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VOIP Engineer - Washington, DC #5200981


Company: ManTech

Date: 07/12/2018

Category: Computer / IT Services

City: Washington, DC

ManTech is seeking a VoIP Engineer to provide administration, operation, and management support for the highly visible 24x7 phone system for Service Desk, NOC, and SOC. The system employs Interactive Voice Response (IVR) and Highly Intelligent Call Routing (HICR) to send all the communications to the available agents with the appropriate skillset to handle the incoming calls. It automates the workflow for handling contacts and complaints, workforce management, and real-time dashboard reporting of handling times and service level statistics.


Duties :


  • Manage Cisco CUCM and UCCX system including licenses, password reset, voice-mail maintenance, routine phone system upgrades and repairs.


  • Worked and resolve Service Now tickets in a timely manner to meet the contract SLA.


  • Management of VoIP and unified call-center communications circuitry, switching, transmissions facilities, and networks.


  • Plan and execute VoIP Infrastructure upgrade and migration activity and evaluating compatibility of programs with existing hardware and/or software features.


  • Administration, operation, trouble diagnosis and maintenance of VoIP, unified communications and call center equipment. Avaya and Cisco systems.


  • Improve operation and monitoring of advanced or complex features and development of processes and interface requirements.


  • Gather and update necessary information (projects and incidents) and communicates to appropriate parties/stakeholders.


  • Utilize experience, technical knowledge and programming skills in order to identify problematic areas and optimize existing environment (capacity and performance issues to ensure uninterrupted service).


  • Anticipate, prevent and eliminate problems and create efficient fixes for any patches/vulnerabilities.


  • Act as liaison with internal and external strategic partners.


  • Direct support to the USCIS Engineering and Implementation staff and work in cooperation with USCIS Infrastructure Engineering, Network Operations, and ATD.


  • Provide assistance to session border controllers, voice gateways, circuits, and Cisco Technologies.


  • Manage vendor relationships to ensure compliance with Service Level Agreements are being met through reviewing data monitoring statistics.


  • Daily verification of VOIP users on the Active Directory Global Address Listing (GAL) and request updates to the GAL via Service Desk.

Qualifications:


  • Five-plus years hands-on experience with Cisco CUCM, and UCCX. Must be familiar with managing and configuration of these products including but not limited to managing licenses, configuring for High Availability (HA).


  • Experience in configuring Cisco CUCM and UCCX in High Availability (HA) for fully redundant system.


  • Strong networking background is a must.


  • Established knowledge of the practices and principles of telecommunication systems analysis, planning, design, and problem resolution. Five-plus years hands-on experience with voice technologies (POTS, PRI, T1, QoS, SIP).


  • Strong understanding of telephony infrastructure and design, including PBX, VoIP and SIP trunking.


  • Strong understanding of network infrastructure and design, including cabling, LAN, WAN, security, and wireless.


  • Ability to work independently under general guidance and deliver results.


  • Demonstrated experience performing hardware and software installations as required for voice communication systems.


  • ITIL Foundations certification desirable.


  • Experience operating in a DevOps environment for at least 12 months preferred.


  • Current USCIS EOD highly desired.

Other : Clearance Requirements – US Citizen with the ability to obtain Public Trust and complete DHS Security Clearance; Ability to obtain DHS EOD suitability or Current DHS EOD preferred.


Location – Bethesda, MD; Washington, DC


Qualifications


Requires Bachelor s degree or equivalent, and seven to nine years of related experience.


Degrees


Equivalent Experience/Education, Bachelor's Degree


Years of Experience


13-15 years w/High School Diploma, 07-09 years w/Bachelors Degree, 04-06 years w/Masters Degree, See Qualifications


Position Type


Full-Time


Shift


Rotating


Overview


ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies.


ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Waretime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.


If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accomodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accomodation please click careers@mantech.com and provide your name and contact information.


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