Telecomm/ VOIP Engineer

PEOPLE TECHNOLOGY AND PROCESSES LLC

2d•Onsite

About The Position

This position supports a post-Voice Modernization (VMOD) Inside Plant (ISP) environment, with primary emphasis on enterprise VoIP service delivery, customer support, call control administration, and Emergency 911 (E911) location accuracy. The role is customer-facing and operationally critical to ensuring reliable, secure, and compliant voice services across the installation. Responsibilities include, but are not limited to: Serves as the Alternate Inside Plant Section Chief in the absence of the ISP Section Chief. Perform operations and maintenance (O&M) of post-VMOD Inside Plant voice services, with emphasis on VoIP platforms, call routing, user provisioning, and service assurance, rather than legacy TDM switching. Provide day-to-day administration of VoIP services, including user profiles, device configuration, class of service, feature activation, and troubleshooting of IP-based voice endpoints. Serve as a primary customer service interface for voice services, resolving user issues related to call quality, voicemail, softphones, desk phones, mobility features, and service availability. Configure, modify, and remove VoIP and analog gateway circuits, ensuring proper integration with the enterprise network and adherence to cybersecurity and configuration standards. Administer and maintain voicemail systems and user accounts; experience with Callegra Callware or equivalent VoIP voicemail platforms preferred. Ensure Emergency 911 (E911) service accuracy, including: Validation of station-level and user-based location data Coordination of adds, moves, and changes (MACs) to maintain accurate Public Safety Answering Point (PSAP) & Altenate AT&T (IP-FLEX) records Troubleshooting E911 call routing, location discrepancies, and compliance issues Monitor and troubleshoot VoIP trunks, SIP services, gateways, and session management components to ensure high availability and call quality. Perform preventive maintenance and fault isolation for ISP voice infrastructure, identifying issues related to software, hardware, network dependencies, or configuration errors. Maintain accurate voice service documentation, including call routing diagrams, user records, E911 location mappings, circuit inventories, and configuration records within the Telephone Management System (TMS) or equivalent platform. Execute work order and trouble ticket administration, ensuring timely response, accurate documentation, and customer communication throughout resolution. Support remote diagnostics, component replacement, emergency service restoration, and technical documentation updates as required. Coordinate with vendors and service providers for circuit installations, VoIP services, and troubleshooting activities. Maintain strong customer rapport, proactively communicating service impacts, changes, and resolutions in a professional, service-oriented manner. Support quality assurance and post-deployment validation, ensuring voice systems and services operate as designed following modernization or configuration changes. Comply with all safety, security, and regulatory requirements, including DoD training, Information Assurance, and site-specific policies. Perform other duties as assigned in support of contract requirements.

Requirements

Strong working knowledge of enterprise VoIP architectures, call processing, and IP-based voice services.
Experience supporting VoIP endpoint provisioning, troubleshooting, and service assurance in a large organizational environment.
Familiarity with network fundamentals impacting VoIP performance (latency, jitter, VLANs, QoS).
Familiarity with configuring SIP based Session Boarder Controllers/routers (Ribbon SBC-2000), or equivalent to include establishing route pathways interfacing local facilities.
Ability to install, terminate, and troubleshoot CAT6 wiring and isolate problems in fiber cabling, including ST, SC, and LC connections.
Ability to install and maintain CAT3 type Main Distribution Frame (MDF) wiring platforms supporting analog service media-gateways interfacing facilities not capable of receiving VoIP/SIP services.
Experience with test and diagnostic equipment such as TDR, fault locators, OTDR, and related tools.
Proficient in technical documentation and administrative reporting, including use of Microsoft Office applications.
DoD 8570 IAT Level 2.
At least one of the following must be current and maintained: CCNA Security: Cisco Certified Network Associate Security (CCNA) demonstrates you have the skills needed to develop a secure infrastructure and mitigate cyberthreats. CySA+: This is an intermediate-level exam for security professionals focusing on vulnerability and threat analysis. GICSP: The Global Industrial Cyber Security Professional demonstrates your knowledge to secure critical infrastructure assets. GSEC: GIAC® Security Essentials is a certification exam that demonstrates hands-on IT security capability. Security+ CE: Security+ is a CompTIA exam focusing on cybersecurity issues. CND: EC-Council’s Certified Network Defender (CND). The certificate is used to demonstrate knowledge in defensive cyber operations (Blue-Teaming). The CND certification teaches IT professionals about defensive mechanisms when protecting IT Systems against cyberattacks. SSCP: Systems Security Certified Practitioner shows you have the skills needed to manage and monitor IT infrastructures and apply security policies.

Nice To Haves

Preferred experience with Army I3A and C4IM standards and installation-level telecommunications environments.
BICSI certification or training preferred.

Responsibilities

Serves as the Alternate Inside Plant Section Chief in the absence of the ISP Section Chief.
Perform operations and maintenance (O&M) of post-VMOD Inside Plant voice services, with emphasis on VoIP platforms, call routing, user provisioning, and service assurance, rather than legacy TDM switching.
Provide day-to-day administration of VoIP services, including user profiles, device configuration, class of service, feature activation, and troubleshooting of IP-based voice endpoints.
Serve as a primary customer service interface for voice services, resolving user issues related to call quality, voicemail, softphones, desk phones, mobility features, and service availability.
Configure, modify, and remove VoIP and analog gateway circuits, ensuring proper integration with the enterprise network and adherence to cybersecurity and configuration standards.
Administer and maintain voicemail systems and user accounts; experience with Callegra Callware or equivalent VoIP voicemail platforms preferred.
Ensure Emergency 911 (E911) service accuracy, including: Validation of station-level and user-based location data Coordination of adds, moves, and changes (MACs) to maintain accurate Public Safety Answering Point (PSAP) & Altenate AT&T (IP-FLEX) records Troubleshooting E911 call routing, location discrepancies, and compliance issues
Monitor and troubleshoot VoIP trunks, SIP services, gateways, and session management components to ensure high availability and call quality.
Perform preventive maintenance and fault isolation for ISP voice infrastructure, identifying issues related to software, hardware, network dependencies, or configuration errors.
Maintain accurate voice service documentation, including call routing diagrams, user records, E911 location mappings, circuit inventories, and configuration records within the Telephone Management System (TMS) or equivalent platform.
Execute work order and trouble ticket administration, ensuring timely response, accurate documentation, and customer communication throughout resolution.
Support remote diagnostics, component replacement, emergency service restoration, and technical documentation updates as required.
Coordinate with vendors and service providers for circuit installations, VoIP services, and troubleshooting activities.
Maintain strong customer rapport, proactively communicating service impacts, changes, and resolutions in a professional, service-oriented manner.
Support quality assurance and post-deployment validation, ensuring voice systems and services operate as designed following modernization or configuration changes.
Comply with all safety, security, and regulatory requirements, including DoD training, Information Assurance, and site-specific policies.
Perform other duties as assigned in support of contract requirements.