Job Description

Job Type: Temporary Exempt - Full Time positions are 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: The incumbent must be willing to work on-site at our San Francisco on site five days a week with the possibility of one day remote (for a total of 40 hours - specify the work schedule; for example, a 40-hour week) as determined by the department. Travel within San Francisco may be required.

The City and County of San Francisco, Department of Technology (DT), is seeking an experienced VoIP Telecom Engineer who will enhance our customer's telephony experience by planning, building and running a resilient, scalable and cost effective unified communication systems for the City & County of San Francisco (CCSF) through the Citywide VoIP Migration Project.

The Service Delivery and Technology Division focuses on the delivery of service and systems in the critical areas of information technology and infrastructures-a-service (ITaaS/IaaS), Software-Defined Data Centers (SDDC), Software-Defined Networks (SDN), application development, platform as a service (PaaS),database administration, Geographical Information Systems (GIS) development and administration, infrastructure engineering and development (including data centers, networks, and application/platform systems). Examples of projects include the architecture, design and implementation of infrastructure systems such as datacenter virtualization and VM implementation, connectivity systems such as local area network (LAN), wide area network (WAN) and wireless networks (WiFi) technologies and equipment. In the area of application development and support, systems implementations and support include relational database administration (Oracle, MS SQL, etc), software design and coding, and platform administration such as SharePoint Online, ServiceNow, etc. To accomplish these projects, the division works with vendors, consultants, contractors and policy makers to support the various departments of the City and County of San Francisco.

The Service Delivery and Technology Division is responsible for engineering, designing, implementing and developing systems and infrastructure as described above. This includes strong knowledge and due diligence on systems architectures and designs, technology trends and best practices, Information Technology Service Model (ITSM), Information Technology Infrastructure Library (ITIL) and other industry standard technology practices.

Essential duties include, but are not limited to, the following:

1. Supervise and mentor a team of Telecom Engineers and technicians, overseeing the management, configuration, and support CISCO, Microsoft Teams, and Avaya systems. Ensure high standards of quality, efficiency, and service delivery, including scheduling and performance management.
2. Engineer, design, and implement telecommunications system architectures, including the integration of CISCO, Microsoft Teams, and Avaya VoIP solutions, ensuring seamless interoperability between on-premises Avaya PBX systems and cloud-based Teams infrastructure.
3. Following technology trends and best practices, including ITSM (Information Technology Service Model), ITIL and other industry standard technology practices.
4. Triage and assign Service Requests and Incidents for VoIP team in ServiceNow.
5. Be on an on-call standby rotation schedule to provide support during P1 outages, leading triage and escalation efforts for Service Requests and Incidents related to VoIP systems. Troubleshoot complex issues involving Cisco, Microsoft Teams, and Avaya, including call quality problems, system failures, and integration challenges to ensure rapid recovery during critical outages.
6. Assign and prioritize project requests for migrations, solution enhancements and moves where VoIP team resources are required.
7. Manage multiple vendor contracts and deliverables with Cisco, Avaya, Waterfield, Variphy, Biscom, Audiocodes, and other vendors as required.
8. Manage and oversee the planning, migration, and implementation of Core VoIP Systems from legacy Avaya PBX to Microsoft Teams Voice solutions across multiple departments and data centers. This includes managing SIP trunks, Call Manager migrations, and the integration of over 100 PBX systems to ensure minimal disruption and optimal performance.
9. Manage and assist with Call Center implementations.
10. Manage and assist with the collaboration system implementation.
11. Lead the integration of Microsoft Teams with Avaya’s telephony infrastructure, ensuring seamless interoperability between on-premises and cloud-based communication systems for both internal and external collaboration.
12. Lead the strategic migration of legacy Avaya PBX systems to Microsoft Teams Voice solutions, ensuring minimal downtime and full operational capabilities for all departments, while maintaining service continuity and optimizing system performance.
13. Serve as the highest-level escalation point for critical incidents, providing expert-level troubleshooting and resolution for complex Teams and Avaya system issues, including call quality problems, integration challenges, and system failures during outages.
14. Manage relationships with key technology vendors, including CISCO, Microsoft, and Avaya, ensuring adherence to service-level agreements (SLAs), proper system configurations, and the timely delivery of products, support, and updates to ensure the continued reliability and performance of communication systems.
15. Lead the strategic planning, implementation, and ongoing optimization of VoIP solutions and unified communications platforms, specifically focusing on the integration of Microsoft Teams and Avaya systems to meet long-term organizational goals for voice services, collaboration, and data security.

Qualifications

Education : An associate degree in computer science, computer engineering, information systems, 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 one of the fields above or a closely-related field]. AND

Experience : Five (5) 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 one of the fields above or a closely related field.

Completion of the 1010 Information Systems Trainee Program may be substituted for the required degree.

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, Emergency Responder (CER), Instant Messaging & Presence
• Strong technical understanding and experience with Cisco Contact Center solutions such as Cisco Webex Contact Center.
• Experience with VMWare ESX 4.0, 4.1, 5, and 5.1
• Strong knowledge of Unified Communications Manager (CUCM), Unity, Emergency Responder (CER), Instant Messaging & Presence
• Experience with migration and deployment of Microsoft Teams calling with Direct Routing
• Strong troubleshooting skills in the areas of Unified Communications and Contact Center environments
• Experience managing or leading a team of Unified Communications Engineers and Analysts

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

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.

Additional Information

Compensation : $162,084- $203,866 (annually) / $77.9250 - $98.0125 (hourly)

_ How to Apply:_

• Application Deadline: Interested candidates are encouraged to apply as soon as possible, as this job announcement will close at any time, but not before Monday, April14, 2025, at 11:59PM.
  • Your application MUST include a resume. To upload, please attach using the "additional attachments" function.

You may contact Elbi Magana via email at elbi.magana@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.

_ Helpful Information_

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview
• Equal Employment Opportunity
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

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.

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.

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.