Systems Engineer

Systems Engineer position:

The Systems Engineer will design implement and maintain voice communication systems with a strong focus on Voice over IP (VoIP) and Unified Communications (UC) solutions. The Systems Engineer responsibilities span hardware and software management network integration troubleshooting and ensuring high-quality reliable and secure voice services.

The Systems Engineers focus is on gaining operational proficiency with all components of the Voxco platform (including dialers servers and web survey tools) to ensure smooth operation. Responsibilities also include the configuration and maintenance of surveys and Interactive Voice Response (IVR) scripts as well as the proactive monitoring diagnosis and resolution of all related system and access issues.

Responsibilities:

• Design & Implementation: Architect and deploy scalable voice solutions including IP Private Branch Exchanges (PBX) session border controllers (SBCs) voice gateways and SIP trunks.
• Configuration & Maintenance: Configure and manage Cisco Unified Communications Manager (CUCM) Cisco Expressways Cisco Unity voicemail Cisco ACD / UCCX Cisco emergency responder (CER) and Microsoft Teams Phone System including dial plans call routing and voicemail solutions.
• Troubleshooting & Monitoring: Proactively monitor system performance. Diagnose and resolve complex voice-related issues such as call quality problems latency and network outages using diagnostic tools like Wireshark Netscout and Cisco Real Time Monitoring Tool (RTMT).
• Network Integration: Collaborate with network engineers to integrate voice systems seamlessly with existing data networks (LAN/WAN) and enterprise applications ensuring proper Quality of Service (QoS) for voice traffic.
• CATI / CAWI Operations: Become operationally proficient with the Voxco CATI environment that consists of Pronto dialers Servno server Directory server Command Center CATI and CAWI web surveys servers.
• CATI / CAWI Configuration & Maintenance: Create update and test CATI and CAWI surveys in the Voxco environment. Create and update Voxco IVR scripts to direct inbound calling to the correct destination.
• CATI / CAWI Troubleshooting and Monitoring: Proactively monitor system performance. Diagnose and resolve survey related issues such as configuration and access.
• Documentation & Standards: Develop and maintain comprehensive documentation for system configurations operational procedures and network diagrams. Provide weekly voice statistics.
• Vendor Management: Interface with SIP vendors and service providers to manage equipment escalate issues and stay updated on the latest technologies.
• Security & Compliance: Implement and maintain security measures and ensure compliance with relevant policies and industry standards.
• Support & Training: Provide technical support to end-users and occasionally train non-technical employees on system usage.
• System Administration: Installing configuring and troubleshooting Windows Server operating systems and their components.

Qualifications and Skills:

Experience: Three years of experience in voice engineering telecommunications and application support.

Technical Skills:

• Deep knowledge of VoIP protocols (SIP RTP H.323)
• Experience with Cisco call manager unity voicemail UCCX / ACD/ Finesse and Cisco emergency Responder (CER).
• Experience with Microsoft Teams Phone system
• Knowledge and understanding of FCC E911 rules (Karis Law and Ray Baums Act)
• Operational experience with Microsoft Windows operating system. Experience with implementing security parameters within the operating system.
• Understanding of OSI model
• Desired Understanding of Microsoft Server Manager and IIS Manager
• Desired Understanding of PowerShell in Windows Server Environment
• Desired Understanding of Microsoft SQL Server Management Studio