Talent.com
TPWD - Network Specialist IV (Cisco Voice Analyst)

TPWD - Network Specialist IV (Cisco Voice Analyst)

PARKS AND WILDLIFE DEPARTMENTAustin, Texas
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
job_description.job_card.job_description

GENERAL DESCRIPTION

This position is responsible for managing and maintaining the organization’s Cisco-based unified communications systems, ensuring secure, reliable, and high-performing connectivity. This role involves configuring and troubleshooting network infrastructure, optimizing voice systems, and collaborating with IT teams to support business operations.

Under the direction of the Network Operations Manager, this position performs highly complex (senior-level) network systems work. Responsible for implementing and maintaining the organization’s Cisco-based network and unified communications infrastructure. This includes managing routers, switches, Call Manager (CUCM), Unity voicemail, and Contact Center Express (CCX) to ensure secure, reliable, and high-performing connectivity. The role involves monitoring network performance, troubleshooting issues, optimizing call routing and voicemail systems, and implementing security best practices. Additionally, the position will perform call scripting, capacity planning, and integrations with third-party applications to enhance system efficiency and functionality. This role requires collaboration with IT teams, vendors, and end-users to support business operations and resolve issues. The specialist will document processes, develop training materials, and communicate technical solutions to non-technical personnel. Responsibilities also include providing ongoing support for contact centers, participating in on-call rotations, and ensuring compliance with organizational policies. Strong problem-solving skills, independent decision-making, and the ability to manage multiple priorities in a fast-paced environment are essential for success in this role. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment. Performs additional duties as assigned. Complies with all Agency, Division and Branch rules, regulations, and procedures.

Qualifications

MINIMUM QUALIFICATIONS :

Education :

Two-year Associate’s degree in a technical field of study or technical / vocational certification in Network Engineering, Administration, Design, or Information Systems.

Experience :

Four years with direct experience managing or administering Cisco CM, Unity and CCX environments.

Licensure :

Must possess a valid “C” class Texas driver’s license.

ACCEPTABLE SUBSTITUTIONS :

Education :

Three or more years of relevant contiguous network experience may substitute for technical certification or sixty semester hours of education.

PREFERRED QUALIFICATIONS :

Education :

Four-year Bachelor’s of Science degree from an accredited college or university in a technical or technology-related field.

Experience :

Eight years with direct experience managing or administering Cisco CM, Unity and CCX environments.

Licensure :

Cisco CCNA or equivalent.

KNOWLEDGE, SKILLS, AND ABILITIES :

Knowledge of networking standards, including TCP / IP, DNS, DHCP, SNMP, and BGP.

Knowledge of Cisco networking infrastructure technologies, including QoS, MPLS, and network segmentation.

Knowledge of VoIP protocols such as SIP, H.323, MGCP, and RTP.

Knowledge of VLAN segmentation, access control lists (ACLs), and L2 / L3 switching architecture and uses.

Knowledge of high-availability and disaster recovery configurations for network and voice systems.

Knowledge of Cisco Unified Contact Center Express (UCCX) operations.

Knowledge of SIP trunking, voice gateways, CUBE and session border controllers.

Knowledge of Java and XML for scripting.

Knowledge of IVR and CTI.

Knowledge of simple auto-attendant scripting methods.

Skill in managing SIP trunks, voice gateways, Session Border Controller, CUBE, and MGCP configurations to support VoIP connectivity.

Skill in evaluating current and future network needs, providing recommendations for expansion or upgrades.

Skill in configuring and optimize call routing, hunt groups, and call-forwarding rules to ensure efficient internal and external communications.

Skill in administering voicemail systems, ensuring seamless integration with CUCM and user requirements.

Skill using the Cisco Finesse application.

Skill using Cisco WebEx for Contact Center.

Skill using and configuring Cisco Jabber

Skill in using logic and reasoning to identify the strengths and weaknesses of solutions, conclusions and approaches to problems.

Skill in the use of Cisco Unified CCX Script Editor.

Skill in debugging and optimizing call flows for efficiency.

Ability to diagnose and resolve issues related to call quality, dropped calls, and connectivity disruptions.

Ability to add, remove, and modify phone extensions, profiles, and voicemail settings as needed.

Ability to collaborate with service providers, vendors, and internal teams to resolve network and telephony issues effectively.

Ability to maintain updated network topology diagrams, configuration records, and troubleshooting guides.

Ability to provide training and support to IT personnel and end-users on network and voice system best practices.

Ability to implement and maintain security best practices, including VPNs, access control, and firewall rules.

Ability to participate in on-call rotation and respond to critical network / voice incidents.

Ability to communicate and collaborate with IT teams, vendors, and non-technical stakeholders.

Ability to work independently while managing multiple priorities in a fast-paced environment.

Ability to use strong problem-solving skills.

Ability to diagnose complex network and VoIP issues.

Ability to communicate and show strong interpersonal skills.

Ability to collaborate effectively with cross-functional teams.

Ability to think creatively when it applies to delivering engineering or design solutions.

Ability to work in a multi-VLAN environment.

WORKING CONDITIONS :

Work location is at TPWD Austin Headquarters, from 8 : 00 am to 5 : 00 pm, Monday through Friday; alternative work schedules may be available.

Required to work overtime as necessary.

Required to pass a national fingerprint-based background check to maintain employment.

Required to respond to emergencies and on-call situations.

May be required to travel out-of-town 5% with possible overnight stays with advanced notice.

May be required to operate a State vehicle.

Non-smoking environment in State buildings and vehicles.

Must conform to TPWD dress and grooming standards, work rules, and safety procedures.

TPWD IS AN EQUAL OPPORTUNITY EMPLOYER

WATCH OUR

serp_jobs.job_alerts.create_a_job

Specialist Iv • Austin, Texas