Fort Bend ISD
Job Overview
The Unified Communications Engineer I is responsible for the maintenance and configuration of the District's Cisco Unified CallManager IP PBX and attendant systems including Unity Connection Voicemail, Emergency Responder (E911), Contact Center Express, Cisco Unified Attendant Console, and voice gateways. The UC Engineer I is experienced in both analog and digital telephony. The incumbent will troubleshoot and resolve issues in either domain. The UC Engineer I has mid-level to expert knowledge of CallManager, understands how to interface with Cisco TAC, suggests system changes, and works projects to upgrade or refresh telephony infrastructure. This role also has responsibilities over our digital fax solution, Rightfax. The successful candidate will demonstrate an understanding of CUCM concepts such as partitions, calling search spaces, E.164 numbering, digit translation, device templates, bulk import/export, hunt groups, Digit Number Analyzer, and route patterns.
Position Description
Essential Duties and Responsibilities
Operations and Monitoring
Monitor the Unified Communications environment and logs for problems that arise Diagnose and troubleshoot problems that arise and open Cisco TAC support tickets when needed Work support tickets to resolve customer telephony issues related to CUCM, CUACA, UCX, CCS, CER, Finesse, CCX, and Jabber softphones Act as SME on District telephony systems and resources Document changes to the UC environment or any other changes to the telephony infrastructure Assist in troubleshooting other non-PBX telephony environment that supports District facilities or life/safety teams such as analog terminal adapters Provide reports on call volume, call usage, or billing as needed with tools provided Projects and other responsibilities
Participate in projects to refresh or upgrade infrastructure, as needed Track and manage telecom billing with telecom providers for the District Collaborate with outside consultants to implement improvements or changes that are outside of an operations scope Supervisory Responsibilities
None
Qualification Requirements
To perform this job successfully, an individual must be able to perform each of the above essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities, required unless otherwise stated as preferred. Reasonable accommodations may be made to enable individuals with disabilities to perform the essentials functions.
Associate's degree in Computer Science, MIS or related field; 2 years of relevant military experience may be substituted CCNA Voice preferred CCNP Voice preferred Minimum of 1 year General Networking experience with LAN/WAN infrastructure Minimum of 3 years of Call Manager IP PBX experience Minimum of 1 year General Telephony experience preferred Minimum of 2 years of relevant military experience preferred Proficiency with Call Manager partitions and calling search spaces Proficient with dial plans, E.164 numbering, and call routing/decisions including Dialed Number Analyzer (DNA) Proficient with voice Session Border Controllers (SBC/CUBE) and SIP trunking Proficient in troubleshooting packet voice using tools such as Translator X, wireshark, and reading CUBE debug output Experience with Cisco network switch configuration and management (VLANS, QoS, PoE) Experience with Cisco Emergency Responder ERLS/ELINS and Greater Harris County 911 a plus Experience with Excel formulas and pivot tables a plus Physical Requirements/Working Conditions
The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in classrooms, offices, work stations and meeting rooms.
The position requires occasional walking, standing, sitting, bending, stooping, kneeling, crouching, crawling, and lifting/carrying work related items weighing less than 40 pounds, such as books, papers and presentation materials. The employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Attendance at conferences and professional development is required. Work involves everyday risks and discomforts which require normal safety precautions when operating equipment or performing job duties. May work prolonged or irregular hours and must be able to maintain emotional control under stress.
Additional Information
This position requires mobility to continuously move among computers and associated equipment. The noise level in the classroom/administrative environment is moderate. All personnel in this position may be called upon to provide service and/or support at various times.
The Unified Communications Engineer I is responsible for the maintenance and configuration of the District's Cisco Unified CallManager IP PBX and attendant systems including Unity Connection Voicemail, Emergency Responder (E911), Contact Center Express, Cisco Unified Attendant Console, and voice gateways. The UC Engineer I is experienced in both analog and digital telephony. The incumbent will troubleshoot and resolve issues in either domain. The UC Engineer I has mid-level to expert knowledge of CallManager, understands how to interface with Cisco TAC, suggests system changes, and works projects to upgrade or refresh telephony infrastructure. This role also has responsibilities over our digital fax solution, Rightfax. The successful candidate will demonstrate an understanding of CUCM concepts such as partitions, calling search spaces, E.164 numbering, digit translation, device templates, bulk import/export, hunt groups, Digit Number Analyzer, and route patterns.
Position Description
Essential Duties and Responsibilities
Operations and Monitoring
Monitor the Unified Communications environment and logs for problems that arise Diagnose and troubleshoot problems that arise and open Cisco TAC support tickets when needed Work support tickets to resolve customer telephony issues related to CUCM, CUACA, UCX, CCS, CER, Finesse, CCX, and Jabber softphones Act as SME on District telephony systems and resources Document changes to the UC environment or any other changes to the telephony infrastructure Assist in troubleshooting other non-PBX telephony environment that supports District facilities or life/safety teams such as analog terminal adapters Provide reports on call volume, call usage, or billing as needed with tools provided Projects and other responsibilities
Participate in projects to refresh or upgrade infrastructure, as needed Track and manage telecom billing with telecom providers for the District Collaborate with outside consultants to implement improvements or changes that are outside of an operations scope Supervisory Responsibilities
None
Qualification Requirements
To perform this job successfully, an individual must be able to perform each of the above essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities, required unless otherwise stated as preferred. Reasonable accommodations may be made to enable individuals with disabilities to perform the essentials functions.
Associate's degree in Computer Science, MIS or related field; 2 years of relevant military experience may be substituted CCNA Voice preferred CCNP Voice preferred Minimum of 1 year General Networking experience with LAN/WAN infrastructure Minimum of 3 years of Call Manager IP PBX experience Minimum of 1 year General Telephony experience preferred Minimum of 2 years of relevant military experience preferred Proficiency with Call Manager partitions and calling search spaces Proficient with dial plans, E.164 numbering, and call routing/decisions including Dialed Number Analyzer (DNA) Proficient with voice Session Border Controllers (SBC/CUBE) and SIP trunking Proficient in troubleshooting packet voice using tools such as Translator X, wireshark, and reading CUBE debug output Experience with Cisco network switch configuration and management (VLANS, QoS, PoE) Experience with Cisco Emergency Responder ERLS/ELINS and Greater Harris County 911 a plus Experience with Excel formulas and pivot tables a plus Physical Requirements/Working Conditions
The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is performed in classrooms, offices, work stations and meeting rooms.
The position requires occasional walking, standing, sitting, bending, stooping, kneeling, crouching, crawling, and lifting/carrying work related items weighing less than 40 pounds, such as books, papers and presentation materials. The employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. Attendance at conferences and professional development is required. Work involves everyday risks and discomforts which require normal safety precautions when operating equipment or performing job duties. May work prolonged or irregular hours and must be able to maintain emotional control under stress.
Additional Information
This position requires mobility to continuously move among computers and associated equipment. The noise level in the classroom/administrative environment is moderate. All personnel in this position may be called upon to provide service and/or support at various times.