Senior Systems Engineer, Unified Communications

Job Description:

Senior Systems Engineer, Unified Communications

Description

ABOUT US

About the Information Service and Technology (IST) Department : Marin County IST connects the people of Marin with their government by providing innovative products and services tailored to the needs of our departments and communities accessible anytime, anywhere. We provide centralized IT services to County departments across four key areas.

• Business Solutions Delivery
• Enterprise Platforms & Services
• Governance, Security, & Compliance
• Innovative Digital Solutions

In addition to a full benefits package that includes Medical, Dental, Vision, Pension/Retirement, deferred compensation, and flexible spending accounts, we offer our employees:

• Hybrid (telework/onsite) work schedules
• Options for Alternative Work Schedules (such as 4-5/9’s)
• A culture of public service collaboration and work/life balance
• Training and career development opportunities
• County benefits such as Employee Assistance Program (EAP) and Tuition Assistance Program (TAP)

About the Telephone Services / Unified Communications Team: Our mission is to deliver value to County departments and constituents by providing a high quality and cost-effective voice communications architecture. We are responsible for day-to-day support and maintenance of the County telephone system as well as smaller County offices with standalone telephone systems. Additionally, we engineer and manage the County’s voice network and voice systems and continuously research and evaluate emerging voice technologies so that we can recommend and implement new innovations for the County.

ABOUT THE POSITION

There is one vacancy for a Senior Systems Engineer on the Telephone Services / Unified CommunicationsTeam. Reporting to the Principal Systems Analyst of Telephone Services, this engineer helps to provide and support communications systems for County employees, including unified communications systems, telephones, voicemail, automated attendants and related applications. They analyze, configure, diagnose and correct problems related to these voice communications systems, networks and applications. This engineer also works with County departments to develop voice applications, perform cost/benefit/feasibility studies and set up implementation plans for new offices, automated attendant applications, and other technological services. Duties for this Engineer also include:

• Vendor management and support: This Engineer works with vendors to install telephony hardware and software under general supervision. They obtain vendor quotes, approve statements-of-work, coordinate services, and manage and document implementation and operational projects.

• Systems Administration and Support: They perform system administration, maintenance, troubleshooting and reporting for systems such as telephone, voicemail, mass notification, automated attendant applications, speech recognition, call accounting, contact center, enterprise fax server, and e911, plus system architecture and end-user support for all related applications. They can access voice platforms experiencing problems or outages to perform fault detection and problem analysis.

• Help Desk and Service Requests: This engineer responds to Help Desk tickets and end-user requests related to communication services, providing high-quality customer support for voice technologies. They keep up to date with the client’s business needs to recommend and implement voice solutions that effectively support their operations.

The Senior Engineer is the technical specialist level in the series. Under some direction, they can perform a wide variety of duties related to complex technical assignments and exercise independent judgment in their work.

Remote Work Options: Some duties for this position may be performed remotely and options for a hybrid (telework/onsite) work schedule are available. However, the successful candidate must be able to report to County facilities for various meetings and work assignments upon short notice, as needed, and when deemed appropriate.

ABOUT YOU

Our Highly Qualified Candidate: The highly qualified candidate for this role is a highly technical and detailed engineer who is committed to collaboration and customer service. They are an expert in industry standards for requirements, specifications and implementations for telephony and voice data products and services. They are avid learners who can enthusiastically take on the challenge of learning and understanding how software and hardware components of the County’s voice network operate and interconnect. They can work independently but are also strong collaborators with both technical and non-technical users.

As a Senior-level Engineer, they also demonstrate strong project leadership and coordination skills. As part of their responsibilities in vendor recommendation, coordination and management, they also have a functional grasp of cost benefit analysis and project management practices and can understand and make recommendations on E911 related regulations, technology and systems.

Additionally, this engineer is experienced and knowledgeable in the operations, installation, procedures and/or requirements of the following:

• Unified Communications (UC) and unified messaging such as Cisco, Microsoft Teams, Avaya, and Nortel.
• Telephone set features, virtual VoIP (softphone) applications and features.
• Cisco Unified Communication Manager, Cisco Unity, Cisco Finesse
• Cisco Jabber for Mobile, Cisco Jabber for PC, bridging enterprise PBX functionality to mobile devices
• Cisco telephony servers, hardware, voice gateways, Cisco Unified Border Element (CUBE) Session Border Controller (SBC), Cisco analog gateways
• Call Detail Reporting (CDR) and call accounting
• Project management for voice and data telecommunications services and systems.
• Transmission systems used for voice and data transport, such as T1, microwave, ISDN, SIP trunking, and central office trunking and VoIP (Voice over Internet Protocol) infrastructure.
• Techniques and methods of telephone systems analysis.
• Personal computer office productivity and telecommunications applications.

