Internal Job Profile Code:

TCS167, T5, Band 8

Job-Specific Essential Duties and Responsibilities:

Serve as the senior technical authority for enterprise collaboration, voice, and video (UC) services across on-premises, cloud, and hybrid environments.
Provide hands-on engineering support and advanced Tier 3 troubleshooting for complex voice and video service issues, ensuring rapid diagnosis and resolution.
Monitor service health, performance metrics, alerts, and capacity indicators to proactively identify risks and drive service stability improvements.
Provide technical direction for unified communications platforms, ensuring alignment with enterprise architecture standards and mission requirements.
Collaborate with network and operations teams to ensure optimal voice and video quality through effective QoS design and network integration.
Support platform lifecycle activities, including upgrades, migrations, configuration changes, and operational readiness testing for collaboration services.
Coordinate incident response and service restoration activities related to voice and video platforms, ensuring minimal disruption to mission-critical communications.
Develop and maintain technical documentation, SOPs, and knowledge base materials to support operations, governance, and knowledge transfer.
Contribute to service management reporting, monitoring SLA performance, and driving continuous service improvement across collaboration services.
Serve as a key liaison with stakeholders, service providers, and cross-functional teams to ensure reliable delivery of communications services.

Job-Specific Minimum Requirements:

Due to contract requirements all candidates must be U.S. citizens without dual citizenship. Green Card Holders or those requiring sponsorship cannot be considered.
Bachelor's degree in Telecommunications, Network Engineering, Information Technology, or a related field (or equivalent experience).
8+ years of experience in telecommunications engineering, unified communications, or related enterprise IT roles.
Demonstrated experience supporting enterprise voice, video, and collaboration platforms (e.g., VoIP, VTC, unified communications systems).
Proven experience performing advanced (Tier 3) troubleshooting for complex telecommunications and UC issues.
Hands-on experience with monitoring tools and performance analysis for voice and video services.
Strong knowledge of QoS, network integration, and voice/video traffic optimization.
Experience supporting platform lifecycle management, including upgrades, migrations, and configuration changes.
Experience coordinating incident response and service restoration in mission-critical environments.
Ability to develop and maintain technical documentation, SOPs, and architecture-related artifacts.
Experience supporting SLA performance tracking and service improvement initiatives.
Ability to collaborate across network engineering, operations, and architecture teams.

Preferred Skills and Qualifications:

Relevant telecommunications or network certification (e.g., Cisco CCNP Collaboration, CCNP Enterprise, or equivalent).
Experience supporting federal government environments.
Experience with enterprise UC platforms (e.g., Cisco UC, Microsoft Teams, or similar collaboration technologies).
Familiarity with hybrid cloud communications architectures.
Knowledge of ITIL-based

ITSM/ITOM

processes and integration with service delivery.

Experience supporting VoIP and VTC services in large-scale environments.
Strong analytical and troubleshooting skills in high-availability, mission-critical environments.
Excellent communication skills and ability to serve as a technical liaison to senior stakeholders.
Experience contributing to architecture governance and service optimization initiatives.

Minimum Requirements TCS167, T5, Band 8 \\#TSTECH #cleared0618 #techjobs #clearance #veteransPage Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. 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