VoIP Systems Engineer

• CompTIA Network+

• ITIL Foundation Key Responsibilities include but are not limited to* Provide project-based technical support for Microsoft Teams, Cisco Unified Communications, and Webex Calling environments, including troubleshooting and issue resolution during migration and integration activities.

• Support the configuration and administration of Microsoft Teams and Cisco Unified Communications environments in a project context.

• Assist with the deployment, configuration, and validation of new features and updates related to VoIP and unified communications platforms.

• Collaborate with IT staff and City departments to support integration and interoperability between communication systems and enterprise platforms.

• Support Webex Contact Center environments and related integrations, as applicable, including platforms such as Salesforce, ServiceNow, Calabrio, and Webex AI Agent.

• Conduct training sessions and develop documentation to help City administrative and end-user staff effectively utilize VoIP and unified communications solutions.

• Monitor system performance during migration and transition activities and recommend improvements to enhance reliability and efficiency.

• Support change management activities to minimize disruption during system migrations.

• Stay current with industry developments and best practices in unified communications and VoIP technologies.

Full Time

• Ten (10) or more years of experience supporting Microsoft Teams and Cisco Unified Communications environments.
• Strong knowledge of Microsoft Teams administration and troubleshooting.
• Proficiency with Cisco Unified Communications Manager (CUCM) and related technologies.
• Familiarity with Avaya Communication Manager administration and implementation.
• Excellent communication and interpersonal skills.
• Ability to consult with city leadership - both elected and appointed - and other key stakeholders to determine and implement the City’s strategic technology direction.
• Ability to work independently and collaboratively as part of a team.
• Strong analytical and problem-solving abilities.
• Bachelors or Masters

Required Experience* Hands-On Experience: Expert-level experience with Cisco telephony systems and Microsoft Teams, including participation in migration projects, management of VoIP solutions, and work in production environments.

• Consulting or Implementation Experience: Experience providing consulting or implementation services for telephony solutions and supporting large-scale voice system migrations.
• Experience architecting, supporting, integrating, and migrating Webex Contact Center solutions in public-sector or large enterprise environments, including coordination across multiple departments and stakeholders.
• Experience combining technical skills, education, and certifications to effectively support migrations from legacy PBX systems, including Avaya, to modern VoIP platforms.SkillSet:* VoIP and Telephony: Understanding of Voice over IP (VoIP) technologies, SIP (Session Initiation Protocol), and enterprise telephony systems.
• Networking: Knowledge of networking fundamentals, including IP addressing, routing, quality of service (QoS), and network security.
• Microsoft Teams: Familiarity with Microsoft Teams architecture and its integration with Microsoft 365 services - including PowerShell commands.
• Cisco Systems: Experience with Cisco Unified Communications Manager (CUCM), Cisco Call Manager, UCCE, UCCX, CER, IM&P, Cisco Unity Connection, CUBE, Cisco ISR, Webex LGW, Webex Calling, Webex Attendant Console, CIMC, VMWare, RedSky.

• Avaya Systems: Familiarity with or experience supporting Avaya Communication Manager environments. Desirable Certifications (preferred)Microsoft Certifications:

• Microsoft Certified: Teams Administrator Associate
• Microsoft Certified: Microsoft 365 Enterprise Administrator Expert

Cisco Certifications:

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP)
• Cisco Certified Specialist - CollaborationAudioCodes Certifications:* AudioCodes Certified Professional (ACP) or equivalent certification demonstrating expertise with AudioCodes Session Border Controllers (SBCs), media gateways, and integration with Microsoft Teams Direct Routing.

Job DescriptionDiamond Technology is a Technical Services company. We have client who is a large local public organization with an opening for the following position