Senior VoIP Engineer - Los Angeles, CA

The VoIP Engineer position will be the end to end Subject Matter Expert (SME) for the critical day to day operational support for the Firm’s Global Cisco VoIP Services.  This includes, but may not be exclusive to: technical review and oversight of the network/system changes; proactive analysis of vendor release system patches and updates, analysis and resolution of Tier I and II escalated troubles/issues from Customer Care/Support Center and Network Support personnel.  This position will also provide leadership in development of operational procedures, support tools and utilities and as a team member will also assist with day to day adds, moves and changes.  The VoIP Engineer will be responsible to manage special projects as necessary and assist in the end to end telephony process.

The VoIP Engineer position reports to the Telecom Manager.  The Telecom Manger reports to the Director of IS.  The position manages a service provided to the entire Firm.

The position is a member of the Global Services Telecom team, located in the Firm’s Los Angeles headquarters and provides VoIP Telecom services to Firm personnel at all levels.  The position provides best practice operations management, analysis and operational standards, change management, configuration management, business continuity and disaster recovery team management and works closely with all recipients of core infrastructure technologies resident in the Firm’s global data centers.   This position will work closely with the IS Operations department as well.

Specific Responsibilities:

Provide advanced operational support for all customer VoIP related issues, which should include an understanding of various VoIP requirements for our International offices. Operational support will include troubleshooting and resolution of issues with both hardware and software as it relates to system configuration, trunking, Telco, dial plans, routing and features to maintain a stable and reliable platform to support the Firm’s needs.
Work with equipment vendors to plan and resolve strategic and architectural issues that arise from the VoIP switching platform.
Perform in-depth troubleshooting, analysis, isolation and resolution of escalated VoIP network events and customer troubles.
Aid in the development and deployment of support tools to improve and expedite issue resolution, deployment and troubleshooting of the VoIP network.
Identify maintenance and test routines and interact with other Firm teams including Operations, Support Center, vendors and carriers.
Produce, maintain and update written procedures as required.
Apply IT best practices to all aspects of VoIP systems to assure the highest practical level of stability, and reliability.

Qualifications:

Technical Knowledge: Expert levels of problem solving and analytical ability to analyze complex, detailed voice configurations and manage same on a day to day basis.. The position requires an inquisitive nature in all types of technologies and a drive to maximize efficiency and standardization of support processes. Prior work experience with collaboration projects such as Microsoft Teams and HighQ preferred.
Planning, Management and Organizational Skills: Current and demonstrated understanding of the business process/constraints and ability to anticipate and plan for changing needs. Ability to globally handle departmental projects so that all resource, scheduling and budgetary requirements are adequately met to support 24/7 service requirement. Must exhibit grace under pressure.
Communication Skills: Outstanding verbal and written communications skills, including the ability to communicate with all levels of lawyers, management, staff and vendors. Requires diplomacy, facilitation skills and the ability to manage conflict.
Judgment and Reasoning: Excellent critical thinking and problem solving ability is required. Must grasp business process, priorities and goals and be able to translate into development initiatives. Must understand basic business relationship and confidentiality principles and adhere to those principles.
Occasional

Experience:

5+ years of experience in supporting a large, diverse, multiple-location and multiple-technology telecommunications environment including VoIP.
Demonstrated, strong and current technical experience of VoIP technologies, business continuity and disaster recovery processes as they pertain to voice services. Prior work with a legal or other professional services firm is preferred.
Bachelor’s Degree in Electrical Engineering, Information Technology, Computer Science, Data Communications, Telecommunications or equivalent educational or professional experience and/or qualifications with a minimum of 5 years of experience.

To Apply: Please email your resume for consideration to: cfleck@chelsearecruiters.com

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