The Telephony Engineer II maintains and optimizes VoIP infrastructure, conducts operations and installation tasks, and supports customers on telecommunication platforms.
Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
* Job Summary
* A Telephony Engineer II plays an important role in the alignment and execution of strategic services related to engineering. The Telephony Engineer will maintain, administer, and optimize CDW's VoIP infrastructure, collaboration platforms and services. Practical knowledge of one or multiple Cisco voice platforms including Cisco Unified Communications Manager (CUCM), Cisco Unity, Cisco Contact Center (UCCX), Cisco Unified Border Element (CUBE), Jabber, WebEx App and video conference system is necessary as you collaborate with all peers and internal business partners to ensure positive outcomes.
* What you will do:
* Perform tasks relating to operations, installation, and/or maintenance for local, off-site and/or remote locations.
* Ensures uninterrupted access to all CDW voice and video telecommunication platforms.
* Analyzes, evaluates, and maintains CDW's telecommunication and video systems
* Implement and test telecommunications software solutions.
* Follows industry best practices for analysis, installation, and quality assurance of transmission mediums and infrastructure components.
* Provides customer training of the telecommunications features and functionality.
* Perform analysis, acquisition, and installation of remote hardware and software. Interfaces with internal/external customers and vendors to determine system needs.
* Serve as technical expert on a functional basis for the resolution of complex telephony problems.
* Create the Business Continuity Plan for CDW Telephony platforms and lead business continuity planning reviews and tests for all CDW Telecommunication platforms.
* Ensure functionality of all telecommunications monitoring for service failures, performance problems.
* Coordinate with the Telephony Team for level 1 and 2 support of complex issues.
* Plan changes by coordinating with team and acquire necessary approval from change advisory board.
* Responsible for the installation of operating systems and security patches.
* Responsible for assessing the applicability of vulnerabilities and maintain security compliance of telephony voice and video solutions.
* Work off hours and weekends as instructed by the business.
* Participate in a rotational on-call schedule.
* Provide advice and guidance on operational issues and mentor lower-level engineers.
* Collaborate with business owners to complete project requirements.
* Coordinate with vendors to troubleshoot and repair outages.
* What we expect of you:
* Bachelor's degree and 3 years' experience in software/hardware voice/video network design and analysis; OR,
* 7 years' experience in software/hardware voice/video network design and analysis
* Broad knowledge of voice, data and video communications systems, dial plans, switching architecture, telephony, contact center scripting, and wiring.
* Experience with moves, adds, and changes, fault isolation and resolution, and end-user support.
* Advanced knowledge of TCP/IP, QoS, SIP signaling, and call flow.
* Advanced experience with Telecom Carrier services; ordering, installation, and troubleshooting.
* Advanced knowledge of VoIP technologies and actual implementation / support experience.
* Advanced knowledge of (but not limited to) Cisco voice and video platforms.
* Ability to lead complex projects with minimal assistance.
* Ability to communicate effectively and constructively with coworkers and executives at all levels.
* Strong documentation skills with impeccable attention to detail.
* Advanced troubleshooting skills.
* CCNA, CCNP, or Collaboration certification preferred.
* Experience with Microsoft tools such as Outlook, Word, Excel, Visio, OneDrive, SharePoint, Teams, a plus.
* Experience with ServiceNow, a plus. Pay range: $75,000.00 - $116,800.00, depending on experience and skill set Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials #LI-SC3
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
* Job Summary
* A Telephony Engineer II plays an important role in the alignment and execution of strategic services related to engineering. The Telephony Engineer will maintain, administer, and optimize CDW's VoIP infrastructure, collaboration platforms and services. Practical knowledge of one or multiple Cisco voice platforms including Cisco Unified Communications Manager (CUCM), Cisco Unity, Cisco Contact Center (UCCX), Cisco Unified Border Element (CUBE), Jabber, WebEx App and video conference system is necessary as you collaborate with all peers and internal business partners to ensure positive outcomes.
* What you will do:
* Perform tasks relating to operations, installation, and/or maintenance for local, off-site and/or remote locations.
* Ensures uninterrupted access to all CDW voice and video telecommunication platforms.
* Analyzes, evaluates, and maintains CDW's telecommunication and video systems
* Implement and test telecommunications software solutions.
* Follows industry best practices for analysis, installation, and quality assurance of transmission mediums and infrastructure components.
* Provides customer training of the telecommunications features and functionality.
* Perform analysis, acquisition, and installation of remote hardware and software. Interfaces with internal/external customers and vendors to determine system needs.
* Serve as technical expert on a functional basis for the resolution of complex telephony problems.
* Create the Business Continuity Plan for CDW Telephony platforms and lead business continuity planning reviews and tests for all CDW Telecommunication platforms.
* Ensure functionality of all telecommunications monitoring for service failures, performance problems.
* Coordinate with the Telephony Team for level 1 and 2 support of complex issues.
* Plan changes by coordinating with team and acquire necessary approval from change advisory board.
* Responsible for the installation of operating systems and security patches.
* Responsible for assessing the applicability of vulnerabilities and maintain security compliance of telephony voice and video solutions.
* Work off hours and weekends as instructed by the business.
* Participate in a rotational on-call schedule.
* Provide advice and guidance on operational issues and mentor lower-level engineers.
* Collaborate with business owners to complete project requirements.
* Coordinate with vendors to troubleshoot and repair outages.
* What we expect of you:
* Bachelor's degree and 3 years' experience in software/hardware voice/video network design and analysis; OR,
* 7 years' experience in software/hardware voice/video network design and analysis
* Broad knowledge of voice, data and video communications systems, dial plans, switching architecture, telephony, contact center scripting, and wiring.
* Experience with moves, adds, and changes, fault isolation and resolution, and end-user support.
* Advanced knowledge of TCP/IP, QoS, SIP signaling, and call flow.
* Advanced experience with Telecom Carrier services; ordering, installation, and troubleshooting.
* Advanced knowledge of VoIP technologies and actual implementation / support experience.
* Advanced knowledge of (but not limited to) Cisco voice and video platforms.
* Ability to lead complex projects with minimal assistance.
* Ability to communicate effectively and constructively with coworkers and executives at all levels.
* Strong documentation skills with impeccable attention to detail.
* Advanced troubleshooting skills.
* CCNA, CCNP, or Collaboration certification preferred.
* Experience with Microsoft tools such as Outlook, Word, Excel, Visio, OneDrive, SharePoint, Teams, a plus.
* Experience with ServiceNow, a plus. Pay range: $75,000.00 - $116,800.00, depending on experience and skill set Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials #LI-SC3
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
Top Skills
Cisco Contact Center
Cisco Unified Border Element
Cisco Unified Communications Manager
Cisco Unity
Jabber
Qos
Sip Signaling
Tcp/Ip
Voip
Webex
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