NOC Supervisor job opening

Senior VoIP Solutions Architect

DEPARTMENT:  Operations – Network Management
JOB TITLE:  Senior VoIP Solutions Architect
REPORTING TO: Director of Network Management
DATE PREPARED:   January 2021


The Senior VoIP Solutions Architect’s primary role will be as the voice engineering Subject Matter Expert (SME) in diverse and challenging engagements with Saddleback’s strategic business partners and broad network of wholesale partners. As the technical lead of Saddleback’s Voice Engineering Group, this role will be responsible for the analysis, recommendation, design, architecture, implementation and complete documentation of network enabling and related technologies on Saddleback’s voice network, in conjunction with strategic and core network initiatives. This position will provide SME guidance, expertise and troubleshooting for events where escalation paths are needed, or where complex engineering is required.  The Senior VoIP Solutions Engineer will also serve as a mentor and facilitator to assist other Network Operations team members, providing training, guidance and quality oversight for junior team members.

  • Serves as overall architect and voice network solutions advisor, supporting the business requirements for internal and external business partners.
  • Designs, develops, configures and sustains engineering support of existing VoIP Class 5 systems to achieve highest availability of services of “five 9’s” or better.
  • Manages complex translations schemas and recommends, plans and implements updates/changes.
  • Develops and recommends ‘best practice’ processes to support strategic initiatives, standard configurations, procedures and guidelines for selecting, provisioning, and deploying integrated solutions and platforms within the Saddleback VoIP environment.
  • Works closely with business partners, internal leads and solutions providers to design and support future VoIP services and provide design/architectural issue resolution.
  • Develops detailed, standardized maintenance upgrade and testing documentation and ensures the maintenance activities are documented and executed through Change Control.
  • Responsible for the planning, documentation, testing, and implementation of disaster recovery models at all levels of the telephony network
  • Consult with core network personnel to coordinate activities that maintain network redundancy, security and integrity.
  • Provides support as needed toward the analysis and resolution of escalating troubles/issues from Tier III NOC support personnel.
  • Follows through with stakeholders for timely resolution of issues; verifies fixes delivered by internal/external parties for escalated issues.
  • Vigorously follows industry, technology and consumer trends, available products and services in support of IP Telephony and works with internal product development teams to bring new solutions for consideration.
  • Assist in the development of training materials for LMS system and onsite/online training programs for reseller partners.
  • Evaluates technical competencies, mentors, coaches and provides training and technical guidance to NOC support staff.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

  • Bachelor’s degree in Business Management, Engineering, or equivalent from an accredited university or equivalent work experience of at least 10 years in technical operations.
  • Expert knowledge and certification in Metaswitch Voice Platform systems and Session Border Controller systems (HPBX, translations and enhanced services).
  • Advanced experience with various TDM/VoIP endpoints (SIP PBX’s, Calix, IP phones, TDM to IP gateways, etc.).
  • Three (3) years of demonstrated technical operations supervisory experience preferred.
  • Cisco CCNP certification preferred.

  • Technical Knowledge – Expert-level experience and detailed understanding of SIP (Session Initiation Protocol), VOIP Telephony, TCP/IP, Firewalls, routers, RFC’s, Digital Switching Technology, Traffic Engineering, troubleshooting practices, testing methods and Central Office protection practices.
    • Expert-level knowledge in VoIP and TDM protocols; SIP, H.248, MGCP, IP, NAT, GR-303, ISDN, SS7, Session Description, RTP, RTCP, Application Layer Gateways, VoIP/Video codecs.
    • Strong working knowledge of VMWare based systems.
    • Working knowledge of provider-based billing systems and telephony billing records.
  • Customer Service – able to personally provide the highest level of interactive service to internal/external customers, building relationships, identifying and addressing needs.
  • Organization & Time Management – able to work independently with minimal supervision, planning, scheduling and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail.
  • Project Management – able to prepare a plan that achieves stated objectives, establish and meet project deadlines, modify plan to reflect changing priorities and successfully complete project.
  • Team Orientation & Interpersonal – highly motivated, passionate and creative team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization.
  • Communication – able to effectively and persuasively express self, using language and grammar in a professional manner.
  • Analytical Problem-Solving & Decision Making – able to research, analyze, identify viable options, draw sound conclusions, present findings and make thoughtful recommendations considering overall risk and short-term and long-term impact.
  • Adaptability to Change – able to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment.

  • Typing/computer keyboard
  • Utilize computer software (specified above)
  • Retrieve and compile information
  • Maintain records/logs
  • Verify data and information
  • Organize and prioritize information/tasks
  • Operate office equipment
  • Verbal communication
  • Written communication
  • Public speaking/group presentations
  • Research, analyze and interpret information
  • Investigate, evaluate, recommend action
  • Leadership and supervisory, managing people
  • Basic mathematical concepts (e.g. add, subtract)
  • Advanced mathematical concepts (fractions, decimals, ratios, percentages, graphs)

  • Sitting for extended periods
  • Extended periods viewing computer screen
  • Reading
  • Speaking
  • Hearing
  • Repetitive Motions
  • Reaching/Grasping
  • Writing

  • Normal office environment
  • Electrical current
  • Proximity to moving mechanical parts

Saddleback is an “Equal Opportunity/Affirmative Action Employer.” Preference will be given to a qualified Community Member, then a qualified Native American and then other qualified candidate.

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