DoIT System Administrator Lead/Advanced (Voice Engineer)

Introduction

A Department of Information Technology (DoIT) Systems Administrator, Lead/Advanced is the lead or advanced level of work, providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems. This specific role serves as the advanced subject matter expert for voice operations.

Employees in this classification do not supervise but address the most complex tasks and escalated issues prior to engaging telecom vendor support or network engineers. Employees in this classification may also assign, review, approve the work of, and train lower-level administrators. Employees receive general supervision from a Technology Platform Manager or other IT management classification. Employees may be required to work evenings, weekends, and holidays and may be subject to call-in.

***This is a contractual position, with limited benefits***

Main Purpose

As a DoIT System Administrator Lead/Advanced, functioning as a Senior Voice Engineer, this position represents the advanced/lead level of work responsible for designing, deploying, administering, and supporting the enterprise telecommunications infrastructure. This includes managing Session Border Controllers (SBCs), Private Branch Exchanges (PBXes), Voice over IP (VoIP) systems, and Unified Communications platforms. The employee addresses the most complex telecommunications tasks, resolves escalated tier-3 routing and SIP issues, and coordinates system implementations for agency and statewide telecommunication systems.

Position Duties

When functioning at the Lead level:

• Assigns, reviews, and approves the work of lower-level telecommunications and systems administrators.
• Trains lower-level administrators on VoIP protocols, PBX administration, SIP trunking, and SBC management.

When functioning at the Advanced Level:

• Addresses the most complex voice infrastructure tasks and escalated issues (e.g., complex SIP trace analysis, QoS troubleshooting, dial plan manipulation) not addressable by lower-level Administrators.

When functioning at both levels:

• Administers, configures, and maintains Session Border Controllers (SBCs) to ensure secure, reliable SIP trunking and voice routing across the enterprise network.
• Manages enterprise Private Branch Exchanges (PBXes), voicemail systems, and Unified Communications platforms, handling complex system MACDs (Moves, Adds, Changes, Disconnects), routing policies, and SIP integrations.
• Performs advanced problem analysis to provide appropriate and timely corrective action when agency voice operations (call centers, IP phones, softphones) are adversely impacted by network, hardware, or software malfunctions.
• Reviews network syslogs, SIP ladder diagrams, and error codes generated by the voice systems to determine the appropriate course of action for correction.
• Assists telecommunications architects and engineers in the design, development, and testing of voice system corrections or enhancements by analyzing modifications recommended, determining network impact, and estimating effort/resources required.
• Monitors the migration of new and revised voice applications (e.g., IVR scripts, contact center routing changes) through user acceptance and production regions to ensure adequate pre-production test execution.
• Develops, reviews, and updates voice infrastructure documentation, network/telephony architecture diagrams, and training materials.
• Coordinates and supports permanent and ad hoc user groups for the advancement of the enterprise voice network and integration with emerging cloud communication technologies.
• Participates in the management of changes to the voice environment based on input from users, call center managers, and agencies who identify requirements relating to system deficiencies or enhancements.
• Performs other related duties as assigned.

Minimum Qualifications

Experience: Six years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on computers or large client server platforms. (Note for hiring manager: You can list specific SBC/PBX experience as "Preferred Qualifications" on your job bulletin).

Notes:

1. Candidates may substitute the possession of a Bachelor’s degree from an accredited college or university in Information Technology or other related field with specific coursework in the structure and use of automated information systems and four years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on computers or large client server platforms for the required experience.
2. Candidates may substitute U.S. Armed Forces military service experience in the Cyber and Information Systems classifications or Cyber and Information specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.

Special Requirements

• Employees in this classification may be subject to call-in 24 hours a day and, therefore, may be required to provide the employing agency with a telephone number where the employee can be reached. Employees may be furnished with a pager or cell phone.
• Applicants for this classification may handle sensitive data. This will require a full scope background investigation prior to appointment. A criminal conviction may be grounds for rejection of the applicant.
• Employees may occasionally be required to travel to field locations and must have access to an automobile in the event a state vehicle cannot be provided.

Desired Qualifications

• Knowledge of the functions and capabilities of Unified Communications systems, PBXes, SBCs, and peripheral voice network equipment as related to the functionality of automated business and telecommunications systems.
• Knowledge of voice protocols (specifically SIP, RTP/SRTP, H.323, WebRTC) and their interaction with IP networks (Quality of Service/QoS, VLANs).
• Skill in providing problem analysis and ongoing technical support, coordinating voice system implementation, and managing enterprise/statewide telecommunications platforms housed on a variety of network topologies.
• Skill in creating, reviewing, and updating network diagrams, SIP routing documentation, and standard operating procedures.
• Skill in using network diagnostic tools, SIP packet analyzers (e.g., Wireshark), and centralized management software for problem diagnosis, analysis, correction, and end-user training.
• Skill in applying inductive and deductive reasoning to reach logical solutions to complex SIP routing, audio quality (jitter, latency, packet loss), and telecommunications problems.
• Ability to be the subject matter expert in supporting, maintaining, and administering complex enterprise voice applications and hardware.
• Ability to communicate effectively and establish and maintain effective working relationships with agency users, vendor engineers, network operations personnel, and technical support staff.