City of Milwaukee Wisconsin
COMMUNICATIONS FACILITIES COORDINATOR
City of Milwaukee Wisconsin, Milwaukee, Wisconsin, United States, 53244
Introduction
The City of Milwaukee is proud to employ a diverse workforce dedicated to delivering exceptional service to its residents. If you have a passion for being a part of an inclusive team of public servants, please consider the following opportunity.
Purpose
The Communications Facilities Coordinator supports the efficient operation of the telecommunications systems of the City of Milwaukee, including the 911 Public Safety Answering Point (PSAP).
Essential Functions
System Management
Manage and administer telecommunication-associated software, including Avaya Aura® Communication Manager, Solacom 911 system, Avaya Aura® Application Enablement Services (AE Services), E911 directory, Avaya voicemail, NICE Inform recording system, Avaya Call Management System (CMS) Supervisor reporting system, CodeRED and One Call Now notification platforms, and MicroStation floor plans. Program and install Internet Protocol (IP) phones. Procure cellular telephones, pagers, and fax machines for departmental use, overseeing installation, maintenance, and upgrades, maintaining inventory records, reviewing usage, wiping and recycling devices, auditing billings, authorizing payments to vendors, and providing budget recommendations. Manage, configure, operate, and support telephony services from telecommunication providers, including hardware inventory, regular firmware and software updates, and replacement of telephony-related equipment. Maintain the Communication Manager System (CMS) system, analyze call traffic, recommend the removal or addition of trunk lines, and create reports, including completing Automatic Call Distribution (ACD) reports. Complete needs assessments for City departments, review new technology, and recommend, approve, and install new telephone products and systems; Submit budget and efficiency recommendations. Troubleshooting
Process Automatic Number Identification (ANI) and Automatic Location Identification (ALI) discrepancy reports and monitor 911 system issues, responding to telecommunicators' inquiries, following up and troubleshooting reported problems, calling in work orders, and following up with repair technicians. Test 911 call center equipment and procedures, maintaining inventory and equipment records and developing and disseminating contingency plan procedures for 911 outages. Coordinate communications and troubleshooting services for all City departments by preparing work orders for telephone switch maintenance and expansion, including moves, adds, and changes, and then coordinating telephony problem resolution with the radio and communications shops. Provide system and telephone end-user training. Contract Management
Coordinate with telephone vendors for the lease of network facilities and services, overseeing maintenance contracts on Avaya Private Branch Exchange (PBX) and peripheral telephone equipment. Manage and review all telecommunications invoices for adherence to contracted plans, highlighting variances, and resolving and reconciling discrepancies with vendors. We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.
Conditions of Employment
The Communications Facilities Coordinator must be willing and able to:
Work beyond standard business hours on occasion and be on call to provide support for public safety and other critical telecommunication services on an emergency basis. Pass a Criminal Justice Information Services (CJIS) background check within the probationary period. Minimum Requirements
Associate degree in telecommunications, computer systems networking, computer electronics technology, or a closely related field from an accredited college or university. Three years of professional-level experience installing and maintaining enterprise-scale telephony or similar networked systems. Valid driver's license at the time of appointment and throughout employment.
Equivalent combinations of education and experience may also be considered.
NOTICE:
Please do not attach your academic transcripts to your employment application. The hiring department will verify candidates' education as part of the background screening process before extending any job offers.
Desirable Qualifications
Related telephony certifications such as Avaya Certified Implementation Specialist (ACIS). Knowledge, Skills, Abilities & Other Characteristics
Technical
Knowledge of the equipment, configurations, protocols, and functions used in telephony systems such as Avaya, Solacom 911, and NICE Inform. Knowledge of best practices regarding call taking and dispatching in a public-safety answering point environment. Knowledge of customer service best practices and the ability to effectively integrate them into operational processes. Proficiency using Microsoft Office productivity tools and the Microsoft Office Suite. Ability to read and interpret job-related technical documents, policies, and procedures. Communication and Interpersonal
Written communication skills to produce clear and concise memos, reports, project documentation, job aids, and training materials. Verbal communication skills to share information and respond to questions. Training skills, including the ability to communicate technical information understandably to both technical and non-technical staff. Ability to work independently and function as part of a team. Ability to maintain effective working relationships with fellow staff, management, contractors, consultants, elected officials, other City staff, community partners, and outside agencies. Ability to work cooperatively and fairly with people whose backgrounds may differ from one's own. Judgment and Professionalism
Problem-solving and analytical skills, including the ability to evaluate options, find the best solutions, and make recommendations. Ability to plan, organize, initiate, prioritize and complete work to achieve objectives in a timely manner, within deadlines and with limited supervision. Ability to meet competing, challenging, and ever-changing priorities. Ability to perform work with a high degree of accuracy, detail, and quality. Ability to stay apprised of telecommunication trends and best practices through on-going continuing education activities. Honesty, integrity, and the ability to use City resources responsibly. Ability to maintain confidentiality and information security. Current Salary
The current salary range (Pay Range 3UN) is
$77,204-$89,557
annually, and the resident incentive salary range is
$79,520-$92,244
annually. Appointment above the minimum is possible based upon level of experience and other qualifications and is subject to approval.
