructure for

the enterprise. Responsible for day-to-day support as well as afterhours support in an on-call rotation with

focus on new implementations, pro-active monitoring and problem resolution. This includes management

and administration of the infrastructure and associated software, including Cisco Call Manager, call

accounting systems, voice mail, interactive voice response, video conferencing systems and web

conferencing systems.

KEY RESPONSIBILITIES:

1. Performs design, implementation, maintenance and monitoring of Cisco Unified Collaboration (UC) environments.

2. Resolves complex incidents and service requests independently.

3. Generates utilization reports related to telecommunications equipment and services.

4. Maintains telecommunications inventory and database of phone numbers, parts and supplies.

5. Provide support to telecom infrastructure initiatives in the areas of Cisco Call Manager, voicemail, video conferencing and web conferencing

6. Provides server level support of the telecommunications environment including backup, capacity monitoring and server rebuild with vendor support.

7. Independently provides basic and complex administration of the telecom environments.

8. Assists with developing technical reference architecture and enterprise standards for Cisco collaboration environments.

9. Assists in selection of new hardware and software services and/or vendors.

10. Keep current on new and innovative collaboration technologies and makes recommendations.

11. Updating telecom documentation including written narrative and Visio diagrams.

12. Provides design and complex installations for new facilities.

13. Processes service requests, coordinates with technicians and/or vendors, and schedules services to meet construction and other special projects.

14. Performs other duties as assigned.

15. Completes tasks given to accomplish group goal, functions as team member. Is polite, fair, and

tactful when working with others, and responds in a timely manner.

KNOWLEDGE, SKILLS, ABILITIES

• Skill and ability to communicate effectively both verbally and in-writing.

• Decision Making – Able to make independent decisions using provided information, and some research, with consultation from others. Scope at team level. Able to provide input into decisions impacting Piedmont services.

• Analysis and Problem Solving – Able to analyze more complex situations and determine solutions based on individual research and some provided information. Scope at individual or team level.

• Communication – Able to communicate ideas and information to team and customers using a variety of media. Good written, verbal, and presentation skills at peer, customer, and leadership level. Able to work within ITIL and PMI frameworks.

• Fiscal Responsibility - Utilizes Piedmont resources responsibly and cost efficiently. Able to offer suggestions for improved costs savings.

• Process Adherence – Adheres to all defined organizational processes.

• Time Management – Able to make effective use of time under little supervision and setting own priorities.

• Mentoring – Effectively mentors junior team members on specific projects or in specific areas of job.

#LI-POST #GD

MINIMUM EDUCATION REQUIRED:

High school diploma or equivalent required.

MINIMUM EXPERIENCE REQUIRED:

Four (4) years of work experience including hands-on knowledge of the installation, implementation, and maintenance of telecommunications equipment, video conferencing equipment, and voice/data equipment, including current versions of Cisco Call Manager is required.

MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:

None.

ADDITIONAL QUALIFICATIONS:

Cisco Certified Network Analyst – Voice (CCNA-Voice) is preferred.