Senior Cisco Voice Engineer

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Senior Cisco Voice Engineer

Salary

$59,809.62 - $132,095.08 Annually

Location

Fort Myers, FL

Job Type

Full-Time Regular

Job Number

07143KC

Department

Innovation and Technology

Opening Date

06/20/2024

Closing Date

7/11/2024 11:59 PM Eastern

• Description

• Benefits

• Questions

Description

The Telecom Senior Cisco Voice Engineer is a technical senior position responsible to perform various work functions in support of the Telecom team. This position will require an in-depth technical knowledge of phone systems to facilitate the install and management of the CISCO VOIP phone system and associated components. A working knowledge of telecommunication networks and their supporting systems is also required.

In addition, this position will be involved in project tasks, and provide industry knowledge in performing basic and advanced tasks associated with telecom responsibilities. The Telecom Engineer will provide high-level input to any system architecture changes that includes proper documentation and facilitate training to peers. This role will be required to interact with customers and various internal/external organizations to ensure deliverables are met.

Duties and Responsibilities

The Senior Cisco Voice Engineer plays a critical role in ensuring the health, stability, and efficient operation of the County’s telecommunications infrastructure. This position involves oversight of Cisco phone systems. Here are the key responsibilities:

• System Health and Stability:

• Oversees the overall health and stability of the telecommunications systems. This includes monitoring system performance, identifying issues, and implementing corrective measures.

• They collaborate with the Telecom Team Lead to coordinate vendor activities, maintenance, and upgrades. The goal is to minimize downtime and minimize impact on end users.

• Capacity Planning and Optimization:

• Proactively monitoring system resources is essential. The manager ensures optimal performance by analyzing resource usage and planning for future growth.

• They work closely with the Telecom Team Lead to develop capacity plans that accommodate increasing demands.

• Help Desk Support and Incident Resolution:

• Routine system tasks and Help Desk tickets fall under the senior’s purview. They resolve issues promptly, adhering to service level guidelines and maintaining excellent customer service.

• Their expertise in Cisco systems ensures efficient incident resolution.

• Customer Interaction and Solutions:

• Building strong customer relationships is crucial. The senior interacts with customers to understand their needs, assess available resources, and recommend optimal solutions.

• They act as a bridge between technical capabilities and user requirements.

• Vendor Management and Product Recommendations:

• Managing technological aspects of the system involves evaluating vendor products and services.

• The manager collaborates with the Telecom Lead to recommend system upgrades and select suitable products/services.

• Staff Training and Mentorship:

• The manager assists in training and mentoring staff, ensuring they stay informed about system changes and best practices.

• Software Administration:

• Providing software-oriented administrative support on Cisco communication platforms is part of their role. They handle Telecom Tickets related to end-user break/fix repair, as well as move, add, and change (MAC) requests.

In summary, the Senior Cisco Voice Engineer is a pivotal figure in maintaining reliable communication systems for the County. Their technical expertise, customer-centric approach, and proactive management contribute to seamless operations and user satisfaction.

Education, Experience, Licensing

Education and Experience:

• Requires any combination of education and experience equivalent to:

• Bachelor’s Degree in information technology, computer science, or a closely related field.

• Two years of technical project management, information technology, or closely related experience.

Supplemental Information

• Technical Skills:

• Minimum 5 years of experience with Cisco Call Manager (CUCM).

Understanding and experience in Route Pattens, Media Resources, SIP Trunk, Translation Patterns, Call Flow, Device Mobility Profiles, License and Certificate Management.

• Minimum 5 years of CUC (Unity).

  Understanding and experience in System Call Handlers, Auto Attendants. Greetings, O365 integration, License and Certificate Management.

• Minimum 5 years of experience with Cisco UCCX.

Experience within Finesse, CUIC, and Scripting.

• Minimum 5 years of Calabrio.

Understanding of Agent Call recording setup, Device association, License and Cert Management.

• Minimum of 5 years of experience with CISCO Expressways.

Understanding of Mobility Users, and Certificate Management

• 3-5 years of knowledge in CUBE or Gateway Troubleshooting and Configuration.

Understanding of Sip Troubleshooting, MGCP, SRST, Dial-Peers, T1 configs, Dial-Plan Provisioning, DSP and codecs.

• Minimum 3 years of experience with INFORMACAST.

Provide configuration and system programming of services using the tool for broadcast services.

• General Skills and Knowledge:

• Familiarity with various telecommunication systems and practices.

