VoIP Engineer

• 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.

• 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

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