Career Opportunity

Senior Cisco VoIP Network Engineer - Department of Technology (1043)

Recruitment: RTF0133257-01132318

Published: June 30, 2023

Apply using SmartRecruiters, the City and County of San Francisco's application portal Learn More

About:

IMPORTANT: Your application MUST include responses to the supplemental questionnaire found here: https://forms.gle/XKRhLXnaNF6Bhk4f9

Applicants must complete the supplemental questionnaire prior to starting the online application process. The application will not be reviewed without a completed supplemental questionnaire. 

Why Work for the Department of Technology (DT)? DT is the centralized technology services provider in the City and County of San Francisco (CCSF). We deliver technology infrastructure and services to approximately 33,000 employees! With an annual operating budget of over $140M and approximately 260 employees, DT provides a host of services that range from Public Safety radio and wiring and Network services to Enterprise Support and the Cloud.

Benefits of Working for CCSF:  In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees.

• Job security, pension, and robust retirement options
• Competitive pay with consistent bi-yearly or yearly increases
• Hybrid Work with a minimum of 20% of time spent in our office in San Francisco, California for all IT related roles
• Generous paid time off, family leave, and more!
• Diverse work environment in a diverse city
• Union protections and representation
• Career development and growth — move between departments, learn on the job, or take subsidized/reimbursed classes!

PEOPLE-CENTERED SOLUTIONS — have a powerful, meaningful effect on the community each day with people at the heart of every solution!

CLOSING THE DIGITAL DIVIDE — bring the benefits of the internet to low-income and marginalized residents!

SHINE A LIGHT ON WHAT MATTERS — join an award-winning production team at SFGovTV to help residents watch legislators or learn more about what makes this City great!

DRIVE INNOVATION — deliver new, cutting-edge technology to residents and city partners to help San Francisco serve its residents!

Role description

The City and County of San Francisco (CCSF), Department of Technology (DT), is seeking an experienced VoIP/Telecommunications Engineer who will enhance our customer's telephony experience by assisting in the planning, building, and running a resilient, scalable, and cost-effective Unified Communications’ system for CCSF through the Citywide VoIP Project.

DT’s VoIP/Telecommunications team has a long history of providing excellent service to the many departments around CCSF. The team possesses high-level Avaya and Cisco expertise, with experience in migrations, new implementations, upgrades, and ongoing support. The diversity in skillsets and experience is key to ensuring accurate and efficient support of our clients’ current environments, as well as vision and passion for the technology on the horizon.

In alignment with CCSF’s Telecom Modernization Program, the DT VoIP/Telecommunications team is hard at work to migrate our clients off many different, aging Avaya platforms, and onto a centralized and resilient Cisco Unified Communications infrastructure. We consider the unique needs of each of our clients and make our best efforts to meet their needs accordingly. In addition to regular communications, the team is also looking to centralize its many different contact center platforms into a centralized, Enterprise solution, capable of meeting the needs of all clients who need it.

Essential Duties:

• Assist with the implementation and support of the Core VoIP System at City datacenters.
• Support two SIP Trunks.
• Assist the Telecom team with the support of all CCSF departments already utilizing DT’s Core VoIP system.
• Assist with the support and maintenance of the City’s current Avaya infrastructure.
• Assist with the migration of 100+ PBX systems to DT’s Core VoIP system.
• Assist with the implementation and support of current/future Call Center implementations.
• Assist with the City’s planned Collaboration implementation.
• Mentor and assist in the training of junior engineers.
• Related duties as assigned.
• Provide 24-hour on-call support to ensure rapid recovery from software or hardware problems for mission-critical systems and networks.

Job Type:

The Permanent Exempt - Full Time position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is thirty-six (36) months and will not result in an eligible list or permanent civil service hiring.

Nature of Work:

Incumbent must be willing to work (specify the work schedule; for example, a 40-hour week) as determined by the department.  Travel within San Francisco may be required. After hours work may be required as needed to support implementations and resolve issues for our end user customers.

Work Location:

Incumbent will conduct the majority of work at the Department of Technology, (1 S Van Ness, Ave San Francisco, CA 94103).  However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.

This position does not support fully remote work. Employees may be permitted to work a hybrid schedule with supervisor approval, after which they must work at least two days in the office every two weeks.

How to qualify

Education:

An associate degree in computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely-related field].

Experience:

Three (3) years of experience analyzing, installing, configuring, enhancing, and/or maintaining the components of an enterprise network.

Substitution:

Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units/ forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.

Desired Qualifications:

• Strong knowledge of VoIP and Video protocols; SIP, SS7, RTP, TLS, SCCP, H.323, H.264 and MGCP.
• Strong knowledge of Unified Communications Manager (CUCM), Unity Connection (CUC), Emergency Responder (CER), Instant Messaging & Presence (IM&P).
• Strong troubleshooting skills in the areas of Unified Communications and Contact Center environments
• Strong understanding of Cisco and or other cloud based contact center design, implementation, signaling, and operations
• Experience with configuration/deployment/troubleshooting of Cisco Voice Gateways, using both PRI and SIP circuit deployments (39xx and 44xx series, plus analog VGs)
• Knowledge of contact center scripting best practices, including Call Studio
• Experience configuring, testing, deploying, and troubleshooting Cisco Webex and Cisco Webex calling (including endpoints) a plus
• Experience configuring, testing, deploying, and troubleshooting Expressway C and E, and configuring MRA a plus
• Experience with Cisco B/C series UCS servers and UCS Manager a plus
• Experience with VMWare ESX 6.x and 7.x a plus
• CCNA/CCNP Collaboration Certification or equivalent knowledge/experience

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

Note:

1)  Security Clearances & Background Investigations: Criminal Justice Information Services (CJIS) Security Clearance may be required. Positions in this classification may require that successful candidates who become eligible for appointment may be required to go through a background investigation to determine the candidate's suitability for employment in this classification. Factors considered in the investigation may include employment history, use of illegal/controlled substances. Reasons for rejection based on this investigation may include, but not limited to applicable convictions, repeated or serious violations of the law, inability to accept supervision, inability to follow rules and regulations, falsification of application materials and/or other relevant factors. Failure to obtain and maintain security clearance may be basis for termination.

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco. 

What else should I know?

Compensation: $139,542 - $175,552 (annually) / $67.0875 - $84.4000 (hourly)

How to Apply:

• Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before May 1, 2023 at 11:59PM.
  • Your application MUST include a resume.  To upload, please attach using the "additional attachments" function.
  • In additional to submitting your application, you MUST submit this supplemental questionnaire: https://forms.gle/XKRhLXnaNF6Bhk4f9

You may contact Carol Wong via email at carol.x.wong@sfgov.org with questions regarding this opportunity.

Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

Right to Work:

All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.  

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.