Unified Communications & Contact Center Administrator

The Sonoma County Information Systems Department (ISD) is seeking a Unified Communications & Contact Center Administrator to join their Network Infrastructure Team within the Technical Services Division. Starting salary up to $76.32/hour ($159,289/year) and a competitive total compensation package!

• ISD leads, supports, and coordinates technology services across most County departments, with the Technical Services Division encompassing the Service Desk, Desktop Support, Network Infrastructure, Data Center Operations, Public Safety, and Security teams.

The Unified Communications & Contact Center Administrator is responsible for administering, supporting, and ensuring the reliability of the County's VoIP/Unified Communications (UC) and Contact Center platforms, including Cisco CUCM and associated voice and Contact Center applications. This position serves as a technical subject matter expert for Cisco CUCM-based telephony and Contact Center services, providing lifecycle maintenance and service improvements.

Additional responsibilities will include:

Traveling to various County sites to move, install, and configure critical network infrastructure—including UPS battery devices, network switches, and related equipment Troubleshooting complex voice, UC, and Contact Center issues across call control, endpoints, gateways, and supporting network services Supporting Contact Center platforms (e.g., PCCE, CVP, CUIC, Finesse) and workforce optimization tools Managing Public Switched Telephone Network (PSTN) connectivity, gateways, SIP call flows, and carrier coordination Assisting with planning, testing, and deployment of cloud telephony (e.g., Microsoft Teams Calling) and SBC-based PSTN integration Maintaining UC operational documentation, including runbooks, standards, and diagrams Using monitoring and logging platforms to provide networking support for voice reliability Following IT Service Management (ITSM) processes and supporting lifecycle maintenance, upgrades, and continuous improvement efforts The ideal candidate will be experienced in administering Cisco CUCM or similar telephony platforms, and possess many of the following: Knowledge of Contact Center operations, including routing, IVR, reporting, and agent support Understanding of SIP signaling, RTP/SRTP, codecs, DTMF, and end-to-end call flow troubleshooting Familiarity with dial plans, normalization, and routing concepts An understanding of Direct Routing, SBC roles, certificates, DNS, and troubleshooting methods Practical experience with IP addressing, VLANs, DHCP/DNS, routing, and QoS for real-time media An awareness of Data Center and branch networking environments Clear communication and effective coordination with teams and vendors The ability to perform work independently while contributing to a collaborative team Please note: This position is required to have access to the Sheriff's Office or Probation Department facilities. This requires a more extensive "Security Clearance" that will be performed after hire. Successful completion of the probationary period may be contingent upon passing the security clearance, which may include completion and review of a Personal History Statement packet, Live Scan fingerprint-based criminal history checks, warrant checks, written reference checks, etc. If you are offered a position that requires a security clearance, the job offer letter will clearly specify this as a condition of the probationary period. In addition, this role follows a standard Monday-Friday schedule (8 a.m

• 5 p.

m.) and participates in a paid on-call rotation for after-hours support, which may include weekends, early mornings, or late evenings. The position requires a valid driver's license and the ability to occasionally lift 10-50 lbs. What We Offer Working at the County of Sonoma offers expansive opportunities for growth and development, the ability to be a part of a challenging and rewarding work environment, and the satisfaction of knowing you're working to better our communities. You can also look forward to flexible work arrangements and excellent benefits

• including: Hybrid Telework
• A schedule that meets the needs of our staff, department operations, and the communities we serve may be available depending on the assignment Salary Advancement
• A salary increase after 1,040 hours (6 months when working full-time) for good work performance; eligibility for a salary increase for good performance every year thereafter, until reaching the top of the salary range Paid Time Off
• Competitive vacation and sick leave accruals, 12 paid holidays, and an additional 8 floating holiday hours per year County Paid Health Premium Contributions
• 100% premium contribution for the majority of employee-only and employee + family health plan options Post-Retirement Health Reimbursement Arrangement
• County contributions to help fund post-retirement health insurance/benefits Retirement
• A pension fully integrated with Social Security Paid Parental Leave
• May be eligible for up to 8 weeks (320 hours) after 12 months of County employment Additional Benefits
• Excellent dental, vision, disability, life insurance, employee assistance program, professional development, and more Student Loan Debt Relief
• County employees may be eligible for Public Service Loan Forgiveness through the U.S. Department of Education
• Salary is negotiable within the established range.

Benefits described herein do not represent a contract and may be changed without notice. Additional information can be found in the Service Employees International Union Local 1021 Memorandum Of Understanding (SEIU MOU) and our Employee Benefits Directory . This recruitment is being conducted to fill a Unified Communications & Contact Center Administrator position in the Information Systems Department. This employment list may also be used to fill future full-time, part-time, or extra-help (temporary) positions as they occur during the active status of the list. Qualified County employees who wish to be considered for future positions should consider applying to this recruitment. The Civil Service title is Systems Software Analyst. Application submissions require the Supplemental Questionnaire be completed.

Experience:

Any combination of training and experience which would provide an opportunity to acquire the knowledge and abilities listed. Normally, three years of technical professional experience involving systems analysis, programming, systems engineering, or similar field in a multi-platform information systems environment including experience installing and maintaining systems software and working with database structures. Additional, highly relevant professional level experience may be substituted for the required education.