BENEFITS
The City of Milwaukee provides a comprehensive benefit program that includes the following:
Wisconsin Retirement Systems (WRS) Defined Benefit Pension Plan 457 Deferred Compensation Plan Health and Dental Insurance Paid Parental Leave Comprehensive Wellness Program Onsite Clinic Services Onsite Employee Assistance Program Alternative Work Schedules Long Term Disability Insurance Group Life Insurance Tuition Benefits Paid Vacation 12 Paid Holidays Paid Sick Leave and other paid leaves Flexible Spending Arrangement Commuter Value Pass For full details of the benefits offered by the City of Milwaukee, please visit https://city.milwaukee.gov/der/benefits.
Selection Process
THE SELECTION PROCESS
will be job related and will consist of one or more of the following: an evaluation of education, experience and/or responses to supplemental questions, a written or performance test, a structured interview, or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to structured interviews and performance examinations. Structured interviews may include written exercises. Selection process component weights will be determined by further analysis of the job.
INITIAL FILING DATE
- The selection process will be held as soon as practical after the deadline listed above. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the needs of the City have been met. Qualified applicants will be notified of the date, time, and place of the selection process components. Unless otherwise required by law, the City of Milwaukee will not provide alternative selection process dates or times. The applicant is responsible for attending all phases of the job selection process at the time and place designated by the City of Milwaukee.
Additional Information
Applications and further information can be accessed by visiting www.jobapscloud.com/MIL. If you would like assistance completing an application, please contact the Department of Employee Relations at (414) 286-3751 or staffinginfo@milwaukee.gov. The Department of Employee Relations is in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.
Conclusion
EEO Code 303
The City of Milwaukee values and encourages diversity and is an equal opportunity employer.
The City of Milwaukee is proud to employ a diverse workforce dedicated to delivering exceptional service to its residents. If you have a passion for being a part of an inclusive team of public servants, please consider the following opportunity.
Purpose
The Communications Facilities Coordinator supports the efficient operation of the telecommunications systems of the City of Milwaukee, including the 911 Public Safety Answering Point (PSAP).
Essential Functions
System Management
Manage and administer telecommunication-associated software, including Avaya Aura® Communication Manager, Solacom 911 system, Avaya Aura® Application Enablement Services (AE Services), E911 directory, Avaya voicemail, NICE Inform recording system, Avaya Call Management System (CMS) Supervisor reporting system, CodeRED and One Call Now notification platforms, and MicroStation floor plans. Program and install Internet Protocol (IP) phones. Procure cellular telephones, pagers, and fax machines for departmental use, overseeing installation, maintenance, and upgrades, maintaining inventory records, reviewing usage, wiping and recycling devices, auditing billings, authorizing payments to vendors, and providing budget recommendations. Manage, configure, operate, and support telephony services from telecommunication providers, including hardware inventory, regular firmware and software updates, and replacement of telephony-related equipment. Maintain the Communication Manager System (CMS) system, analyze call traffic, recommend the removal or addition of trunk lines, and create reports, including completing Automatic Call Distribution (ACD) reports. Complete needs assessments for City departments, review new technology, and recommend, approve, and install new telephone products and systems; Submit budget and efficiency recommendations. Troubleshooting
Process Automatic Number Identification (ANI) and Automatic Location Identification (ALI) discrepancy reports and monitor 911 system issues, responding to telecommunicators' inquiries, following up and troubleshooting reported problems, calling in work orders, and following up with repair technicians. Test 911 call center equipment and procedures, maintaining inventory and equipment records and developing and disseminating contingency plan procedures for 911 outages. Coordinate communications and troubleshooting services for all City departments by preparing work orders for telephone switch maintenance and expansion, including moves, adds, and changes, and then coordinating telephony problem resolution with the radio and communications shops. Provide system and telephone end-user training. Contract Management
Coordinate with telephone vendors for the lease of network facilities and services, overseeing maintenance contracts on Avaya Private Branch Exchange (PBX) and peripheral telephone equipment. Manage and review all telecommunications invoices for adherence to contracted plans, highlighting variances, and resolving and reconciling discrepancies with vendors. We welcome qualified individuals with disabilities who are interested in employment and will make reasonable accommodations during the hiring process in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.
