VoIP Engineer

BayNova LLC•Alexandria, VA

5d•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. The engineer will be responsible for the administration of all aspects of the VoIP system, including system administration, patching, vulnerability management, software updates, troubleshooting, scripting, and daily operation of Cisco UCM and Unity Connection Voice Mail, Cisco UCCX ACD, Finesse agents, and Microsoft Teams phones with direct routing via Cisco Unified Boarder Element (CUBE). Additionally, the role includes implementing and enforcing security policies and compliance standards related to VoIP systems, assisting the lead engineer with performance evaluations and process improvement recommendations, and monitoring/optimizing VoIP system performance and reliability. The position also involves providing recommendations on strategic direction and new products by evaluating telecommunications solutions, conducting market research with vendors, administering cloud-based video conferencing and collaboration technologies (Zoom, Teams, WebEx), and supporting customer issues with these technologies. A significant part of the role includes providing A/V support for meetings, webinars, and agency-wide events, troubleshooting A/V equipment, escalating issues to vendors, leading troubleshooting sessions, and creating/maintaining technical documentation. The engineer will also develop and implement disaster recovery plans for VoIP systems.

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

Customer-facing position for the VoIP Team, presenting and maintaining a consistent professional image to the customer, successfully managing customer expectations.
Provide Tier 1/Tier 2 support to end-users.
Prepare presentations and deliver briefings to the customer and management.
Provides weekly reports of VoIP Team's activities to management.
Responsible for the administration of 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).
Implements and enforces 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.
Monitors and optimizes the performance and reliability of VoIP systems, ensuring minimal downtime and efficient operation.
Provides 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.
Conducts market research working with external vendors and service providers to acquire VoIP equipment and services.
Conducts administration, discovery, and cleanup of A/V assets via ServiceNow.
Administers cloud-based video conferencing and collaboration technologies Zoom, Teams and WebEx.
Supports, troubleshoots, and monitors customer issues with cloud-based video conferencing technologies.
Provides 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.
Troubleshoots issues with A/V equipment including conference rooms, team rooms, Zoom Rooms and executive offices.
Escalates tier III A/V issues to A/V maintenance vendor and coordinates logistics for prompt resolution.
Leads onsite and remote troubleshooting sessions with Facility A/V vendor support; Escorts vendors during onsite visits.
Creates and maintains technical documentation for the VoIP systems, including configuration details, troubleshooting procedures, and diagrams.
Develops and implements disaster recovery plans related to VoIP systems to ensure continuity of operations in the event of system failures.