Telephony Administrator

 Minimum of 4 years’ experience working in the Unified Communications Voice and

Telecommunication field
 Assists with strategic and tactical planning for telecommunication systems and related
technology initiatives
 Responsible for advocating the department’s technical and operational interests in the design
and implementation of system replacements and/or upgrades
 Participates in the investigation, development, and implementation of the applications
supporting the call taking and dispatch functions
 Responsible for the systems administration associated with, move, add or change requests
 Responsible for managing vendor maintenance activities consistent with contractual
requirements and managing trouble-ticket processes for timely resolution
 Responsible for providing ongoing technical support to system end-users
 Responsible for maintaining systems technical and operational documentation
 Responsible for maintaining inventories
 Responsible for participating in continuity of operations planning for Emergency Operations
Center telephone operations
 Responsible for supporting cyber security initiatives for Telecommunications systems
 Responsible for serving as the department’s technical contact for telecommunication systems
vendors/providers
 Assist with the preparation, distribution, and evaluation of Requests for Proposal (RFP) and
Requests for Quotation (RFQ)
 Responsible for conducting annual and periodic reviews of telephone call center data to make
operational improvement recommendations based upon industry best practices
 Responsible for participating in the Account Payable process by conducting monthly reviews and
annual audits of telephone systems vendor invoices and customer service records
 Minimum of 4 years hands-on experience with Avaya or other phone systems, including analog
in a LAN environment
 Solid understanding of asterisk, freepbx, PABX, Center applications, DIDs, phone trees,
announcements, ARS routing, call flow, voicemail, and all phone/voice technology, analog or
other
 Some knowledge of Cisco configuration and support of switches
 Some understanding of high-availability wireless LAN controllers and Wireless Access Points
 Experience troubleshooting wired and wireless connectivity
 Understanding of IPv4 addressing, VLANs, Multicast, SNMP, DNS, DHCP
 Some understanding of server virtualization utilizing VMware ESXi as the hosting environment
for telephony services
 Ability to communicate with all individuals in a professional and courteous manner both verbally
and in writing
 Ability to multitask
Sr. Telephony Administrator

 Minimum of 5 years’ experience working in the Unified Communications Voice and

Telecommunication field
 Minimum of 6 years’ experience or equivalent working in an IT or IT-related field
 Work outside of regular working hours during maintenance windows, planned upgrades, and
unexpected outages
 Demonstrate a functional and technical understanding and knowledge towards role
responsibilities
 Advanced knowledge and experience with external telecommunication services, such as vendor
management, Session Initiation Protocol (SIP), Plain Old Telephone Service (POTS), T1 and E1,
dialing.
 Advanced knowledge and experience with foundational concepts, such as route plans, interop,
VoIP, and dial plans
 Foundational knowledge and experience in supporting contact center environments
 Knowledge of on-premises and cloud-connected enterprise infrastructure systems, including
servers, routers, switches (physical and software-defined), firewalls, load balancers, server and
desktop virtualization, and could computing
 Understanding of on-premises and cloud-connected enterprise infrastructure software,
including operational systems (Microsoft Windows, Linux, and UNIX), patch management, virus
protection, Microsoft Office platforms (SharePoint and Teams), Active Directory and GCP, DHCP,
DNS, Microsoft Exchange, ID management systems, and various database platforms (Microsoft
SQL, and Postgress)
 Familiarity of on-premises and cloud-connected enterprise storage systems including, direct-
attached storage, object-based, NAS, and SAN
 Knowledge of telecommunication infrastructure and essential communications systems,
including Cell sites, Wide Area Networks (WAN), Local Area Network (LAN), copper ethernet,
fiber-optic networks, intra-building cabling, speech, audio/visual solutions, security, call centers,
SIP trunks, PRIs, and VoIP
 Knowledge of server and network security, including role or rule-based, logical and physical level
security, anti-virus end-point protection, and SSL encryption and certificates
 Read, write, speak, and comprehend English
 Understand and comply with safety rules and company polices
 Excellent written and verbal communication skills
 Confident, articulate, and professional speaking and presentation abilities
 Exemplary time and resource management, prioritization, and organizational skills
 Show sufficient collaboration techniques and skills with team members to understand career
goals and to create development plans
 Create a climate that empowers team members to do their best by instilling confidence and
promoting positive attitudes
 Follow all escalation procedures during critical or emergency situations
Telephony Supervisor

 Hires, coaches, reviews, supervises, and terminates assigned employees, or makes effective
suggestions and recommendations that are given weight regarding the employment status of
assigned employees.

 Maintains procedural manuals due to changes in operational policies and procedures; assists with
establishment of new procedures as new equipment or programs are implemented.

 Coordinates updating of directories and events schedules when notified of changes in order to
ensure access to correct information.

 Devises work schedule for telephone operators always ensuring adequate coverage of telephone
switchboard, revises work schedule as necessary.

 Prepares various reports such as traffic reports or weekly progress reports as requested by
supervisor.

 Reports telephone equipment failures by completing necessary paperwork and notifying

appropriate telecommunications personnel.

 Operates telephone switchboard in order to answer incoming calls; determines intent of caller and
makes appropriate connection.

 Coordinates disbursement of student telephone information through residence halls.

 Knowledge of centralized automated telephone systems.

 Knowledge of personal computers and operating systems.

 Knowledge of supervisory practices and principles.

 Skill in both verbal and written communication.

 Skill in dealing diplomatically with the public under stressful conditions.

 Develops and recommends policy and procedures relating to the use and maintenance of
telecommunications systems
Skill in office administration
Responsibilities

Work with developers to design algorithms and flowcharts

Produce clean, efficient code based on specifications

Integrate software components and third-party programs

Verify and deploy programs and systems

Troubleshoot, debug and upgrade existing software

Gather and evaluate user feedback

Recommend and execute improvements

Create technical documentation for reference and reporting

Requirements and skills

Proven experience as a Software Developer, Software Engineer or similar role

Familiarity with Agile development methodologies

Experience with software design and development in a test-driven environment

Knowledge of coding languages (e.g. PHP and other queries) and frameworks/systems.

Experience with databases and Object-Relational Mapping (ORM) frameworks (e.g.)

Ability to learn new languages and technologies

Excellent communication skills

Resourcefulness and troubleshooting aptitude

Attention to detail