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Voice Engineering Team Lead VG01186

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Job ID: 207502
Location: WASHINGTON, DC, United States
Date Posted: May 27, 2020
Category: Engineering and Sciences
Subcategory: Specialty Engr
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: Top Secret
Potential for Remote Work: No

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Job Description

Description

SAIC is hiring an Engineering Team Lead/Manager in Washington, D.C.


Description of Leadership Duties:

  • Provides day-to-day leadership and oversight to a Team of technical engineering professionals
  • Prioritizes, assigns, monitors, and reports on technical engineering and project-related efforts, in coordination with the Service Delivery Manager and/or PMO Director, as well as other Team Leads and DoS customers, to ensure a high-level of customer satisfaction in a performance-based contracting environment
  • Mentors and tracks performance of TWD technical support staff
  • Manages engineering execution through development, implementation, and execution of processes and procedures designed to enable consistent, high-quality execution and effective control of service delivery
  • Interfaces on a daily basis with the Government Project Managers, Branch and Division Chiefs, and Department of State personnel
  • Develops and maintains effective and efficient working relationships with both internal and external stakeholders to include DOS and other contractors and vendors
  • Supports development of periodic status reports to both Vanguard 2.2.1 and DoS senior leadership on the performance of Vanguard 2.2.1 staff and services
Description of Daily Duties:
  • Directs and monitors the installation, configuration, and documentation of project-related and ongoing operations support for voice communications services
  • Plans and implements enterprise voice solutions
  • Analyzes system logs and identifies potential telecommunications-related issues
  • Integrates new voice, video and unified communications technologies into existing data center environments
  • Monitors the telecommunication network infrastructure and supports state-of-the-art monitoring and reporting tools for proactive management to minimize outages to phone services
  • Monitors, reviews, recommends, tests, and implements new software revisions/feature sets/patch evaluation and trade studies, periodic system refreshes
  • Provide technical briefings (internally as well as with customer representatives), system requirements development, creation and maintenance of system documentation and drawings (specifications, logical and physical architecture and interconnect diagrams, etc)
  • Maintains day-to-day ownership of service delivery to include incidents and service requests, planned maintenance activities, planned/unplanned service outages, and ongoing project-related support activities
  • Act as a point of escalation TWD O&M services brought by the TWD T-NOC (Telephone-Network Operations Center), Installation, PM, and Customer Service Support Teams
  • Frequently communicates with Team Leads on upcoming projects, system maintenance activities, and unplanned events to ensure staff are prepared to support the Department
  • Monitors Special Project schedules and frequently engages Project Managers and Project Engineers to ensure  resources are available to support, as needed, and transition new services/systems into Operations
  • Report and analyze all operational and performance based metrics to identify service improvement and/or training initiatives
  • Accountable for meeting and/or exceeding all operational and performance based metrics
  • Ensures all critical/high and/ or VIP incidents or service requests are tracked, monitored, attended to or resolved promptly and efficiently within service level targets and/or scheduled timeframes
  • Ensures all ticket queues are actively monitored to ensure customer tickets and service requests are promptly addressed
  • Maintain enterprise awareness of system maintenance and outages, as well as world events that could impact IT operations
  • Communicate all planned/unplanned service outages to management, Engineering Leads, and Senior Watch Officers supporting the IT Operations Center

Core hours are 9am-3pm. 

Qualifications

Required Education/Experience:
  • Bachelor’s Degree in related technical discipline with 8+ years of IT/Voice-related experience
  • Demonstrated technical leadership experience of small technical teams
  • Experience in designing, reviewing, analyzing, maintaining, troubleshooting, and supporting an organization’s voice communications system
  • Consultation with internal business partners regarding voice communications software and hardware solutions
  • Experience in long-range or strategic voice communications planning
Required Experience/Skills/Attributes
  • Strong working knowledge of voice communications systems (Avaya Red/Cisco) to include implementing contact center technology including CTI, ACD, and dialers
  • Experience with many of the following Avaya platform and/or Application components:
    • Aura Communication Manager 5.2 or greater
    • S-Series and COTS Server,MCC/G-Series gateways with ESS and LSP components)
    • System Platform, Avaya Virtualization Platform, and Session Manager
    • Aura Messaging, and Inuity Audix
    • Aura Call Center Elite (EAS) and Advocate ACD call-flow
    • Oracle/ACME Packet SBC’s
    • CMS/BCMS/AES/System
    • Avaya Communications Automatic Route Selection (ARS) and Avaya Automatic Alternative Routing (AAR) in an enterprise environment
  • Expertise with VOIP to include H.323 and SIP
  • Expertise with NICE call recording
  • Expertise with Voice and Data Circuits T1.5, ISDN-PRI, DS1, DS3 and SONET
Desired Experience/Skills/Attributes:
    • Avaya Professional Design Specialist (APDS)
    • Avaya Certified Implementation Specialist (ACIS)
    • Avaya Certified Support Specialist (ACSS)
    • Avaya Certified Solutions Architect (ACSA)
    • CCNP Voice and/or Data - Cisco Certified Network Professional
    • CCNA Voice - Cisco Certified Network Professional
    • Experience with SolarWinds

Clearance Requirement

Secret (S) with the ability to be granted a TS and/or TS/SCI clearance.   Strong preference for TS clearance.



Overview

SAIC is a premier technology integrator solving our nation's most complex modernization and readiness challenges. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes high-end solutions in engineering, IT, and mission solutions. Using our expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, Virginia, SAIC has pro forma annual revenues of nearly $7.1 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom. For SAIC benefits information, see Working at SAIC. EOE AA M/F/Vet/Disability

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