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Job Summary
We are seeking a highly skilled and experienced Telecommunications Specialist with a specialized focus on VoIP Administration for Cisco Unified Communications solutions and other VoIP Calling solutions. The ideal candidate, under the direction of the Manager of Telecommunications, will be responsible for the design, implementation, maintenance, and troubleshooting of the phone system and infrastructure, ensuring optimal performance of voice, video, and messaging services. This role requires in-depth expertise across a wide range of Cisco platforms, including CUCM, UCCX, IMP, Webex Control Hub, associated endpoints, and the associated licenses. -
Examples of Duties
- Under direction, designs and implements telecommunications systems and services for City departments. Confers with City personnel to assess and determine telecommunication needs. Writes RFP’s and/or bid specifications for telecommunication systems and services. Attends seminars and conferences and meets with vendors to maintain awareness of telecommunication technology developments. Works with the Division of Architecture to plan telecommunications facilities requirements for cable, wire, and equipment installations. Gathers data on a variety of telecommunications products, vendors, services, and technologies in order to write RFP’s and/or bid specifications for telecommunications systems and services. Conducts vendor’s pre-bid conferences and site surveys. Works with existing vendors to add, modify, or delete communications equipment. Serves as coordinator between vendors for projects requiring multiple vendors. Monitors and receives vendor’s hands-on training for all telecommunications systems and services installed. Performs comparative analysis of vendors. Bids and writes recommendation for final approval by the Director of Parks, Recreation & Properties or his/her designee. Conducts project meetings to monitor vendor’s adherence to deadlines, compliance with City’s policies and procedures, etc. Reviews service orders to evaluate adherence to City and Departmental project requirements. Issues service orders, exclusive of orders issued by the Chief Telephone Operator. Performs other job-related duties as required.
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Minimum Qualifications
- High School Diploma or GED is required. A minimum of four years of experience in a medium market, television station, or a freelance career is requied. Extensive knowledge of computers and Microsoft Office (Word, Excel, and Outlook). Proficient with Internet programs. Proficient in operating of the following equipment: tape machines, video cameras, audio board, technical board, linear and non-linear systems, graphic machines, DVD, and CD. Must be able to lift and carry fifty pounds. Also, lift and carry heavy awkward camera equipment, and other communications apparatus. A valid state of Ohio Driver’s License is required.
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Supplemental Information
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Key Responsibilities
- Cisco CUCM (Unified Communications Manager)
- Administer and maintain Cisco CUCM Publisher and Subscriber servers, including configuration, patching, upgrades, and disaster recovery planning.
- Manage call routing, dial plans, partitions, and call trees.
- Provision and de-provision users, phones, and voicemail boxes
- Monitor CUCM Performance and troubleshoot call quality issues
- Cisco UCCX (Unified Contact Center Express):
- Administer and maintain Cisco UCCX Publisher and Subscriber servers, including script management, application configuration, and reporting.
- Develop, deploy, and troubleshoot UCCX scripts for call routing, and agent queues.
- Manage agents, teams, supervisors, and associated skill groups.
- Monitor UCCX performance, troubleshoot contact center issues, and generate reports.
- Cisco IMP (Instant Messaging and Presence):
- Configure and maintain Cisco IMP servers for instant messaging, presence, and federation services.
- Manage user profiles, presence policies, and client configurations.
- Troubleshoot IMP client connectivity and presence issues.
- Cisco CER (Emergency Responder):
- Administer and maintain Cisco CER Publisher and Subscriber servers for emergency call routing and location tracking.
- Configure and verify E911 functionality, including ALI (Automatic Location Identification) database updates.
- Perform regular testing of CER to ensure compliance and reliability.
- Cisco Webex Control Hub:
- Manage and administer our organization’s Webex services through Webex Control Hub.
- Configure and maintain Webex Meetings, Webex Calling, and Webex messaging services
- Provision users, assign licenses, and manage organizational settings
- Monitor Webex service health and troubleshoot user-reported issues.
- Cisco Endpoints:
- Support and troubleshoot Cisco physical desk phones (e.g. 7900/8800 series).
- Support and troubleshoot Cisco Webex softphones and client applications.
- Ensure proper registration, configuration, and functionality of all endpoints.
- General VoIP Administration:
- Perform system backups, patches, and upgrades for all Cisco collaboration platforms.
- Monitor system health, performance, and capacity, responding to alerts and proactively addressing issues.
- Troubleshoot complex voice and video issues, often involving network connectivity, QoS, and firewall configurations.
- Create and maintain detailed documentation of the collaboration infrastructure, configurations, and procedures.
- Provide technical support and training to end-users on Cisco collaboration tools.
- Collaborate with network, security, and other IT teams to ensure seamless integration and operation.
- Stay current with new Cisco collaboration technologies and best practices.
Additional Minimum Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience in lieu of degree) PLUS a Minimum of 4 years of experience administering and supporting Cisco Unified Communications environments.
- Demonstrated experience or strong understanding of cloud contact center concepts, specifically with Cisco Webex Cloud Contact Center or similar cloud platforms.
- Solid understanding of VoIP protocols (SIP, H.323, SCCP)
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills with the ability to explain technical concepts clearly to non-technical users.
- Ability to work independently and as part of a team.
Preferred Qualifications
- Cisco CCNA Collaboration or CCNP Collaboration certification.
- Cisco Webex Contact Center Specialist certification or similar.
- Prior involvement in a major contact center migration project.
- Preferred 6 years of experience as VoIP Administrator for Cisco
The City’s guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.
- Cisco CUCM (Unified Communications Manager)