VoIP Engineer

BayNova•Alexandria, VA

4d•Onsite

About The Position

BayNova has an exciting opportunity for a VoIP Engineer to join our team in support of an important federal government client. This is a customer-facing position for the VoIP Team, requiring the presentation and maintenance of a consistent professional image to the customer and successful management of customer expectations. The role involves providing Tier 1/Tier 2 support to end-users, preparing presentations, and delivering briefings to the customer and management. Weekly reports of the VoIP Team's activities are to be provided to management.

Requirements

Ability to obtain a Position of Trust Clearance
Strong communication skills
Exceptional customer service and follow-up skills
5 years' experience with VoIP and A/V administration
Work onsite at the customer's location in Alexandria, VA
24x7 On-call rotation for after-hours support
Nights and/or weekends troubleshooting, maintenance, and any other special circumstances
Self-starting individual with the ability to work independently on issues with minimal supervision
Detail-oriented technical and strong analytical skills

Responsibilities

Provide Tier 1/Tier 2 support to end-users.
Prepare presentations and deliver briefings to the customer and management.
Provide weekly reports of VoIP Team's activities to management.
Administer all aspects of the VoIP system including system administration, patching, vulnerability management, software updates, troubleshooting, scripting and daily operation of the Cisco UCM and Unity Connection Voice Mail, Cisco UCCX ACD, Finesse agents and Microsoft Teams phones with direct routing with Cisco Unified Boarder Element (CUBE).
Implement and enforce security policies and compliance standards related to VoIP systems to safeguard data and communication privacy.
Assist lead engineer with evaluations of all aspects of the VoIP system performance and potential issues to make process improvement recommendations.
Monitor and optimize the performance and reliability of VoIP systems, ensuring minimal downtime and efficient operation.
Provide recommendations of strategic direction and new products to customer by evaluating alternative telecommunications solutions to develop, configure, and maintain communication infrastructure for all aspects of the VoIP infrastructure.
Conduct market research working with external vendors and service providers to acquire VoIP equipment and services.
Conduct administration, discovery, and cleanup of A/V assets via ServiceNow.
Administer cloud-based video conferencing and collaboration technologies Zoom, Teams and WebEx.
Support, troubleshoot, and monitor customer issues with cloud-based video conferencing technologies.
Provide A/V support for day-to-day meetings, webinars, and agency wide events ensuing all A/V equipment and collaboration services are pre-checked and will perform without issue.
Troubleshoot issues with A/V equipment including conference rooms, team rooms, Zoom Rooms and executive offices.
Escalate tier III A/V issues to A/V maintenance vendor and coordinate logistics for prompt resolution.
Lead onsite and remote troubleshooting sessions with Facility A/V vendor support; Escort vendors during onsite visits.
Create and maintain technical documentation for the VoIP systems, including configuration details, troubleshooting procedures, and diagrams.
Develop and implement disaster recovery plans related to VoIP systems to ensure continuity of operations in the event of system failures.