Responsibilities:
●Provides support in the translation of business requirements into telecommunications(e.g., LAN, MAN, WAN, Voice and Video) requirements, design, orders, and
administration
●Provides in-depth engineering analysis of telecommunications alternatives (VoIP, CloudHosted Solution) for government agencies in support of their strategic modernization
efforts and telecommunications enhancement design for medium and large-scale telecommunication infrastructures
●Provides and interface support to telecommunications end users, telecommunications operations personnel, and telecommunications strategic program management
●Provides project tracking and guidance to other team members on a regular basis and provides reporting to the customer
●The hired candidate will helps maintain 600 sites with the telecom team remotely and some local support in the north capitol DC region (PCN building 500 12th Street SW)
●Supports add/move/changes for users, system and network troubleshooting, system and
office migrations
●Manages projects and ticket queue
●Coordinates with 3 rd party vendor for additional support/new installations
●Provides additional support to VTC and Network engineering teams on system requirements
●Reports to a senior telecom engineer who will provide some training, tasking, and guidance
●Provide support to User Community for ICE specific Telecommunications business
needs and services
●Application support for custom app groups within the ICE specific network
●Collaborated with clients and sales staff to support projects and service requests
●Provide 24/7 Production Outage Recovery Support
Create standard operating procedures (SOP) for training dynamic workforce
●Provided end-user training remotely and in person
●Create and Maintain documentation, Reports, SOPs, Data Spreadsheets, etc
●Submit Weekly Status Reports
●Plans and leads major technology assignments
●Evaluates performance results and recommends major changes affecting short-term
project growth and success
●Functions as a technical expert across multiple project assignments●May supervise others
●Must provide analysis, design/ engineering of solutions, implementation, documentation,and transition services
●Must provide application development support for telecommunications applications by
analyzing functional business requirements and design specifications for functional
activities
●Primary interface for vendor licensing and design tool expertise on voice systems (Avaya
and/or Cisco)
●Extensive design and hands on work with Avaya Communication Manager, SessionManager, System Manager and other Avaya Infrastructure
●Some design and hands on work with Cisco Call Manager and related products
●Detailed understanding of traditional telephony concepts

Qualifications:
●Possesses and applies expertise on multiple complex work assignments which are
broad in nature, requiring originality and innovation in determining how to accomplish
tasks
●Has the ability to apply a comprehensive knowledge across key tasks and high impact
assignments
●Requires 5+ years of Experience
Must be a U.S. Citizen and able pass background investigation to obtain a security
clearance
●Must possess business professional demeanor for direct interaction with vendors, End
Users, and Managers and Federal Government Employees
●Must be accountable for attendance, responsiveness, and be readily accessible
●Must have experience and be able to independently support, administer, engineer, and
troubleshoot Avaya Telecommunications Systems; hardware and applications
●Must have experience providing remote technical support to vendors and End Users for
complex network & switching systems
●Must have working knowledge of Cabled and Terminated Telephone and Data Jacks;IPs; ports/port security
●Must be able to configure networks to ensure smooth transmission of data that fulfills the
objective of the organization
●Must have working knowledge and capability to remotely program and prepare Avaya
phone systems for site specific installations across the country
●Must be able to work independently and remotely from home as well as Washington DC,Maryland, and Virginia locations
●Must have experience designing and implementation of LAN, WAN, Wireless LAN, andWWAN
●Must possess experience with standard business computer utilization for authentication,messaging, documentation, search and artifact editing
●Must provide technical expertise in regards to engineering design, administration, andtraining support
●Must possess excellent written and verbal communication skills
●Must be able to independently learn by spending personal time studying tools,technologies, concepts, technical terminology, etc
●Any of the following Certifications would be an advantage: Avaya Badges, CTNS,iNARTE, IPEP, NCTI, (CCNA, CCNP, CCNE)
●AVAYA Communication Manager
●AVAYA CMS Supervisor
●Exp providing Tier 1-3 support for enterprise Avaya network Required 4 years of
experience
●Exp managing complex voice projects across all teams Required 4 years of experience
●Exp troubleshooting and problem identification Required 4 years of experience
●Exp working w/ equipment vendors and telecom providers to resolve issue Required 4years of experience
●Understanding of VoIP protocols, QoS standards and policies
●Working knowledge of Modular Messaging 5
●Required 5 years of experience
●Working knowledge of Microsoft UM and Integration with Avaya Switches Nice to have 4years of experience
●Strong working exp. with AES, AAR/ARS Required 4 years of experience
●Strong working exp. with W/Class Routing, VDN, Vector's and ACD Call CenterRequired 4 years of experience
●Strong working exp. with Analog, Digital, Avaya and Cisco VoIP voice services, SIP andH.323 endpoints Required 4 years of experience
●Proven experience with Avaya CMS and IQ reporting Required 4 years of experience
●Detailed understanding of both H.323 and SIP VoIP protocols