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VoIP Deployment Engineer
Ref No.: 17-14033
Location: Kansas City, Missouri

Responsible for the Unified Communications integration, deployment, and troubleshooting of approximately 2700 federal field offices into a complex Unified Communications services and infrastructure. The candidate will provide deployment support for EVOIP (Enterprise VOIP), to customers as a drop-in replacement for legacy telephony services and or systems for EVOIP deployment. The candidate will work as part of the team to provide Enterprise VOIP configuration and deployment services to the customer. The candidate will need to be familiar with the following pieces of technologies to assist with Enterprise VOIP deployments and Tier 2 / Tier 3 Service Operations:
  • Cisco Unified Communications Manager (All versions)
  • Cisco Unified Contact Center Enterprise (All Versions)
  • Cisco Agent Desktop / Finesse
  • Cisco Unified Intelligence Center
  • Cisco Unity Connection (All versions)
  • Cisco IP-IVR (All versions)
  • Cisco HCS-LE (All versions)
  • Cisco Routers ISR (29XX and 39XX Series)
  • Cisco switches (29XX, 35XX, 45XX and 65XX series)
  • FXO cards
  • ATA's
  • PRI and POTS lines
  • Enterprise Network Routing
  • QoS for Enterprise Networks
Responsibilities (Cisco products)
  • Experience with deployment of Session Initiation Protocol (SIP) communications protocol for signaling and controlling multimedia communication sessions, including Internet telephony for voice and video calls, as well as instant messaging, over Internet Protocol (IP) networks.
  • Support, maintain, update and document changes for the Enterprise VoIP telephony environments. This excludes management of the VoIP network stacks.
  • Perform system administration on production/test Windows and Unix\Linux-based VoIP telephony servers.
  • Support hosted customer and ITS IVR-based VoIP applications and ICM Call Control scripts, ensuring the availability and performance meets targeted levels defined in customer service level agreements. Deploy customer applications into the production environment. Maintain version control of delivered application installs.
  • Enforce the security of the VoIP telephony environment by applying appropriate patches and hardening measures. Implement patch management and virus protection updates for all VoIP telephony servers using automated tools.
  • Meet security requirements including patch reporting; Plan of Action and Milestone (POAM) remediation and reporting; vulnerability remediation; and audit responses. Ensure the rigorous application of information security/information assurance policies, principles, and practices in the delivery of hosting services.
  • Maintain Certification and Accreditation (C&A) of the Enterprise VoIP telephony deployments. Once completed, keep C&A documentation up to date as changes are made to the environment.
  • Participate in developing and maintaining a comprehensive Contingency Plan and Disaster Recovery Plan for the VoIP telephony environment(s). Support disaster recovery exercises as required. Periodically test failover and load balancing solutions to assure success.
  • Install, maintain, and administer VoIP Telephony Infrastructure Commercial Off The Shelf (COTS) software such as operating systems; front end software, middle tier software; enabling software; services; utilities; monitoring software; code repository software, etc. All software media should be inventoried, labeled and have adequate off site backups.
  • Monitor, allocate, and make recommendations related to CTS hosting facility resources including physical security; uninterruptible power supplies (UPS); generators; HVAC; and floor space and racks.
  • Troubleshoot problems within the VoIP telephony environment(s), both with infrastructure or hosted applications.
  • Maintain server health, performing or supporting preventative and break/fix maintenance as necessary.
  • Provide system database administration functions for hosted VoIP telephony databases.
  • Maintain and administer the VG248 Voice Gateway appliances for the VoIP telephony environments.
  • Provide adequate alerting to customers and other CTS entities of major problems or upcoming major changes through the ITS Alerts web site.
  • Recommend and follow proper escalation procedures to minimize any outages that may occur.
  • Utilize Remedy ticketing to receive work orders and assign work orders for all work.
  • Effect all changes to the production VoIP telephony environment(s) utilizing Enterprise Change, Release, and Configuration Management policies and procedures.
  • Ensure common processes and procedures across the described VoIP telephony installations.
  • Maintain and continue improving the metrics collection and reporting methods which demonstrate to our customers the service level that they are receiving from their VoIP telephony service agreement. Metrics would include statistics on performance, capacity and availability.
  • Assure that adequate documentation is received for hosted IVR applications and ICM Call Control scripts in order to deliver adequate support and facilitate a disaster recovery. Participate in turnover meetings for new or modified application deployments.
  • Maintain information in asset management systems pertaining to Hosting managed hardware & software components. Track and report on software license usage.
  • Operate and monitor the VoIP Domain Controllers. Perform Directory Server administration including configuration and policies. Support and maintain Windows Active Directory operation and functions such as global policies administration, AD replication, and AD database maintenance and support. Manage Directory Replication, Site Topology, File Replication Services, Directory Structure, Schema Integrity, and Integrated Directory DNS to ensure service delivery particular to the VoIP Enterprise environments.
  • Assist in development of system alerts for monitoring of system services and the hardware systems. Detailed work with the HOB will be required to implement the desired monitoring capabilities using the Client Openview and HIM (Client Insight Manager) to be able to provide automated alerting to the VoIP Operations staff for problems related to hosted VoIP applications and servers.
  • Essential Qualifications:
  • •Must have Call Manager and IVR scripting experience.
    •CCIE Certified.
    •Demonstrated ability to work with a diverse user community with varied technical skills and experiences.
    •Ability to work in a "team " environment.
    •Be a self-starter, self-motivated and self-directed.
    •Demonstrated ability to mentor.
    •Have a strong desire to succeed at this type of assignment.
    •Able to be "on call” and occasionally provide support outside of normal working hours.

  • General Requirements:
    •Proficient with Oral and Written communication skills in the English Language.
    •Exceptional customer service skills.
    •Strong written and verbal communication skills.
  • Strong organization and time-management skills.
    •Technical Communication skills.
    •Willingness and availability to be on-call for emergencies as well as supplement lower Tiers' queues when needed.
    •Extensive experience in vendor coordination and support for service area technologies including collaboration and team analysis.
    •Self-starter with demonstrable examples of taking initiative.
    •Expected to anticipate customer needs as well as anticipate business needs.
    •This position can be located in St. Louis or Kansas City, MO, Ft. Collins, CO or Washington, DC.
  • Education & Experience:
  • Master's degree and 10 years of related work experience or equivalent​