Job Description

POSITION

The Information Technology Services team inthe Chicago Housing Authority (CHA) is seeking a highly skilled and experienced Telecom Unified Communications/VoIP Systems Engineer tojoin our dynamic team.Thispositionwillplayacrucialroleindesigning,building,implementing, andsupporting enterprise-widetelephone solutionsfor the ChicagoHousingAuthority, includingcloud,voice over internet protocol(VoIP), mobile, session initiation protocol(SIP), video,andvoice infrastructurethat integrateswiththird-partysolutions.Theengineer willalsoberesponsibleforplanning,coordinating, andexecutingmajorsystemupgrades,platform enhancements,andlifecyclereplacementinitiatives across all unifiedcommunications systems.

This employee will also support and maintain a contact center, Microsoft Teams based audio/video conferencerooms and UnifiedCommunicationstelecommunicationinfrastructure.Theywillcollaborate with cross-functional teams and leverage their expertise todeliver scalable, reliable, and secure communication systems.This role requiresstrong technical skills, hands-on experiencewith various unified communication/VolP technologies, conference room audio/video technologies, and a passion for delivering exceptional solutions.

This employee will work closely with other CHA teams, including Service Coordinators, Audio/Video Installers, IT Help Desk, Systems Engineers,Information Security team, and Network Engineers.

DUTIES AND RESPONSIBILITIES

• Handlesvariouslevelsofsupportworkwithserviceproviderstoresolvetelecom issues.
• Conducts hardware/software releases and upgrades in line with change management processes/procedures.
• Plans, coordinates, and implements system upgrades, platform migrations, and technology replacement initiatives toensure thelong-term stability and modernization ofallcommunications systems
• Conductstesting,performancemonitoring,andoptimization activitiestoensureoptimalsystem performance and user experience.
• Acts as liaison totelecom vendors to maintain critical systems, includingcloud and on-premises phone system infrastructure and SIP trunk services.
• Resolvetroubleticketsopenedbyend users.
• Establishesproceduresforthebackupofsystemcomponentsanddisaster recovery.
• Evaluates technology and services, including assessment, testing, deployment, project management, and documentation of hardware and software technologies.

• Supports the installation, configuration, maintenance, and monitoring of telecom equipment and the integration of voice and data hardware and software with current and future developed applications/technology platforms.
• Supports, configures, and maintains collaborationand communications platforms including WebEx,Calabria,CiscoUnity,CiscoEmergencyResponder(CER),RedSky,and2Ringapplications.
• Oversees integration of WebEx and other third-party platforms with existing UC/VoIP infrastructure and contact center systems.
• Tracksmarketdevelopments andmakesrecommendationsonupgrades, deviceengineering, and management solutions to improve efficiency.
• Overseesthedesign,programming,andimplementationofcallflowsto supportcontactcenter operations.
• Works withCHA Leadership totransform ourlegacy communicationsinfrastructureintoamodem unified communications platform, including strategic planning for upgrades, migrations, and system replacements.
• Designs and configures UC/VoIP solutions that integrate voice, data, customer relationship management(CRM)tools,andtextmessaging,ensuringscalability,reliability,andsecurity.
• CollaborateswithInformationTechnologyServices(ITS)cross-functionalteamstoensurenew systems align with overall network architecture, IT security policies, and regulatory and contractual requirements.
• Providesescalatedoff-hoursupportviaa24/7/365on-call rotation.
• Othernetworkandinfrastructuredutiesas assigned.

QUALIFICATIONS

Requiresabachelor'sdegreeinareaofspecialtyrelatedtothepositionand2-4yearsofexperiencein thefieldwithaminimumof2yearsofprojectmanagementexperience.Experienceinadministrationof CiscoUnifiedCommunicationsandContactCenterExpress,on-premises,orcloudorrelatedsystems. Experiencedesigningandprogramminginteractivevoiceresponse(IVR)andcallroutingflows. ProficiencyinconfiguringandtroubleshootingSIPtrunks,gateways,internetprotocol(IP)phones,and relatedUC/VoIPinfrastructurecomponents.Highproficiency intestingandtroubleshootingSIP,VoIP, anddatanetworkingcircuits.Experienceininboundandoutboundcallprovisioningandrouting,vector programing, skills-based routing,automatic routeselection (ARS) and automatic alternate routing(AAR) table programming. Ability to create andmaintain telephone and network architecture topology diagrams. Strongunderstanding oftheneedfor discretion andtheconfidentialhandlingof business information.ExpertiseindeployingandmanagingVoIPtechnologies,suchasCiscoUnified CommunicationsManager(CUCM),MicrosoftTeams,orsimilarplatforms. Experience withWebEx, Calabriacall centerapplications,CiscoUnityvoicemailsystems,CiscoEmergency Responder(CER) and RedSkyforE911,and2Ringintegrationsisstronglypreferred.

Workingknowledge ofsoftware, includingMicrosoftOfficesuite.Abilityto communicate effectively verbally andthrough emails andmemorandums.

BENEFITSAT-A-GLANCE

• Vacation,SickandPersonal,competitivePTO package
• Medical(HMO,PPO,andNoemployeecostHigh-DeductiblePPO)Dental,Vision,andLife Insurance
• Short-TermandLong-TermDisability Insurance
• Long-TermCare Insurance
• Pet Insurance
• Parking Transit
• PrepaidLegal Services
• Brightstar529CollegeSavings Plan
• IdentityTheft Protection
• HospitalIndemnity Insurance
• VoluntaryCriticalIllness Insurance
• DeferredCompensationPlan:Empower457/401(a)witha3%employer match
• PensionPlan: CHA makes contributionson behalfof the employee,along with theemployee's3% contribution;100%vestingoccurs after6 years of continuousemploymentor opt-outof CHA's RetirementPlanand continuesto participateinthe MunicipalEmployeesAnnuity and Benefit Fund of Chicago
• Hybridwork schedule(positionspecific) This positionmay be eligiblefor remote workfollowinga successful completionof a90-day probationaryperiod accordingtoCHA's establishedpoliciesand procedures.

"Applications willbeacceptedfor30days fromthe dateofposting. However,the positionmay be closed at anypoint if a sufficient number of qualified applicationsare received."

SalaryRange:$105,000-$115,000

Grade: S9

FMLA:Exempt

Union: None