The VoIP Engineer will support critical VoIP telephony, VoIP call center, other integrated and ancillary telephony systems VoIP networks, and provide daily operational support to nearly 5000 telephony users and growing. Provide administration, maintenance, troubleshooting, installation, design, and configuration support for VoIP systems. Manage 3rd party vendors that support ancillary TDM PBX systems, provide oversight and input on telephony disaster recovery and redundancy projects as well as assist with call quality, and enhanced services goals.
location: Berwyn, Pennsylvania
job type: Contract
work hours: 9 to 5
1. Technical analysis and consultation: (35-45%)
? Engineering and administrative level expertise in ShoreTel IP PBX, Shoretel Enterprise
Contact Center (ECC), ShoreTel Call Recorder, Shoretel Distributed Voice Server (DVS),
Ingate SIParator products. Responsibilities include providing technical (break/fix),
management, and administration support of primarily Shoretel IP PBX, DVS and Shoretel
ECC applications and Ingate SIParator. Knowledge of SIP trunks and ShoreTel
applications to include ShoreTel Connect, ShoreTel Diagnostics & Monitoring, ShoreTel
Call Recorder, ShoreTel Communicator, plus Quality of Service (QoS), Type of Service
(ToS), and Class of Service (CoS) will be beneficial for holistic support.
? Analyze business requirements to develop technical VoIP network solutions and their
? Perform network modelling, analysis, and planning.
? Develop technology roadmaps and a demonstrated ability to write functional requirements/specification documents.
? Oversees the installation process, Tests the system to ensure it is working as anticipated
and provides ad-hoc training to end-users as required.
? Makes modifications to existing systems based upon new equipment or changes in
? Troubleshoots problems in order to identify their source and quickly resolve them
? Plans for the security of a given VoIP network
? Researches in order to identify new equipment and applications and recommends
different types of hardware and software to be used with the network they design
? Modifies plans as needed in order to stay within the budget established by the company
as well as ever business requirements
? Reviews documentation updates and shares with support teams as required.
2. Project and vendor management: (25-35%)
? Create project proposal or plan with time frame, funding, procedures, and allotment of
available resources for various phases of project.
? Manage major VoIP projects for office and departmental moves. Develop, plan, direct,
and implement projects to achieve business goals relative to profitability and
organizational effectiveness within prescribed time frame.
? Communicate with management, vendors, and users on project objectives, scope,
schedule and projected costs.
? Evaluate, and recommend vendors. Ensure contractual compliance, approve billing,
monitor and evaluate ongoing performance of vendors.
3. Administrative management: (25-35%)
? Plan and prepare telecommunication administration budget and track telecommunication
expenses for management reporting.
? Manage telecommunication services, programs and procedures and maintain processes.
? Review and monitor phone system security, trunk reviews and traffic studies.
? Assist and prepare with planning office acquisition and relocation for telecommunication
? Provide secondary level trouble reporting and service escalation.
4. Perform any additional responsibilities as requested or assigned. (0-5%)
? Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
? Perform responsibilities as directed achieving desired results within expected time frames and
with a high degree of quality and professionalism.
? Establish and maintain positive and productive work relationships with all staff, customers and
? Demonstrate the behavioral and technical competencies necessary to effectively complete job
responsibilities. Take personal initiative for technical and professional development.
? Follow the company HR Policy, the Code of Business Conduct and all subsidiary and
department policies and procedures, including protecting confidential company information,
attending work punctually and regularly, and following good safety practices in all activities.
? Bachelor's degree in information systems, computer science or related field; or equivalent work experience and knowledge.
? At least five years of ShoreTel IP PBX experience, including knowledge of ShoreTel associated
systems (DVS, ECC, Call Recorder, D&M, etc) and related communication equipment and
network system components and configuration (routers, switches, SIParators, etc).
Knowledge and Skills:
? Knowledge and experience on various communication services and equipment installation,
administration and maintenance of telephone equipment (both VoIP & TDM), cabling, circuits and components, functional operational characteristics of cellular, long distance and network systems and the application of telecommunication principles and concepts. Knowledge and experience as it relates to networking for VoIP technologies is a must. Matured troubleshooting skills.
? Strong computer skills; proficiency in desktop applications and operating systems.
? Effective oral and written communication skills.
? Effective analytical, problem-solving, and decision making skills.
? Ability to prioritize and handle multiple tasks and projects concurrently.
Other (licenses, certifications, schedule flexibility/OT, travel, etc.):
? May require schedule flexibility including occasional after-hours or on-call work.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.