This position is responsible for the planning, design, implementation, maintenance, monitoring, and support of all aspects of the enterprise voice systems and communications networks. This includes purchasing of equipment and software, physically implementing, installing, configuring, including updating network drawings, documentation, change control and related problem solving. This position is the primary voice system technical interface to the data network environment.
Minimum required education and/or experience:
Bachelor’s degree in Information Technology or related field, and at least five (5) years of experience working in a server based telecommunications environment or related field. A minimum of five (5) years of experience required in the installation and maintenance of telecommunications equipment, systems, and servers. Experience working with Enterprise Contact Center environments, including Symposium Contact Center, Interactive Voice Response, Basic Call Manager, Tele-management system, and Voice Recording Systems. Experience with system management and switch performance/analysis/network monitoring tools and equipment. Experience with Nortel SL-100 or equivalent certification, Avaya, Toshiba & Enterprise voicemail, ip/VoIP. An equivalent combination of education and job-related experience may substitute for the degree requirement.
Knowledge, Skills, and Abilities:
Position requires experience serving as a liaison between the business community and an IT organization. Must have extensive knowledge working with Windows Operating Systems from 2000-2003 to prepare server to standard configuration. Position requires knowledge of server systems resolution, hardware monitoring, back up procedures, patch management, and change control. Must possess the ability to follow instructions and provide attention to details. LINUX experience preferred. Possess strong knowledge of telecommunications systems analysis, program design and specification, programming, testing, and documentation. Must have excellent analytical skills. Position requires strong interpersonal skills, with the ability to easily and effectively interact with technical, non-technical, support, and business staff at all levels. Must have strong oral and written communication skills, including presentation skills and experience communicating with technical and non-technical audiences. Position requires strong skills with the Microsoft Office applications (emphasis on Excel, Project, PowerPoint and Visio). Must have good customer service skills and professional interaction with a staff of disparate personalities. Position requires the ability to consistently meet deadlines. Must be able to multi-task and work independently on most complex assignments using independent discretion and judgment as well as transition quickly between projects/issues. Must be able to work with minimal to moderate supervision in the performance of daily activities. Must be able to work and communicate effectively with both team members and customers. Position requires the ability to gather requirements, analyze systems, develop solutions, test and document changes. Position requires the ability to work through testing issues with developers and end users to ensure satisfactory resolution. Must have the ability to gather, understand, document and translate business requirements into system solutions. Position requires the ability to verify that the end-product meets the requirements. Must be able to display a courteous and professional demeanor. Position requires the ability to follow standards and system development methodology.
Preferred special requirements:
Nortel Telecommunications Installation and Maintenance Certifications are preferred. Working knowledge of LINUX and Windows OS is preferred. Working knowledge of servers and LAN environment is preferred. Contact Center Maintenance and Support Certifications is preferred.
NOTE: Degrees/credits must be from an academically accredited college or university as recognized by the U.S. Department of Education (USDE) or the Council for Higher Education (CHEA).
Essential Job Tasks:
Installs enterprise voice communications hardware for large Enterprise Telephony platforms, call center, voicemail, applications, and enterprise uninterrupted power supplies. Installs and tests software, maintains equipment and associated voice server operating system, and infrastructure software. Provides level 3 technical support to system administrators, technicians, and project managers, and customer groups. Provides consulting on technology solutions to department management. Provides 7x24 on-call technical support. Analyzes, evaluates, creates scope of work and total cost of ownership model for new technology solutions. Implements new technology solutions and enhancements to existing solutions for both hardware and vendor specific software. Maintains voice network, system and physical security of servers and data. Installs, maintains, and diagnosis telecommunications network and service including computer hardware.
The Maricopa County Human Resources Department reserves the right to admit to the exam process only those candidates considered to be the most highly qualified. Those selected will be scored based on evaluation of listed education and experience. The hiring authority will interview and select the successful candidate from a pool provided by Human Resources.
Maricopa County, AZ - 15 months ago