Job ID: CT-59204 (98291001)
Hybrid Telecom Engineer with PBX, Avaya, NEC, CO/PRI circuits, PRI/T1, SIP trunks, networking, mobile, video conferencing, Five9 experience
Location: Hartford CT (DEPARTMENT OF CHILDREN AND FAMILIES)
Duration: 12 months
Required Skills and Experience:
Technical Expertise with PBX and voice-mail (Avaya and NEC) systems
Responsible for daily moves, adds, changes, and repairs as needed
Proactively monitors systems responsiveness, communicated, and report issues
Support contact center platform services and all project related and ongoing operation for voice communication services
Working with vendor and telco for wiring and CO/PRI circuits
Monitoring call accounting system and produce call detail reports as needed
Have detailed understanding of telecommunication infrastructure such as PRI/T1, SIP trunks and experience troubleshooting those systems
Installation and support of communications hardware and software
Analysis, design and development of communications systems
Network hardware and software installation and support
End user support – face to face and via telephone
Familiarity with cellular communications and mobile devices
Excellent customer service skills
PC Hardware and software use
Additional Preferred Qualifications:
· Expertise implementing and supporting Avaya and/or NEC systems
· Expertise with video conferencing systems
· Experience with Five9 contact center
· Experience with SIP trunking
Position Role and Deliverables:
We currently need a Telecommunications System Engineer to provide centralized and on-site services to DCF staff in various locations around the state. The incumbent works under the supervision and direction of the Telecommunications Manager at the Department of Administrative Services/Bureau of Information Technology Solutions (DAS – BITS or BITS) but work is performed in service of the Department of Children and Families (DCF) The home location will be the DCF Central Office in Hartford with remote offices supported around Connecticut. Maintaining a customer focus is essential and the incumbent needs to be able to triage problems, troubleshoot issues and work with vendors and staff at all levels to quickly and efficiently deliver new systems and to resolve support requirements.
The consultant will be expected to work with Avaya and NEC systems in both distributed and centralized environments. The consultant will work with vendors to provide support services as repairs as required. Basic computer skills are needed to place orders, track issues and generate usage reports. Some mobile communications support and level 1 Help Desk services may be required from time to time.
Maintaining good customer relations while triaging and resolving issues is key.