Telecommunications / Unified Communications Specialist (Senior)

DecisionPoint | Cortek•Chicago, IL

12d•Onsite

About The Position

DecisionPoint seeks a senior-level Telecommunications / Unified Communications Specialist to provide engineering and operational support for telecommunications services across the USMEPCOM ENLIST program. The role supports enterprise call management, VoIP, SIP, handsets, voicemail, voice applications, mobile devices, carrier services, and telecommunications cutovers. The specialist configures and registers devices, troubleshoots outages, coordinates service restoration, and supports telecommunications changes at USMEPCOM Headquarters, Military Entrance Processing Stations, Remote Processing Substations, and COOP facilities. The position works closely with Government representatives, network and systems teams, the Service Desk, field support, telecommunications carriers, DISA, vendors, and local service providers. The specialist also supports Government mobile-device enrollment and registration. Required PKI, mobile-device, and applicable DISA training and authorization must be completed and maintained before independently performing controlled enrollment or registration functions. The role is on-site in North Chicago, Illinois. After-hours work, on-call support, planned maintenance, emergency restoration, and travel to remote locations may be required. Telecommunications response may be required 24/7/365 during COOP exercises, activations, outages, or other operational events. Applicants acknowledge and consent to having their resumes included in an active competitive government contract bid. By submitting a resume, applicants also authorize DecisionPoint Corporation to share it and included personal information with subsidiaries, affiliates, and teaming partners for consideration for this and comparable positions.

Requirements

Active Secret clearance or higher.
Bachelor’s degree in information technology, information systems, or a related field, or equivalent professional experience where permitted by the applicable labor category.
At least eight years of relevant experience in telecommunications engineering, unified communications, VoIP, voice infrastructure, mobile-device services, or a related technical discipline.
Experience supporting enterprise call-management, SIP, handsets, voicemail, mobile devices, telecommunications carriers, and service restoration.
Experience configuring, registering, installing, and troubleshooting enterprise voice or unified-communications devices.
Experience diagnosing telecommunications outages and coordinating corrective actions with carriers, vendors, network teams, and service providers.
Experience supporting telecommunications cutovers, facility moves, service transitions, or technology refreshes.
Ability to possess or successfully complete and maintain Government-required mobile-device enrollment and PKI training and authorization before performing controlled enrollment functions.
Ability to complete and maintain applicable DISA training and authorization required for mobile-device registration.
Ability to maintain accurate incident, device, circuit, configuration, carrier, and technical documentation.
Ability to work on-site in North Chicago, Illinois.
Ability to support after-hours maintenance, on-call response, COOP activities, and critical outage restoration when required.
Strong written, verbal, customer-service, coordination, and technical problem-solving skills.
Ability to work effectively in a mission-critical on-site environment, with strong attention to detail, security, and authorization boundaries.

Nice To Haves

Experience supporting federal or Department of Defense telecommunications environments.
Experience administering Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Border Element, or comparable voice platforms.
Experience with SIP, RTP, SRTP, SCCP, H.323, MGCP, and related voice protocols.
Experience supporting voice gateways, session-border controllers, SIP trunks, dial plans, call routing, or emergency-calling services.
Experience with Microsoft Teams Phone, Cisco Jabber, Webex Calling, or comparable collaboration platforms.
Experience supporting Government mobile-device enrollment, PKI, CAC, derived credentials, or DISA registration processes.
Experience supporting COOP telecommunications services and continuity exercises.
Cisco Certified Network Associate certification.
Cisco Certified Network Professional Collaboration certification.
CompTIA Network+ or Security+ certification.
Microsoft 365 Certified: Teams Administrator Associate or another relevant Microsoft certification.
BICSI or another relevant telecommunications certification.
ITIL v4 Foundation certification.
Experience using ServiceNow or another enterprise IT service-management platform.

Responsibilities

Provide senior engineering and operational support for enterprise voice and unified-communications services.
Administer, maintain, update, and troubleshoot approved call-management platforms; support vendor, security, firmware, and software patches and platform upgrades.
Configure, test, install, register, relocate, replace, and remove VoIP handsets and related communications devices; support users, extensions, profiles, calling permissions, and assigned features.
Maintain approved dial plans, call-routing configurations, number assignments, hunt groups, call queues, and related voice settings.
Troubleshoot voice quality, call routing, registration, signaling, media, voicemail, feature, connectivity, SIP trunk, gateway, carrier, session, and call-establishment issues.
Support voicemail, softphone clients, call recording, collaboration tools, Jabber, Microsoft Teams voice, or comparable Government-approved communications services where implemented.
Coordinate changes affecting call routing, trunks, gateways, voicemail, emergency calling, and other enterprise voice services.
Support telecommunications cutovers for facility moves, technology refreshes, service transitions, and carrier changes; develop plans, checklists, validation steps, communication plans, and rollback procedures.
Coordinate cutover activities with carriers, vendors, local service providers, network teams, site personnel, and Government representatives; validate calling and other required functions after cutovers.
Support landline, VoIP, fax, IP and analog speaker, SIP trunk, mobile-device, hotspot, and related telecommunications services.
Coordinate maintenance and restoration with commercial carriers, DISA, utilities, vendors, and other service providers; open, update, escalate, and monitor trouble tickets through restoration.
Maintain incident timelines, service-provider updates, actions, dependencies, and restoration details; provide outage technical information to the Service Desk and Outage Response Team.
Isolate telecommunications incident sources, implement approved temporary workarounds or rerouting, and confirm service restoration through technical testing and validation with affected users or locations.
Support incident reports and root-cause analyses with logs, configurations, carrier information, actions, timelines, and preventive recommendations.
Perform or coordinate telecommunications cabling from the demarcation point or call-management environment to communications devices; support telecom-room, rack, patch-panel, gateway, and handset documentation.
Support telecommunications services at the USMEPCOM COOP site and coordinate local service providers for landline and telecommunications support during exercises or activation.
Support 24/7/365 telecommunications response during COOP exercises, activations, outages, or other operational events.
Configure, issue, reset, troubleshoot, recover, and support Government mobile devices; register approved phones, tablets, hotspots, and related devices using authorized Government and DISA processes.
Complete approved mobile-device enrollment and configuration; support PKI-enabled functionality, certificates, authentication, and approved secure-access requirements.
Track mobile-device distribution, assignment, return, replacement, configuration, and registration status; pull and report usage information when authorized and requested.
Coordinate mobile-device activation, suspension, replacement, number transfer, and service termination with carriers and Government representatives.
Maintain separation of duties and comply with Government authorization boundaries for device registration and enrollment; protect sensitive subscriber, device, account, certificate, and usage information.
Maintain procedures for handset registration, mobile-device enrollment, PKI enablement, carrier escalation, cutovers, outage response, and service restoration.
Develop field guides, troubleshooting guides, checklists, training materials, diagrams, and standard operating procedures; provide training, demonstrations, and knowledge transfer to technicians, Service Desk personnel, Government staff, and authorized users.
Coordinate training content and delivery with the assigned Government representative.
Maintain inventories of telecommunications devices, telephone numbers, extensions, circuits, trunks, gateways, mobile devices, and related services; maintain architecture and call-flow diagrams, carrier and circuit records, configuration baselines, and recovery documentation.
Review telecommunications performance, incident, and usage data to identify recurring issues, capacity concerns, and improvement opportunities.
Follow approved incident, problem, change, release, configuration, asset, security, and quality-management processes.
Provide telecommunications status, accomplishments, outage information, risks, issues, and corrective actions for operational and program reporting.