Telecomm/ VOIP Engineer

This position supports a post-Voice Modernization (VMOD) Inside Plant (ISP) environment, with primary emphasis on enterprise VoIP service delivery, customer support, call control administration, and Emergency 911 (E911) location accuracy. The role is customer-facing and operationally critical to ensuring reliable, secure, and compliant voice services across the installation.

Responsibilities include, but are not limited to:

• Serves as the Alternate Inside Plant Section Chief in the absence of the ISP Section Chief.
• Perform operations and maintenance (O&M) of post-VMOD Inside Plant voice services, with emphasis on VoIP platforms, call routing, user provisioning, and service assurance, rather than legacy TDM switching.
• Provide day-to-day administration of VoIP services, including user profiles, device configuration, class of service, feature activation, and troubleshooting of IP-based voice endpoints.
• Serve as a primary customer service interface for voice services, resolving user issues related to call quality, voicemail, softphones, desk phones, mobility features, and service availability.
• Configure, modify, and remove VoIP and analog gateway circuits, ensuring proper integration with the enterprise network and adherence to cybersecurity and configuration standards.
• Administer and maintain voicemail systems and user accounts; experience with Callegra Callware or equivalent VoIP voicemail platforms preferred.
• Ensure Emergency 911 (E911) service accuracy, including:
  • Validation of station-level and user-based location data
  • Coordination of adds, moves, and changes (MACs) to maintain accurate Public Safety Answering Point (PSAP) & Altenate AT&T (IP-FLEX) records
  • Troubleshooting E911 call routing, location discrepancies, and compliance issues
• Monitor and troubleshoot VoIP trunks, SIP services, gateways, and session management components to ensure high availability and call quality.
• Perform preventive maintenance and fault isolation for ISP voice infrastructure, identifying issues related to software, hardware, network dependencies, or configuration errors.
• Maintain accurate voice service documentation, including call routing diagrams, user records, E911 location mappings, circuit inventories, and configuration records within the Telephone Management System (TMS) or equivalent platform.
• Execute work order and trouble ticket administration, ensuring timely response, accurate documentation, and customer communication throughout resolution.
• Support remote diagnostics, component replacement, emergency service restoration, and technical documentation updates as required.
• Coordinate with vendors and service providers for circuit installations, VoIP services, and troubleshooting activities.
• Maintain strong customer rapport, proactively communicating service impacts, changes, and resolutions in a professional, service-oriented manner.
• Support quality assurance and post-deployment validation, ensuring voice systems and services operate as designed following modernization or configuration changes.
• Comply with all safety, security, and regulatory requirements, including DoD training, Information Assurance, and site-specific policies.
• Perform other duties as assigned in support of contract requirements.

Technical Knowledge & Skills

• Strong working knowledge of enterprise VoIP architectures, call processing, and IP-based voice services.
• Experience supporting VoIP endpoint provisioning, troubleshooting, and service assurance in a large organizational environment.
• Familiarity with network fundamentals impacting VoIP performance (latency, jitter, VLANs, QoS).
• Familiarity with configuring SIP based Session Boarder Controllers/routers (Ribbon SBC-2000), or equivalent to include establishing route pathways interfacing local facilities.
• Ability to install, terminate, and troubleshoot CAT6 wiring and isolate problems in fiber cabling, including ST, SC, and LC connections.
• Ability to install and maintain CAT3 type Main Distribution Frame (MDF) wiring platforms supporting analog service media-gateways interfacing facilities not capable of receiving VoIP/SIP services.
• Experience with test and diagnostic equipment such as TDR, fault locators, OTDR, and related tools.
• Proficient in technical documentation and administrative reporting, including use of Microsoft Office applications.
• Preferred experience with Army I3A and C4IM standards and installation-level telecommunications environments.
• BICSI certification or training preferred.

DoD 8570 IAT Level 2.  At least one of the following must be current and maintained:

• CCNA Security: Cisco Certified Network Associate Security (CCNA) demonstrates you have the skills needed to develop a secure infrastructure and mitigate cyberthreats.
• CySA : This is an intermediate-level exam for security professionals focusing on vulnerability and threat analysis.
• GICSP: The Global Industrial Cyber Security Professional demonstrates your knowledge to secure critical infrastructure assets.
• GSEC: GIAC® Security Essentials is a certification exam that demonstrates hands-on IT security capability.
• Security CE: Security is a CompTIA exam focusing on cybersecurity issues.
• CND: EC-Council’s Certified Network Defender (CND). The certificate is used to demonstrate knowledge in defensive cyber operations (Blue-Teaming). The CND certification teaches IT professionals about defensive mechanisms when protecting IT Systems against cyberattacks.
• SSCP: Systems Security Certified Practitioner shows you have the skills needed to manage and monitor IT infrastructures and apply security policies.