Job Description

Provides advanced administration and support of enterprise VoIP systems. Independently manages changes, resolves complex issues, and serves as an escalation point. Contributes to system design, optimization, and service improvements while collaborating across IT teams.
Ensures reliable service performance of VoIP systems by performing regular monitoring, troubleshooting, and resolution of issues. Installs, configures, and supports VoIP devices (e.g., phones, gateways, and IP PBX systems) for users across Dallas County facilities. Provides tier-2 and tier-3 support and serves as escalation point for VoIP incidents and problems. Optimizes the efficiency and reliability of VoIP systems by identifying and addressing areas for improvement. Collaborates with the network and systems engineering teams to ensure the VoIP network integrates well with other systems. Assists in the design, testing, and implementation of VoIP architecture enhancements and new services. Coordinates with vendors, carriers, and internal engineering teams on maintenance and system changes. 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, Business Administration, Mathematics, Engineering or in a job-related field of study. Three (3) years of work-related experience, including two (2) years managing and supporting VoIP systems. Enterprise experience with VoIP protocols (SIP, H.323, etc.), and systems (e.g., Cisco Unified Communications, Avaya, or similar). Experience working in government or large enterprise environments is preferred. 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.” • Strong troubleshooting and problem-solving skills in a VoIP network environment. • Knowledge of telephony systems and devices, including softphones, IP phones, and PBX administration. • Proficient in VoIP-related software tools for monitoring and managing performance. • Ability to configure and maintain IP telephony hardware and software solutions. • Strong communications skills, both written and verbal to interact with technical and non-technical staff. • Knowledge of security best practices for VoIP systems, including encryption, authentication, and access control. • Knowledge of network protocols and infrastructure, including LAN/WAN, VLANs, and QoS principles related to VoIP. Physical/Environmental Requirements: On-call 24/7. Typically works in a standard office environment.
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.