Network Administrator - VoIP (Vacancy)

Definition

City of Columbus is seeking a highly skilled and experienced Voice Administrator to manage and optimize our critical voice communication systems. This role will be responsible for the day-to-day administration, configuration, maintenance, and troubleshooting of our TalkDesk cloud contact center platform and Cisco Unified Communications Manager (CUCM) environment. The ideal candidate will possess a strong understanding of VoIP technologies, excellent problem-solving abilities, and a proven track record of managing complex voice systems.

Responsibilities:

• Administer and maintain the TalkDesk cloud contact center platform, including user management, call flow configuration, routing rules, reporting, and integrations.

• Configure, manage, and troubleshoot Cisco Unified Communications Manager (CUCM), including call routing, dial plans, voice gateways, and voicemail systems.

• Monitor voice system performance and identify areas for optimization and improvement.

• Implement and maintain security protocols for voice systems.

• Collaborate with IT and other departments to ensure seamless integration of voice systems with other business applications.

• Provide technical support and training to end-users on voice communication tools and features.

• Document system configurations, processes, and troubleshooting procedures.

• Stay up to date with the latest advancements in VoIP technologies and best practices.

• Participate in on-call rotation for critical voice system issues.

• Manage vendor relationships for voice-related services.

• Assist in the planning and implementation of voice system upgrades and migrations.

Under direction, is responsible for the reliable operation, maintenance, installation, design, and development of network infrastructure; performs related duties as required.

Examples of Work

(Any one position may not include all of the duties listed, nor do the examples cover all of the duties that may be performed.)

Oversees and/or participates in the operation and administration of network hardware and connectivity components such as routers, switches, gateways, local area networks, wide area networks, internet, intranet, and/or other network infrastructure components and related;

Installs and operates routers, switches, and other related network equipment; loads network applications and tests new or redesigned network systems to ensure performance standards are met;

Operates Voice over Internet Protocol (VoIP) system utilizing VoIP VLANS, gateways, and various customized options in the expansion of the City’s VoIP;

Coordinates the installation of wireless technologies such as wireless LAN, Point-to-Point and Point-to-MultiPoint for remote site connectivity; works with wireless controllers for the management of the wireless devices;

Troubleshoots network and high-speed telecommunications circuits using network diagnostic equipment software; analyzes and resolves more complex or recurrent network problems; provides technical assistance to network and desktop support personnel; closes help desk tickets as problems or maintenance work are resolved or completed;

Evaluates requirements for and components of systems, networks, and software products for applicability and adaptation; makes recommendations to management; provides input forthe purchase of, and oversees the installation and support of, network equipment;

Evaluates and tests network accessibility and security; implements security priorities; identifies and resolves security-related events and follows security escalation procedures; assists in developing security policies and procedures; makes modifications to security system as needed;

Provides planning and support for enterprise installations; provides documentation and design specifications to support current and planned network equipment configurations;

Installs, tests, and maintains open systems solutions in an enterprise client-server environment;

Maintains accurate documentation and administrative information for all network related data including topologies, wiring, network settings, and software and hardware inventories;

Oversees work of technical support personnel involved with data backup, archival functions, and network monitoring functions;

Coaches network technicians in the performance of their duties raising their overall technical knowledge;

Stays abreast of new technologies and industry standards.

Minimum Qualifications

Possession of a bachelor’s degree and two (2) years of experience in network infrastructure engineering, analysis, support, or administration in a multi-user environment. Substitution(s): Additional experience as listed above may substitute for the required education on a year-for-year basis.

Possession of a valid driver’s license.

OR

Possession of a valid certification as a Cisco Certified Network Associate (CCNA) or higher/comparable certification and four (4) years of the experience listed above.

Possession of a valid driver’s license.

Test/Job Contact Information

Recruitment #: 25-0522-V1

Employment Type: Full-Time (Regular)

Should you have questions regarding this vacancy, please contact:

Kimberly Hetterscheidt

Department of Technology

Division of Information Services

1111 E Broad St

Columbus, Ohio 43205

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The City of Columbus is an Equal Opportunity Employer