Senior Software Engineer, IT Infrastructure

Network OperationsUS Exempt RegularFull timeStateside Exempt 4.2Location: Adelphi, MD (Hybrid)

Summary:

Responsible for the operation and maintenance of Voice over Internet Protocol (VoIP) services and related telecommunications systems including analysis, coordination, and implementation.  A key participant on the team responsible for expert analysis / troubleshooting, system & network monitoring of all VoIP solutions, day to day maintenance and support as required. Defines requirements, solutions, vendor and platform evaluations, design certifications, and engineering. A key support person for various hardware, software, and equipment issues and problems, as well as service or maintenance for the various telecommunications equipment and systems.  Plays a role in the continual improvement of the call processing network through technology and process changes.

Duties and Responsibilities:

• Responsible for the design, installation, maintenance and overall performance of the voice network, including establishing routing groups, analog and digital line configurations and installations, voice mail, reporting; voice gateways, IP call processing equipment, Cisco CTI.

• Design install and maintain an enterprise level voice solution for the Adelphi campus and remote sites.

• Provides technology support by installing servers, routers, and systems hardware. Trouble-shoots, maintains, upgrades, and provides solutions to voice quality issues and call routing problems and to complex hardware/software problems.

• Analyzes the existing voice and data networks and recommends solutions.

• Receives and processes service requests; supports voice system moves, adds and changes; resolves issues with telecommunications vendors. New voice system installation assistance.

• Insures that systems perform in a manner which meets business needs and objectives.

• Executes complex tasks as well as accepts and resolves escalated complex support issues.

• Serves as voice technical resource and subject matter expert.  Serves as a technical resource for the resolution of moderate to complex Voice, Voice mail, system servers, and network problems.

• Collaborates with users, vendors, and other technical staff members on the identification, isolation and correction of problems as well as enhancements in the voice networks and systems.

• May mentor less experienced Voice Engineers. Provide formal or informal knowledge sharing regarding the use of new and existing technologies and firm processes.

• Assesses customer's voice needs and conduct infrastructure planning and network assessments.

• Defines and develops cost effective voice solutions/enhancements that optimize the balance between business needs and communications equipment/software capabilities to include: researching, performing cost benefit analysis, recommending and gaining commitments.

• Participates in the development and implementation of best practices, policies, processes and procedures for the communications team as well as the enterprise.

• Assists in the management of projects through company's project management methodology.

• Consistently follows standard change management processes and ensures less experienced engineers also do. Document and evaluate impact of required changes to the various networked systems. Plan, schedule and communicate changes to be implemented.

• Interfaces with departments regarding telecommunications issues.

Skills: 

• Hands on expertise in wireless protocols, architecture and technology.

• Demonstrated expertise in one or more of the following:

  • Successful development and implementation of new technologies and work processes

  • High competency in project management and the execution of multiple or large projects, with experience in cross-functional environments

  • Strategic thinking

  • Relationship management

  • Multidisciplinary, high-performance work teams/groups

  • Developing efficient and effective solutions to diverse and complex business problems

• Demonstrated expertise in several of the following:

  • Cisco Call Manager

  • Cisco ICM or other ACD systems

  • Cisco IP Contact Center or other call center systems

  • Cisco UCCE UCCX

  • Unified messaging, voice mail

  • Informacast CallAware

  • Innline Innovation

Education & Experience Requirements:

Experience:

• 7-8 years related experience in telephone systems/software, system servers, data network engineering (hardware and software), network security practices, and designing/planning/implementing LANs and WANs. 

• 3 or more years' experience in VoIP network engineering

• Designing/planning/implementing LANs and WANs.

• Has solid knowledge and expertise in four disciplines: Traditional telephony: traditional telephone expertise in call routing; PBX / ACD concepts and practices; PRI and SIP Trunking; System engineering: installing and configuring servers; performance monitoring vendor servers; basic and advance troubleshooting server operating systems; basic and advanced troubleshooting of server hardware platforms; Network engineering: installing and configuring Cisco routers, switches and voice gateways; performance monitoring of Cisco network devices; basic and advanced troubleshooting of Cisco Input; VoIP technologies: highly desirable are Cisco products

• Knowledge of industry practices.

• Ability to analyze, define, and quickly identify technical problems with systems

• Solid knowledge of basic telephone service telecommunication fundamental system operation and support, and type of transmission techniques; operation of private branch exchange features, traffic programs, and traffic reports

• Demonstrated expertise with project management tools and techniques including metrics.

• Ability to communicate clearly and concisely on both technical and non-technical matters (written, verbal)

• Demonstrated high level of initiative and ability in effective working relationships

• Technical expertise in many of the following:

  • Multi-layer network solutions in the Enterprises, IP Telephony, Call Manager, Unity, IPCC

  • Meeting Place Security: PIX Firewalls, ACL, IPSEC, VPN Solutions, ASA 5500 series

  • Layer 2,3 and 4 Expertise: Cisco IOS/Cat OS Core Switching, STP, VLAN Architectures, Port security

  • Routing: BGP, IBGP, OSPF, IGRP, EBGP, EIGRP, IS-IS, LRG, Multi-cast, GNIC, CIDR

  • WAN: ATM, POS, T-1, CSU/DSU, Frame Relay, DSL, Broadband, wireless, SNMP

  • OS: IOS, Windows, Unix, Linux

  • Tools: MS Office, Visio,

  • Voice/Data Switching;

  • VoIP

Preferred Experience Requirements:

Education:

• Bachelor's Degree

Experience:

• Experience managing offshore teams and vendor relationships is highly desirable. 

• Advanced experience in analyzing operations, coordination and carrying out special projects from planning through implementation and support, with Microsoft servers and Cisco networking and operations experience highly desirable if not mandatory.

Certifications:

• Cisco Certified Internetwork Expert (CCIE/Voice, CCIE/Switching)

• Cisco Certified Internetwork Professional (CCIP)

• Cisco Certified Network Associate - Voice

• Cisco Certified Network Professional - Voice

• Cisco IP Contact Center Express Specialist (CPCC)

• Cisco IP Telephony Design Specialist

• Cisco IP Telephony Support Specialist

• Cisco Certified Network Associate(CCNA)

• Cisco Certified Network Professional (CCNP)

• Microsoft Teams Voice Engineer

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range:

$132,200.00 - $170,900.00