Conditions of Employment
The Communications Facilities Coordinator must be willing and able to:
Work beyond standard business hours on occasion and be on call to provide support for public safety and other critical telecommunication services on an emergency basis. Pass a Criminal Justice Information Services (CJIS) background check within the probationary period. Minimum Requirements
Associate degree in telecommunications, computer systems networking, computer electronics technology, or a closely related field from an accredited college or university. Three years of professional-level experience installing and maintaining enterprise-scale telephony or similar networked systems. Valid driver's license at the time of appointment and throughout employment.
Equivalent combinations of education and experience may also be considered.
NOTICE:
Please do not attach your academic transcripts to your employment application. The hiring department will verify candidates' education as part of the background screening process before extending any job offers.
Desirable Qualifications
Related telephony certifications such as Avaya Certified Implementation Specialist (ACIS). Knowledge, Skills, Abilities & Other Characteristics
Technical
Knowledge of the equipment, configurations, protocols, and functions used in telephony systems such as Avaya, Solacom 911, and NICE Inform. Knowledge of best practices regarding call taking and dispatching in a public-safety answering point environment. Knowledge of customer service best practices and the ability to effectively integrate them into operational processes. Proficiency using Microsoft Office productivity tools and the Microsoft Office Suite. Ability to read and interpret job-related technical documents, policies, and procedures. Communication and Interpersonal
Written communication skills to produce clear and concise memos, reports, project documentation, job aids, and training materials. Verbal communication skills to share information and respond to questions. Training skills, including the ability to communicate technical information understandably to both technical and non-technical staff. Ability to work independently and function as part of a team. Ability to maintain effective working relationships with fellow staff, management, contractors, consultants, elected officials, other City staff, community partners, and outside agencies. Ability to work cooperatively and fairly with people whose backgrounds may differ from one's own. Judgment and Professionalism
Problem-solving and analytical skills, including the ability to evaluate options, find the best solutions, and make recommendations. Ability to plan, organize, initiate, prioritize and complete work to achieve objectives in a timely manner, within deadlines and with limited supervision. Ability to meet competing, challenging, and ever-changing priorities. Ability to perform work with a high degree of accuracy, detail, and quality. Ability to stay apprised of telecommunication trends and best practices through on-going continuing education activities. Honesty, integrity, and the ability to use City resources responsibly. Ability to maintain confidentiality and information security. Current Salary
The current salary range (Pay Range 3UN) is
$77,204-$89,557
annually, and the resident incentive salary range is
$79,520-$92,244
annually. Appointment above the minimum is possible based upon level of experience and other qualifications and is subject to approval.
BENEFITS
The City of Milwaukee provides a comprehensive benefit program that includes the following:
Wisconsin Retirement Systems (WRS) Defined Benefit Pension Plan 457 Deferred Compensation Plan Health and Dental Insurance Paid Parental Leave Comprehensive Wellness Program Onsite Clinic Services Onsite Employee Assistance Program Alternative Work Schedules Long Term Disability Insurance Group Life Insurance Tuition Benefits Paid Vacation 12 Paid Holidays Paid Sick Leave and other paid leaves Flexible Spending Arrangement Commuter Value Pass For full details of the benefits offered by the City of Milwaukee, please visit https://city.milwaukee.gov/der/benefits.
Selection Process
THE SELECTION PROCESS
will be job related and will consist of one or more of the following: an evaluation of education, experience and/or responses to supplemental questions, a written or performance test, a structured interview, or other assessment methods. The Department of Employee Relations reserves the right to call only the most qualified candidates to structured interviews and performance examinations. Structured interviews may include written exercises. Selection process component weights will be determined by further analysis of the job.
INITIAL FILING DATE
- The selection process will be held as soon as practical after the deadline listed above. Receipt of applications may be discontinued at any time after this date without prior notice. However, recruitment may continue until the needs of the City have been met. Qualified applicants will be notified of the date, time, and place of the selection process components. Unless otherwise required by law, the City of Milwaukee will not provide alternative selection process dates or times. The applicant is responsible for attending all phases of the job selection process at the time and place designated by the City of Milwaukee.
Additional Information
Applications and further information can be accessed by visiting www.jobapscloud.com/MIL. If you would like assistance completing an application, please contact the Department of Employee Relations at (414) 286-3751 or staffinginfo@milwaukee.gov. The Department of Employee Relations is in City Hall, 200 E Wells St, Room 706, Milwaukee, WI 53202.
Conclusion
EEO Code 303
The City of Milwaukee values and encourages diversity and is an equal opportunity employer.