The City of Amarillo is looking to support and administer its telecommunications and voice systems, including Microsoft Teams Voice, landlines, and mobile services, to ensure security, compliance, and reliability standards are met.
Requirements
- Strong troubleshooting and diagnostic skills, and experience with telephone and VoIP issues.
- Hands-on experience with PBX systems, SIP, and VoIP technologies
- Knowledge of network and management. (routing, switches)
- Scripting/automation basics
- Understanding of telephony protocols (SIP, H.323, RTP, MGCP)
- Knowledge of telecom regulations and security best practices
- Understanding of Quality of Service (QoS) and network optimization for voice traffic
Responsibilities
- Manage Microsoft Teams Voice settings, call queues, auto attendants, dial plans, and number assignments.
- Oversee Direct Routing integration with vendors, ensuring smooth operations.
- Provision, configure, and de-provision users; assist staff with Teams Voice setup and usage; provide training and documentation.
- Diagnose and resolve call quality issues, connectivity problems, and voicemail/call forwarding issues; escalate to vendors or Microsoft as needed.
- Use the Teams Admin Center and Call Quality Dashboard (CQD) to monitor performance, analyze call metrics, and resolve recurring issues.
- Ensure Teams Voice is configured in line with organizational security policies, compliance standards, and data retention requirements.
- Configure new devices, assign carrier plans, and securely retire or reassign devices as needed.
Other
- Must be near or local to Amarillo, TX, not remote.
- Associate’s degree in Computer Science, Information Systems Management, or related field required.
- Possess a minimum of 3 years of progressive telephony and/or computer-related experience, including technical support within a multi-system environment.
- Valid Texas Driver’s License required.
- Must be able to participate in an after-hours on call rotation and work extended hours when necessary.
