Voice Engineer

Company: UC Berkeley

Title: Voice Engineer

Location: Berkeley, CA (must be local)

Duration: FTE

1. Salary: $70,000-$76,000 Base

Interview Process: 3 rounds, virtual

Start Date: 11/18/24

Description:

Insight Global is looking for a Voice Engineer to join one of our largest higher education clients. This individual will be responsible for the day-to-day operations, customer issues and moves, & adds and change requests for the campus voice network. The stand-out skills that this resource should have are a strong background in Avaya VoIP environments, hands-on networking experience, and a team player eager to join this tight, but supportive group. Voice Services is a part of Communications and Network Services in Campus IT Infrastructure and they’re responsible for providing solutions to campus, administration, faculty, staff, and students. The unit plays a crucial role in ensuring effective communication solutions for the campus community. With over 9000 lines, 1200 soft phones, and some Centrex lines—this engineer has quite the impact on campus infrastructure.

Role Details & General D2D:

On-site Hardware Maintenance:

• Evaluates user and network requirements.
• Conducts basic project planning, cost analysis and vendor comparisons.
• Gathers and analyzes resource data to assist other analysts in traffic study analyses.
• Consults with users/departments to determine communication needs.
• Under the supervision of Sr. Voice Engineers, the incumbent will be required to replace hardware parts for Avaya G4XX media gateways, such as power supplies and peripheral boards.
• In addition, there will be requirements to repair blue light emergency phones.
• Quarterly proactive onsite system maintenance will be required to ensure Avaya Media Gateways are in optimum running health.
• Part of this check will require running health commands on the media gateways to see which media gateway requires servicing.

Administrative & Training

• Attend meetings, participate, and contribute to continual process improvement projects.
• Document/update telephony inventory and design documents.
• Attend and complete university mandatory training.
• Attend Avaya International Users Group (IAUG) quarterly meetings.
• Fill out and submit change management forms for all maintenance.
• Attend training to improve knowledge of telephony infrastructure.

Voice Incident Resolution:

Troubleshoots moderately complex issues in data or voice distribution and access network components and electronics. Works directly with vendor/manufacturer technical support to resolve basic or routine hardware and software issues.

• Responsible for day-to-day troubleshooting of Avaya digital phones, SIP Phones, Avaya Workplace & Avaya Agent for Desktop, Analog lines, T1/PRIs, and SIP trunks.
• Updates all incident tickets in a timely manner to maintain SLA and keep customers apprised of their respective incidents.
• Develops lessons learned documentation for major incidents.
• Works with vendors, carriers, or other internal IT departments to resolve telephony incidents.
• Performs on-call rotation duties to ensure the availability of critical systems.

Voice Service Request:

Implements routine or basic communications and network system changes. Installs distribution and access electronics. Participates in the configuration and testing of basic network diagnostic tools and software.

• Resolves all service requests for onsite and off-campus locations.
• Provides timely updates to customers related to their service requests by updating and resolving service request tickets.
• Develop or update documentation related to infrastructure changes caused by MACs new office/building build-outs or major office moves.

Other:

Participates in general department project/s tasks to support the university's goals and mission. In addition, assist in the development and testing of basic network diagnostic tools and applications.

Must-Haves:

• 3+ years minimum experience working in large Avaya environments.
• 1 year minimum experience working with Avaya Session Manager and SIP environment (Avaya System Manager is used to resolve SIP configuration problems).
• Knowledge in the area of local and wide area networking, communications, and related hardware and software with multiple administration tools.
• A valid driver's license and DMV check for driving record is required.
• Basic understanding of various network hardware platforms, network related protocols and software, and related technical standards critical to the operation of interconnected networks.
• Experience working with network diagnostic and performance management tools and software.
• Must have a strong understanding of cross-connects and TDM technologies to resolve wiring problems, data cable cat5e infrastructure to resolve SIP connectivity issues/phone activation orders, and voicemail systems to resolve voicemail issues.
• Proficient with Avaya phone features to provide user-to-user phone training during MACs.
• Knowledge of ticketing systems (ie. ServiceNow) & excellent customer service skills.

Plusses:

• Avaya ACIS (Avaya Certified Implementation Specialist) or ACSS (Avaya Certified Support Specialist) Certification.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.