Sr. Telephony Engineer in Falls Church, VA at MAXIMUS

Date Posted: 1/11/2020

Job Snapshot

Job Description

Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.
Job Description Summary
Sr. Engineer will work closely with the COTS vendor (Cisco) and the product owner to help develop solutions by gaining deep solution knowledge; conducting market research; generating product requirements; determining specifications, production timetables, pricing, capacity management, partnering with Sales and time-integrated plans for product implementation and operations support.

Job Specific Responsibilities:
•Closely works with the product owner and the COTS (Cisco UCCE) application vendors that are in use with the project initiative
•Determine platform configurations, development and implementation aligned to customer requirements on an ongoing basis.
•Monitor platform configuration and operations on a regular basis to evaluate, analyze and recommend enhancements and upgrades
•Recommends the nature and scope of present and future product lines by reviewing platform specifications and requirements; appraising new ideas and/or platform changes.
•Provides source data for product line communications by defining product marketing communication objectives.
•Engages with the product owner to assess capacity and platform availability requirements by reviewing program implementation pipeline and adjusting capacity levels to program schedules.
•Coordinates with all other IT team(s) to appropriately engage and support the upkeep of the MAXIMUS IVA platform
•Provides 24x7 on call support based on critical reported incidents, and coordinates with Cisco and product owner
•Participates and supports platform solution architecture for new implementations, enhancements and upgrades
•Assists with the update and maintenance of all platform specific documentation
•Supports regular, ongoing platform certification activities (FedRAMP) as required
•Supports customer specific Authority To Operate (ATO) activities as required
•Maintains professional and technical knowledge by attending vendor provided platform workshops; reviewing release notes, professional publications; establishing personal networks; participating in professional societies.
•Contributes to team effort by accomplishing related results as needed.

Job Specific Education/Requirements:
•At least eight (8) years’ technology background in development or infrastructure preferred
•At least five (5) years of detailed telephony infrastructure engineering knowledge and experience configuring and supporting (including Switch installation and configuration as well as routing design and platform trouble shooting) the following telephony platforms; Cisco (required) , Genesys, Avaya or inContact (or like Cloud Contact Center platform)
•At least ten (10) years of experience with Contact Center technology; IVR,ACD,WFM & Reporting preferred
•Certification on one or more Contact Center Suites; Cisco, Genesys, Avaya or inContact (or like Cloud Contact Center platform)Advanced knowledge of networking principles and applications
•Federal or State Government experience preferred
•Ability to manage vendor relationships
•Knowledge of the contact center market and related products and industry
•Bachelor’s Degree preferred
•Excellent networking skills, especially with regard to distribution channels and vendor relations
•Up to 25 percent travel
•Strong motivational skills, especially when it comes to leading a team
 

Essential Duties and Responsibilities:
- Design, configure and support the Cisco Enterprise infrastructure driving the company’s IP PBX/VoIP growth.
- Serve in a lead technical role and interact with other Telecom and IT team members as well as various internal customers and external vendors.
- Provide engineering and support on Cisco UC and Contact Center Platforms including CUCM, CUC, UCCX and UCCE, Session Border Controllers, voice gateways, voice circuits (IP and/or TDM).
- Engineer, configure and lead the design, configuration and deployment of all Unified Communications infrastructure.
- Configure/troubleshoot/build profiles, etc. in a Cisco CUCM, UCCE solution.
- Design, implement, manage, and troubleshoot Cisco Unified Communications Systems, including Call Manager/Unified Communications Manager and Contact Center Enterprise.
- Responsible for implementation (build) of a variety of voice patterns including Cisco and Contact Center applications and peripherals.
- Install and configure Voice Gateways and Gatekeepers as part of the IP telephony system.
- Assess, design and document technical requirements supporting business/RFP needs.
- Analyze existing voice and data networks and recommend solutions.
- Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems.
- Perform other duties as assigned by leadership.

Minimum Requirements:
- Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent experience.
- Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
- Exercises judgement in selecting methods, techniques and evaluation criteria for obtaining results.
- Networks with key contacts outside own area of expertise.
- Determines methods and procedures on new assignments and may coordinate activities of other personnel as a team lead. .


 
EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.