Voice Engineering Lead/Manager job in Washington, DC| Recruit Arrow
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Voice Engineering Lead/Manager
Location : District of Columbia, Washington
Refer job # SOTF339879
Job Responsibilities and Requirements: Description of Daily Duties: - Direct and monitor the installation, configuration, and documentation, of project-related and ongoing operations support for voice communications services - Lead Planning, Designing and Implementing Enterprise Voice/Data Solutions - Analyze system logs and identifying potential issues with Telecommunication - Recommend and integrate new Telecommunication Voice, Video and Unified Communications technologies into existing data center environments. - Monitor the Telecommunication Network infrastructure and support state-of-the-art Monitoring and Reporting tools for proactive management to minimize outages to phone systems. - Monitor, review, recommend, test, and implement new software revision/feature sets/patch evaluation and trade studies, periodic system refresh - Provide technical briefings (internally as well as with customer representatives), system requirements development, creation and maintenance of system documentation and drawings (specifications, logical and physical architecture and interconnect diagrams, etc.). - Maintain day-to-day ownership of service delivery to include incidents and service requests, planned maintenance activities, planned/unplanned service outages, and ongoing project-related support activities. - Act as a point of escalation TWD O&M services brought by the TOC, NOC, Installation, PM, and Customer Service Support Teams. - Frequently communicates with Team Leads on upcoming projects, system maintenance activities, and unplanned events to ensure staff are prepared to support the Department - Monitors Special Project schedules and frequently engages Project Managers and Project Engineers to ensure O&M resources are available to support, as needed, and transition new services/systems into Operations. - Report and analyze all operational and performance based metrics to identify service improvement and/or training initiatives. - Accountable for Meeting and/or Exceeding all operational and performance based metrics - Ensures all critical/high and/ or VIP incidents or service requests are tracked, monitored, attended to or resolved promptly and efficiently within service level targets and/or scheduled timeframes. - Ensures all ticket queues are actively monitored to ensure customer tickets and service requests are promptly addressed. - Maintain enterprise awareness of system maintenance and outages, as well as world events that could impact IT operations. - Communicate all planned/unplanned service outages to management, Engineering Leads, and Senior Watch Officers supporting the IT Operations Center. Qualifications : Required Education/Experience: - Bachelor's Degree - Interim SECRET with the ability to be granted a TOP SECRET clearance. Demonstrated technical leadership experience of small technical teams Experience in designing, reviewing, analyzing, maintaining, troubleshooting, and supporting an organization's voice communications system Consultation with internal business partners regarding voice communications software and hardware solutions Experience in long-range or strategic voice communications planning Strong working knowledge and programming experience of voice communications systems (Cisco/Avaya Red) to include implementing contact center technology including CTI, ACD, and dialers Experience with many of the following Avaya platform and/or Application components: - Aura Communication Manager S-Series and COTS Server,MCC/G650 and G450 gateways with ESS and LSP components) System Platform, Avaya Virtualization Platform Aura Messaging, Modular Messaging, Inuity Audix Aura Call Center Elite (EAS) and Advocate ACD call-flow Session Boarder Controller for Enterprise (ASBCE) Oracle/ACME Packet SBC's CMS/BCMS/AES/System and Session Manager Expertise with VOIP to include H.323 and SIP Expertise with NICE call recording Expertise with Voice and Data Circuits T1.5, ISDN-PRI, DS1, DS3 and SONET Experience creating design packages that include voice and data components as well as cabling, power, HVAC, dial-plan, and circuit information to include SIP technology - Excellent verbal and written communication, interpersonal and customer service skills. - Strong organizational, time management and documentation skills. - Self- starter, with a desire to be in a fast paced large enterprise telecommunications environment. - Accurate and prompt handling of Telecom administration work and solving of related issues - Sound reasoning ability together with strong problem solving skills and the ability to know when to escalate issues before they become critical. - Expertise with Avaya Communications Automatic Route Selection (ARS) and Avaya Automatic Alternative Routing (AAR) in a multi- node environment.
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