• Understanding of wiring standards, system paging standards, and installation practices.

• Proficiency in using test equipment and diagnostic software.

• Physical ability to install and configure equipment, connections, wiring, and cable.

• Additional Qualifications:

• Strong computer skills, especially in word processing and spreadsheet programs.

• Prior customer service experience.

Learn more about Innovation and Technology here:

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this classification. All positions are subject to a criminal background check. A conviction in and of itself may not necessarily preclude employment. Some positions may be subject to a pre-employment drug screening. Certain service members and veterans, and the spouses and family members of such service members and veterans, who claim and meet eligibility requirements of veterans preference, receive preference and priority in employment and are encouraged to apply.

Lee County Board of County Commissioners offers a comprehensive, and affordable benefits package. Our Board works in the best interest of employees and strives to provide the most complete, high-quality benefits package available at the lowest possible cost to the employee. Our Board continues to remain steadfast in maintaining one of the lowest levels of employee costs in our area.

Lee County's benefits package is offered to both regular Full-time positions and Part-time positions that are regularly scheduled to work 60 hours or more bi-weekly. Medical benefits may be offered to On-Call, Temporary, Seasonal, and Intern employees who meet the Affordable Care Act eligibility criteria.

Lee County employees eligible to participate in the Florida Retirement System (FRS) are required to contribute 3% of each paycheck to FRS. If you have retired from the Florida Retirement Pension plan you will not be eligible for renewed membership in either of the FRS retirement plan options. Retirees of the Investment Plan are eligible for renewed membership in the Investment Plan only. FRS reemployment rules apply for both.

Below is a brief breakdown of what's included in the benefits package that is offered to our employees.

For a more detailed look into our benefits package, please click visit our webpage at https://www.leegov.com/hr/employees/benefitplans.

To view our employee paid premiums, please visit: https://www.leegov.com/hr/Documents/Employee%20Benefits/2024%20Benefits/2024%20Active%20Employee%20Rates.pdf

Health Benefits:

• Medical Insurance

• Plans include, but are not limited to: routine, preventative, mental health, hospitalization, and prescription drug benefits.

• Vision, Fitness, Weight Management, Natural Products and Services, and Hearing discount programs available.

• Dental Insurance

• Vision Insurance

• Flexible Spending Accounts

• Medical Reimbursement Account

• Dependent Care Reimbursement Account

• Pharmacy, including Mail-Order Pharmacy

• Informed Health Lines (Nurse Hotline)

• Basic Life Insurance (1x or 2x Annual Salary at no cost to employee)

• Optional Life Insurance

• Long-Term Disability (60% of pre-disability salary at no cost to employee)

• Short-Term Disability

• Sick Leave Pool

• Flu vaccinations

• Wellness Programs

Financial Benefits:

• Florida Retirement System (FRS)

• Two Retirement Plan Options:

1) FRS Pension Plan (Defined Benefit)

2) FRS Investment Plan (Defined Contribution)

• Deferred Compensation (457) Plans

• Financial Savings/Management Programs

• Eligible for membership with Suncoast Credit Union

• Employee Leave Benefits

• Holiday Pay - 11 Paid Holidays Annually

• Paid Sick Leave

• Paid Vacation Leave

• Bereavement & Civic Duty Leave

• Family and Medical Leave

• Military Family & Medical Leave

• Educational Leave

Employee Assistance Program

Services available to employees that offers guidance, support, resources and information for personal and work-life issues. Confidential and provided at no charge to employees and their dependents.

United Way 2-1-1 (Lee County Employee Resource Program)

Lee County BOCC has partnered with United Way 211 to provide an Employee Resource Program which assists BoCC employees who may be experiencing distress due to economic hardship, health or other factors.

Educational Assistance

Reimbursement for coursework taken at an accredited college or university that is designed to enhance the knowledge, skills and abilities relating to the official duties that the employees perform.

01

Please detail any blend of education and experience that matches or exceeds the standards set for a Bachelor's Degree in information technology, computer science, or a closely associated field, in addition to a minimum of two years' involvement in technical project management, information technology, or similar roles. Please provide details of your educational background and relevant professional experiences beyond simply referring to your resume.

Required Question

Agency

Lee County Government

Address

P.O. Box 398 ATT: Human Resources Fort Myers, Florida, 33902

Phone

(239) 533-2245

Website

https://www.governmentjobs.com/careers/leecounty

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