Job Description

Manages and supports Dallas County’s enterprise voice systems by configuring, maintaining, and troubleshooting VoIP infrastructure. Works under general supervision to support platforms such as Cisco Unified Communications Manager (CUCM), voice gateways, SIP trunks, and Session Border Controllers (SBCs), while collaborating with network and support teams to ensure reliable voice services.
Configures, maintains, and troubleshoots VoIP infrastructure following established standards. Monitors call quality issues and resolves routine VoIP incidents and requests. Collaborates with vendors and carriers to resolve service issues and coordinate changes. Assists with upgrades, patches, and backups with assistance from Senior staff on VoIP systems. Ensures voice systems security through TLS, and SBC configurations. Works with networking teams to implement approved QoS and firewall policies. Performs other duties as assigned.
Education, Experience and Training: Education and experience equivalent to a Bachelor’s degree from an accredited college or university in Computer Science, Information Technology, Mathematics, Engineering or in a job-related field of study. Two (2) years of hands-on support and operational support in the maintenance of Unified communications, routing, trunks and related infrastructure. Special Requirements/Knowledge, Skills & Abilities: Must have a valid Texas Driver’s License and good driving record. Will be required to provide a copy of 10-year driving history. Must maintain a good driving record and remain in compliance with Article II, Subdivision II of Chapter 90 of the Dallas County Code. “Individuals holding or considered for a position which has, or may have, access to criminal justice databases including the FBI Criminal Justice Information Systems, NCIC/TCIC and similar databases, must pass a national fingerprint-based records check prior to placement in such position and may be denied placement in such positions and/or access to such systems. Incumbents must also maintain the ability to pass the records check while in the position or until such time that the Commissioners Court and the County Civil Service Commission deem this position no longer has this requirement.” • Knowledge and understanding of VoIP protocols: SIP, RTP, SRTP and VoIP tools: Wireshark, RTMT, SIP traces. • Knowledge of Cisco UC platforms: CUCM, Unity, UCCX • Knowledge of Voice gateways and SBCs (Cisco, AudioCodes, Ribbon). • Skill in SIP trunking and call routing. • Knowledge of IP networking: VLANs, QoS, NAT, DNS, DHCP • Excellent organization, communication and writing skills, and have the ability to collaborate with vendors and carriers across different platforms: Teams, Webex. • Knowledge of ITIL practices and documentation tools. Physical/Environmental Requirements: Availability for on-call support or after-hours maintenance windows. Ability to work in an office, data center, or remote environment as needed.
Established in 1846, Dallas County is committed to serving the community through innovation, transparency, and efficiency. As the second largest county in Texas, we provide a wide range of services to support the safety, health, and well-being of our residents. From public safety and justice to health services and infrastructure, our team is dedicated to fostering a thriving, inclusive, and resilient community. With a focus on operational excellence and a commitment to continuous improvement, Dallas County works to deliver the highest quality services that enhance the lives of all who live, work, and visit here.