Telecom Support and Migration Lead - Department of Technology 1054

In alignment with the City and County of San Franciscos Telecom Modernization Program the Department of Technologies VoIP/Telecommunications team is hard at work to migrate our clients off of many different aging Avaya platforms and onto a centralized and resilient Cisco and Microsoft Teams Unified Communications infrastructure.  We consider the unique needs of each of our clients and make our best efforts to meet their needs accordingly.  In addition to regular communications the team is also looking to centralize many different contact center platforms into a centralized Enterprise solution capable of meeting the needs of all clients who require it.

The City and County of San Francisco Department of Technology (DT) is seeking an experienced Telecom Support and Migration Lead who will enhance our customers Unified Communications experience by assisting in the planning building and running a resilient scalable and cost effective Unified Communications system for the City and County of San Francisco (CCSF) through the Citywide VoIP Project.

Essential duties include but are not limited to the following: 

1. Assist the Telecom team with the support of all CCSF departments already utilizing DTs core VoIP system.
2. Assist with the support and maintenance of the Citys current premigration Avaya infrastructure
3. Assist with the migration of the remaining Avaya PBX systems to Citywide VoIP
4. Utilizing extracted Avaya data from legacy PBXs and current Asset Manager data prepare cut sheets for the migration from the legacy systems to Cisco VOIP and Microsoft Teams calling
5. Provide post migration support and limited end user training to support agencies that have migrated from Avaya to Citywide VoIP
6. Utilize Asset Manager to change add delete customer billing records as well as place orders for new AT&T services and AT&T disconnects
7. Utilize ServiceNow to engage and assist on Service Requests and trouble requests (incidents) on Avaya and Citywide VoIP solutions
8. Work with AT&T and Waterfield to support any troubles and trouble escalations on Avaya and Cisco solutions
9. Work closely and foster positive partnerships with the Project Management Office (PMO) to ensure Telecomrelated projects are completed successfully
10. Provide Supervision and mentoring to 1053 Business Analysts to ensure that migration is completed based on project timelines while supporting the legacy systems still in place.
11. Assist with the ongoing support and maintenance of the Citys Avaya infrastructure including both pre and postmigration phases
12. Assist with the Citys planned Collaboration implementation.

Appointment Type: Temporary Exempt Full Time This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer. Full Time position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is thirtysix 36 months and will not result in an eligible list or permanent civil service hiring. Projectbased positions cannot be ongoing or exceed 36 months.

Qualifications :

 An associate degree in business administration public administration information systems economics finance computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units i.e. at least sixty 60 semester or ninety 90 quarter credits/units with a minimum of twenty 20 semester or thirty 30 quarter credits/units in one of the fields above or a closelyrelated field; AND

 Five 5 years of experience in the information systems field including system analysis business process design development and implementation of business application solutions or IT project management.

Substitution

Additional experience as described above may be substituted for the required degree on a yearforyear basis (up to a maximum of two 2 years). One 1 year is equivalent to thirty 30 semester units / fortyfive 45 quarter units with a minimum of 10 semester / 15 quarter units in one of the fields above or a closely related field.

Completion of the 1010 Information Systems Trainee Program may be substituted for the required degree.

Desirable Qualifications 

• Working knowledge of VoIP protocols: SIP RTP TLS SCCP H.323
• Strong knowledge of Unified Communications Manager (CUCM) and Cisco Unity
• Strong knowledge and programing Skills on Avaya communication Manager and Intuity VM
• Strong customer interaction skills required for working with different levels of an organization.
• Working knowledge of migration and deployment of Microsoft Teams calling with Direct Routing
• Strong troubleshooting skills in the areas of Unified Communications and voice messaging
• Have experience with mentoring junior engineers in a complex telecom environment

Additional Information :

Work Location

Incumbent will conduct the majority of work at the Department of Technology(1 S Van Ness Ave San Francisco CA 94103. However there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.

Nature of Work 

The incumbent must be willing to work onsite at our San Francisco office in person four days a week and one day remote (for a total of 40 hours specify the work schedule; for example a 40hour week) as determined by the department. Travel within San Francisco may be required. 

Compensation information  

$70.6875 $100.6125 (hourly)/ $147030 to $209274 (annually) 

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employers official letterhead specifying name of employee dates of employment types of employment (parttime/fulltime) job title(s) description of duties performed and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employees class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in selfemployment must be supported by documents verifying income earnings business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required information on how to verify education requirements including verifying foreign education credits or degree equivalency can be found at http://sfdhr/index.aspxpage456.

Note: Falsifying ones education training or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco. 
Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone ator if hearing impaired at(TTY).

How to Apply  

Interested candidates are encouraged to apply as soon as possible as this job announcement will close at any time but not before March 26 2025 at 11:59PM. 

1. Your application MUST include a resume. To upload please attach using the additional attachments function. 

2. You may contact Elbi Magana via email questions regarding this opportunity. 

3. Late or incomplete submissions will not be considered. Mailed hand delivered or faxed documents/applications will not be accepted. 

Additional Information Regarding Employment with the City and County of San Francisco: 

• Information About The Hiring Process 
• Conviction History 
• Employee Benefits Overview 
• Equal Employment Opportunity 
• Disaster Service Worker 
• ADA Accommodation 
• Veterans Preference 
• Right to Work 
• Copies of Application Documents 
• Diversity Statement 

The City and County of San Francisco encourages women minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex race age religion color national origin ancestry physical disability mental disability medical condition (associated with cancer a history of cancer or genetic characteristics) HIV/AIDS status genetic information marital status sexual orientation gender gender identity gender expression military and veteran status or other protected category under the law.