Education:

Any combination of education and training which would provide the opportunity to acquire the knowledge and abilities listed. Normally, graduation from a four year college or university with major coursework in computer science, information systems, or a closely related field would provide this opportunity.

License:

Possession of a valid driver's license at the appropriate level including special endorsements, as required by the State of California, may be required depending upon assignment to perform the essential job functions of the position. The position advertised on this announcement does require possession of a valid California Driver's License.

Considerable knowledge and understanding of:

operating systems and software products; database principles and design; data collection and classification procedures; database and systems problem identification, tracking, resolution, and vendor support; structured coding and analysis; application development products; specific programming techniques and languages; mainframe, mid-size, and client-server network systems capabilities and operations; methods and techniques of troubleshooting hardware, software and inter-connectivity problems; principles of data security; methods and techniques of providing support to staff and end users.

Working knowledge and understanding of:

local and wide area network design, management, and operation; the inter-relationship of mainframe, PC, LAN, Network and telecommunications systems including hardware components, software applications, operating systems, and documentation; principles, methods, and techniques of systems analysis.

Ability to:

plan, design, upgrade, install, and tune systems software; create systems specifications; provide technical support related to systems software; write and modify instructions, procedures, manuals, documentation; analyze systems problems, develop effective solutions, and prepare cost estimates; work cooperatively and effectively with staff, customers, and vendors; perform a variety of tasks in a consistent and accurate manner; analyze and evaluate information, problems, and situations and develop an effective course of action; prepare clear, concise and accurate oral and written reports. Your application information and your responses to the supplemental questions are evaluated and taken into consideration throughout the entire selection process. You should list all employers and positions held within the last ten years in the work history section of your application. Be as thorough as possible when responding to the supplemental questions. You may include history beyond ten years if related to the position for which you are applying. If you held multiple positions with one employer, list out each position separately. Failure to follow these instructions may impact your competitiveness in this process or may result in disqualification. Please visit Getting a Job with the County of Sonoma to review more detailed information about the hiring process, including the application process, examination steps, and department selection process. Application submissions require the Supplemental Questionnaire be completed. Responses to supplemental questions will be scored using position-specific criteria. Please provide specific and detailed responses of a reasonable length to allow for a thorough assessment of your qualifications. Responses that state, "See Resume" or "See Application" may be considered insufficient and therefore may not be scored. The selection procedure will consist of the following examination: An Application and Supplemental Questionnaire Appraisal Examination (weight 100%) will be conducted to evaluate each applicant's application and supplemental questionnaire for satisfaction of minimum qualifications (pass/not pass); and for educational coursework, training, experience, knowledge, and abilities which relate to this position. Personally identifiable information (PII) is removed from the standard application fields and applicable attachments. This PII blind screening practice redacts a candidate's personal information that could potentially influence or bias the scoring process. Personal information includes the applicant's name, former last name, address, phone number, email, driver's license number, school name, education start and end dates, age, date of birth, gender, and race. This PII blind screening practice helps contribute to a fair and equitable examination process. Each applicant will be evaluated based on the following criteria: Relevance of work history, related experience, and achieved level of education and/or training as described in the application and responses to the supplemental questions. Candidates demonstrating possession of the minimum qualifications will be placed on an employment list in order of most qualified to least qualified based on the achieved score received in the Application and Supplemental Questionnaire Appraisal Examination which evaluates the education, training, experience, skills, knowledge, abilities, and other qualifications that you demonstrate in your application and/or response to the supplemental questionnaire. Please be aware that resumes and cover letters are not typically evaluated in the Application and Supplemental Questionnaire Appraisal Examination. Scores may be adjusted based on such factors as the number of candidates, anticipated vacancies, past practice, and natural breaks in the scores achieved by this group of candidates. Additional Information A background investigation is required prior to employment. Candidates referred to departments for a selection interview are typically required to sign authorization and release forms enabling such an investigation. Failure to sign prescribed forms will result in the candidate not being considered further for that vacancy. Reference information will not be made available to applicants. For positions that are required to have access to the Sheriff's Office or Probation Department facilities, a more extensive "Security Clearance" will be performed after hire. Successful completion of the probationary period may be contingent upon passing the security clearance, which may include completion and review of a Personal History Statement packet, Live Scan fingerprint-based criminal history checks, warrant checks, written reference checks, etc.

• If you are offered a position which requires a security clearance, the job offer letter will clearly specify this as a condition of the probationary period.

Additional requirements, such as successful completion of a physical exam, drug screen, etc., may apply depending on the duties and responsibilities of the position. If you receive a conditional job offer for the position, the requirements upon which the offer is contingent will be outlined in the conditional job letter. You may also review the Job Classification Screening Schedule to determine the requirements for this position. How to Apply Applications are accepted online at www.yourpath2sonomacounty.org . Paper applications may be submitted by person, fax (707-565-3770), email, or through the mail. All applications and appropriate supplemental information as outlined in the job announcement must be received by the time and date specified on the first page of this job announcement. Applications received after the recruitment closes will not be accepted. The County of Sonoma values diversity and is dedicated to creating a workplace environment that provides individuals with a sense of belonging. We are committed to having a diverse workforce that is representative of the communities we serve. The County is proud to be an Equal Opportunity Employer where all aspects of employment are based on merit, competence, performance, and business need.

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