4 hours

Voice Engineering Lead/Manager (VG01186) Job

Washington, DC
  • Job Code
Voice Engineering Lead/Manager (VG01186) Job

Voice Engineering Lead/Manager (VG01186) Job

Date: May 18, 2018

Location: Washington, DC, US

Company: SAIC

Voice Engineering Lead/Manager (VG01186) (Job Number:435139)


Job Description:
- The Department of State, Bureau of Information Resource Management (IRM) Telecommunications, Wireless, and Data (TWD) Division provides its users with mission critical LAN/WAN data and voice services across multiple locations in the DC Metro Area.
- In support of these services, the Voice Engineering Lead/Manager oversees a small team of engineers who support voice and data services, with a particular focus on voice/real-time communications.
- This Team provides project support as well as operations support required for Avaya PBX and Cisco data functions related to telecommunications.
- The Lead provides leadership, mentoring, and in-depth day- to-day technical guidance to include day-to-day knowledge of all O&M activities, plans, system upgrades/enhancements, as well as ongoing projects and day-to-day moves, adds, changes (MACs) working closely with the Integrated Project Team Manager and Service Delivery Manager.

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.


Required Education/Experience:
- Bachelor’s Degree and 13+ years of experience.
- 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.

Desired Experience/Skills/Attributes:
- Avaya Professional Design Specialist (APDS)
- Avaya Certified Implementation Specialist (ACIS)
- Avaya Certified Support Specialist (ACSS)
- Avaya Certified Solutions Architect (ACSA)
- CCNP Voice and/or Data - Cisco Certified Network Professional
- CCNA Voice - Cisco Certified Network Professional


SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC has approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com.

EOE AA M/F/Vet/Disability

Job Posting: Mar 21, 2018, 3:26:23 PM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No
Travel: Yes, 10% of the time
Shift: Day Job
Schedule: Full-time

Nearest Major Market: Washington DC

Job Segment: Telecom, Telecommunications, Engineer, Network, Database, Technology, Engineering


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Washington, DC

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