ADDITIONAL SENIOR SYSTEMS ENGINEER QUALIFICATIONS
Knowledge of:

• Computer hardware platforms, operating systems, and middleware systems.
• Records management and documentation principles and standards.
• Middleware products and deployment of multi-tier components.
• Networking Principles.
• Information and Communication Technology (ICT) Accessibility.
• Information Security Principles.
• Principles of customer support and service.
• Principles and practices of technical problem solving.
• Testing standards and procedures.
• Application architecture and associated communication protocols.
• Design of multi-tier environments.

Ability to:

• Analyze and resolve problems in applications, and software and hardware integration.
• Apply technology to provide business solutions.
• Work effectively with clients, peers, and support teams to ensure that tasks are completed accurately and in a timely manner.
• Communicate effectively both orally and in writing.
• Communicate technical information to non-technical staff and customer departments.
• Evaluate and select hardware and software and work effectively with vendors to integrate solutions.
• Analyze and resolve complex problems, including applications, and hardware and software integrations.
• Work effectively with clients, peers, and support teams to define business requirements, provide support for software, hardware, and applications, and ensure that tasks are completed accurately and in a timely manner.
• Research potential solutions and make recommendations for implementation; and apply technology to provide business solutions.
• Develop solutions and recommend technology to provide target business outcomes.

MINIMUM QUALIFICATIONS

Any six-year combination of recent professional experience and/or relevant computer science coursework that demonstrates the necessary knowledge and abilities. A typical way of achieving these requirements would be graduation with a bachelor’s degree from an accredited program in computer science or a related field. Please note:

• Twelve (12) semester units of coursework from an accredited program and in a discipline relevant to the assignment is equivalent to a full year of related professional experience.
• A completed certification program relevant to the assignment and knowledge and abilities necessary of the role.
• A training program with evidence of completion providing the knowledge and abilities necessary of the role.
• An internship and/or apprenticeship providing the required knowledge and abilities of the role.
• Relevant professional experience demonstrating knowledge and abilities necessary of the role.

Special Sub-class Recruitments
Recruitments for positions in this class may be conducted according to the program or department in which a vacancy exists and the special certificates, licenses and/or experience requirements of the position.

Special Requirements: The successful candidate may be required to successfully complete a LiveScan background investigation.

IMPORTANT INFORMATION

All applicants will receive email notifications regarding their status in the recruitment process. Please be sure to check your spam settings to allow our emails to reach you. You may also log into your GovernmentJobs.com account to view these emails.

Testing and Eligible List: Depending on the number of qualified applications received, the examination may consist of a highly qualified review, application screening, online assessment, written examination, oral examination, performance examination, or any combination to determine which candidates' names will be placed on the eligible list. The eligible list established from this recruitment may be used to fill the current vacancy, and any future vacancies for open, fixed-term, full-time or part-time positions which may occur while the list remains active.

Disaster Service Workers: All County of Marin employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Equal Employment Opportunity Employer: If you have questions regarding equal employment opportunities, please contact Roger Crawford, Equal Employment Opportunity Director, at 415-473-2095. If you have questions concerning this position announcement, please contact Catherine Heckendorf at Catherine.Heckendorf@MarinCounty.gov .

PLEASE NOTE: The benefits described herein do not apply to temporary (contingent) or to part-time employees that work less than 50%.

COUNTY OF MARIN BENEFITS: GENERAL
Below are some of the excellent benefits the County offers. More information about our benefits can be found on the Marin County's Benefits Homepage .

Paid Time Off : Competitive vacation accrual; 12 holidays per year; and generous sick leave accruals. Additional types of paid leaves are available for some bargaining units.

Health Plan : Choice of four health plans (two Kaiser HMOs, Western Health Advantage HMO, and an Anthem Blue Cross PPO) along with dental through Delta Dental PPO, and vision through Vision Service Plan (VSP). There is a County contribution toward the premiums (the contribution amount varies depending on coverage tier elected such as employee only, employee + 1, employee + family). Plus, the County offers excellent Life Insurance, Disability, Flexible Spending Plans, a Dependent Care Assistance Program, professional development and more.

Retirement : Defined benefit plan under the County Employees Retirement Act of 1937. More information can be found online at www.mcera.org.

IRS 457 Plan : Choice of pre-tax or post-tax (Roth) employee contribution up to the IRS annual maximum.

Retiree Medical : The County provides access to group health plan coverage to eligible retirees.

For specific questions regarding the employment process, please contact Human Resources at (415) 473-6104. For additional details about the benefits or retirement, please contact the Benefits Division at (415) 473-2197.

*IMPORTANT NOTE: Benefits described herein do not represent a contract and may be changed without notice.

Closing Date/Time: 4/25/2025 11:59 PM Pacific

Salary:

$112,086.00 - $135,603.00 Annually