VoIP And Unified Communications SpecialistPRIMARY PURPOSE: This position is responsible for the design, implementation, administration, and support of the District's voice and unified communications (UC) environment. Works closely with Infrastructure, Cybersecurity, and End-User support teams to maintain system availability, resolve complex issues, and support enterprise-wide communications initiatives.
QUALIFICATIONS:
Education/Certification: Bachelor's degree in a technical field preferred. Relevant certifications such as CCNA/CCNP are a plus. Special Knowledge/Skills: Demonstrated knowledge and experience configuring, implementing, and maintaining VoIP and unified communications environments Extensive knowledge and experience with Cisco Webex Cloud Calling or similar cloud-based UC platforms Extensive knowledge and experience with VoIP protocols and technologies, including SIP, RTP/SRTP, and codecs Extensive knowledge and experience with SIP trunking, PSTN connectivity, and voice gateway configuration Solid knowledge and experience with networking fundamentals such as TCP/IP, DNS/DHCP, VLANS, QoSSolid knowledge and experience maintaining and supporting E911/emergency calling solutions Excellent interpersonal, verbal, and written communication skills Ability to develop and maintain effective working relationships Ability to handle multiple and changing priorities efficiently and effectively
Experience: Five years of experience supporting enterprise VoIP and unified communications
Five years of hands-on experience with Cisco Webex Cloud Calling preferredMAJOR RESPONSIBILITIES AND DUTIES:Maintain and support Cisco Webex Cloud Calling services, including user provisioning, licensing, features, and integrations. Maintain and support SIP trunking services, ensuring reliability, redundancy, and service continuity. Manage, configure, and optimize voice gateways, dial plans, call routing, and number normalization. Design, configure, and support unified communications, audio/video conferencing solutions, and PSTN connectivity. Implement security best practices for voice and UC systems, including encryption, authentication, and access controls. Monitor call quality and system performance to ensure optimal user experience. Integrate voice and UC systems with enterprise LAN/WAN/WLAN, QoS, and security architectures. Troubleshoot complex VoIP issues involving SIP signaling, RTP media, codecs, QoS, NAT, and firewall traversal. Coordinate with vendors and service providers to resolve carrier and cloud service issues. Participate in system upgrades, migrations, and lifecycle refresh initiatives. Ensure compliance with applicable policies, standards, and regulatory requirements (e.g., E911).Continuously improve operations by conducting systems analysis and recommending changes. Supports integrated ITIL processes with Incident, Change, and Problem management. Develops plans to resolve problems and prevent them from recurring; maintain service levels in accordance with SLAs. Ensures all system changes are well communicated, coordinated, and documented. Maintain up-to-date documentation, including diagrams on all VoIP and UC systems, services, and connectivity. Practices asset management and maintains updated component inventories, related documentation, and technical specifications. Maintain knowledge of VoIP and UC system technologies, methodologies, and standards. Acquire and effectively apply new technical skills as driven by business need and/or technology advancements. Demonstrates a strong customer service orientation and a desire to help others. Establishes and maintains a high level of customer trust and confidence in the team's knowledge of and concern for educational and business needs Conduct R&D, stay current with emerging trends in technology and education, and keep abreast of innovative practices. Attain and keep current, relevant technology certifications Perform special projects, after-hours support and upgrades, and other duties as assigned.
WORKING CONDITIONS:
Mental Demands: Ability to communicate effectively (verbal and written); interpret policy, procedures, and data; coordinate district functions; maintain emotional control under stress.
Physical Demands/Environmental Factors: Frequent districtwide travel; occasional prolonged and irregular hours. Work with frequent interruptions. Frequent standing, stooping, bending, kneeling, pushing and pulling. Prolonged use of computer and repetitive hand motions. Occasional lifting up to 50 pounds.
