Unified Communications Engineer

Description

Unified Communications Engineer

Leidos Dig Mod Health IT division is seeking a skilled and collaborative Unified Communications Engineer to support a highly visible Technology (IT) services effort at Health Human & Human Services (HHS) in Rockville, MD. The candidate must have significant experience in designing, building, and operating Cisco Unified Communication and Telepresence systems in a large production environment and must demonstrate a strong understanding of related technologies.

Primary Responsibilities:

• Provide ongoing engineering support for the customer's Unified Communications and Collaborations (UCC) solution. The UCC solution integrates Voice over IP (VoIP), Unified Messaging, Instant Messaging & Presence (IM&P), and Web and Video Conferencing services to streamline how users and customers communicate and collaborate regardless of location.
• Support the planning and refresh of government-furnished UCC assets based on the customer's standard refresh cycle.
• Conduct UCC Engineering Planning including maintaining working knowledge of emerging trends in the UCC industry as a whole; Develop and deliver recommendations for improving the current UCC architecture and technology solutions that best meets the customer's business requirements; Based on approved government approved recommendations, develop and deliver a product roadmap for the UCC solution detailing a time-phased implementation path for government approved architecture and technology future feature sets for UCC migration from current to target state technology.
• For all approved UCC migration projects, deliver a project plan of activities, milestones, and timelines project completion.
• Conduct UCC Engineering Design and Implementation including design, develop, test, and support implementation of approved changes to the UCC architecture and technology; Support the deployment, management, communication, and reporting on activities related to government-furnished UCC technology refresh equipment; deliver a monthly status report and produce a UCC Training Plan that describes the training method, delivery, schedule and curriculum, and the required materials and resources, for customer review, comment, approval, and signoff. The Government will provide comments, which shall be incorporated in the final Training Plan.
• Upon approval of the UCC Training Plan, develop UCC instructional training content suitable for delivery using in person classroom and online, a web-based methods. Provide to the customer both the draft and final training deliverables in MS Word format, and any required briefings/presentations in MS PowerPoint format.
• Provide UCC Tier 3 support in coordination with the Service Desk (and using the government furnished Service Management System and standard escalation procedures) to resolve relevant incidents and problems to include logging and reporting each user trouble call, regularly providing customers with status updates, and successfully closing out incidents on a priority ranking basis. This will include monitoring the relevant ticketing queues and troubleshooting and resolving UCC-related service requests, incidents, and problems. The Contractor shall report on Tier 3 support monthly.
• Deliver root cause analysis document for each Severity 1 incident escalated to Tier 3 resolved in accordance with SLAs.
• Ensure all UCC deliverables, documentation, and artifacts adhere to the HHS EPLC policies, processes, and templates.

• Bachelor's degree or equivalent and six (6) years of general experience. Six (6) years of general experience is considered equivalent to a Bachelor's degree. With a Master's degree, four (4) years of general experience is required. With a PhD, two (2) years of general experience is required.
• Must be able to work onsite 1-2 days per week for on-site support in Rockville, MD, or Washington, DC location, if needed.
• Must be a US Citizen and have the ability to obtain a Public Trust level 4 clearance.
• Prior experience conducting UCC Engineering Planning and UCC Engineering Design and Implementation, including designing, planning, configuring, documenting, troubleshooting, training, managing and communicating.
• Experience with Cisco Network Infrastructure including basic configuration of routers and switches, QoS, SIP Trunks, and Secure SIP communications.
• Experience with Cisco Unified Communication Call Manager and Session Manager, Cisco Unity Connection, Cisco Emergency Responder, Cisco Webex and Control Hub, Cisco Expressways, and Cisco Prime Collaboration Deployment.
• Experience with Microsoft Teams Phone System, Direct Routing, and Microsoft Teams Rooms.
• Experience with VMware products including Esxi, vCenter, and vSphere
• Experience with Cisco Telepresence products including Suite,
• Working knowledge of Service desk tiered system.

• CCNP Collaboration certification, preferred, but not required.
• Understanding of various communication platforms