A Telephony Engineer plays an important role in the alignment and execution of strategic services related to engineering. The Telephony Engineer will maintain, administer, and optimize CDW’s VoIP infrastructure, collaboration platforms and services. Practical knowledge of one or multiple Cisco voice platforms including Cisco Unified Communications Manager (CUCM), Cisco Unity, Cisco Contact Center (UCCX), Cisco Unified Border Element (CUBE), Jabber, WebEx App and video conference system is necessary as you collaborate with all peers and internal business partners to ensure positive outcomes.

Key Areas of Responsibilities:

• Perform tasks relating to operations, installation, and/or maintenance for local, off-site and/or remote locations.
• Ensures uninterrupted access to all CDW voice and video telecommunication platforms.
• Analyzes, evaluates, and maintains CDW’s telecommunication and video systems.
• Implement and test telecommunications software solutions.
• Follows industry best practices for analysis, installation, and quality assurance of transmission mediums and infrastructure components.
• Provides customer training of the telecommunications features and functionality.
• Perform analysis, acquisition, and installation of remote hardware and software. Interfaces with internal/external customers and vendors to determine system needs.
• Serve as technical expert on a functional basis for the resolution of complex telephony problems.
• Create the Business Continuity Plan for CDW Telephony platforms and lead business continuity planning reviews and tests for all CDW Telecommunication platforms.
• Ensure functionality of all telecommunications monitoring for service failures, performance problems.
• Coordinate with the Telephony Team for level 1 and 2 support of complex issues.
• Plan changes by coordinating with team and acquire necessary approval from change advisory board.
• Responsible for the installation of operating systems and security patches.
• Responsible for assessing the applicability of vulnerabilities and maintain security compliance of telephony voice and video solutions.
• Work off hours and weekends as instructed by the business.
• Participate in a rotational on-call schedule.
• Provide advice and guidance on operational issues and mentor lower-level engineers.
• Collaborate with business owners to complete project requirements.
• Coordinate with vendors to troubleshoot and repair outages.

Education and/or Experience Qualifications:

• Bachelor’s degree in telecommunications or related field, or equivalent experience required.
• Minimum of 3+ years’ experience in software/hardware voice/video network design and analysis.

Required Qualifications:

• Broad knowledge of voice, data and video communications systems, dial plans, switching architecture, telephony, contact center scripting, and wiring.
• Experience with moves, adds, and changes, fault isolation and resolution, and end-user support.
• Advanced knowledge of TCP/IP, QoS, SIP signaling, and call flow.
• Advanced experience with Telecom Carrier services; ordering, installation, and troubleshooting.
• Advanced knowledge of VoIP technologies and actual implementation / support experience.
• Advanced knowledge of (but not limited to) Cisco voice and video platforms.
• Ability to lead complex projects with minimal assistance.
• Ability to communicate effectively and constructively with coworkers and executives at all levels.
• Strong documentation skills with impeccable attention to detail.
• Advanced troubleshooting skills.

Preferred Qualifications:

• CCNA, CCNP, or Collaboration certification preferred.
• Experience with Microsoft tools such as Outlook, Word, Excel, Visio, OneDrive, SharePoint, Teams.
• Experience with ServiceNow.