Telecommunications / Unified Communications Specialist (Senior)

Overview

DecisionPoint seeks a Telecommunications / Unified Communications Specialist to provide senior-level engineering and operational support for telecommunications services across the USMEPCOM ENLIST program. This position supports enterprise call management, Voice over Internet Protocol, Session Initiation Protocol, handsets, voicemail, voice applications, mobile devices, carrier services, and telecommunications cutovers.

The Telecommunications / Unified Communications Specialist configures and registers devices, troubleshoots outages, coordinates service restoration, and supports telecommunications changes at USMEPCOM Headquarters, Military Entrance Processing Stations, Remote Processing Substations, and COOP facilities. The specialist works closely with Government representatives, network and systems teams, the Service Desk, field support, telecommunications carriers, DISA, vendors, and local service providers.

This position also supports Government mobile-device enrollment and registration processes. The specialist must complete and maintain the required PKI, mobile-device, and applicable DISA training and authorization before independently performing controlled enrollment or registration functions.

This position is located on-site in North Chicago, Illinois. After-hours work, on-call support, planned maintenance, emergency restoration, and travel to remote locations may be required.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

The Telecommunications / Unified Communications Specialist will:

- Provide senior engineering and operational support for enterprise voice and unified-communications services.

- Administer, maintain, update, and troubleshoot approved call-management platforms.

- Support vendor, security, firmware, and software patches and platform upgrades.

- Configure, test, install, register, relocate, replace, and remove VoIP handsets and related communications devices.

- Support existing and new VoIP users, extensions, device profiles, calling permissions, and assigned features.

- Maintain approved dial plans, call-routing configurations, number assignments, hunt groups, call queues, and related voice settings.

- Troubleshoot voice-quality, call-routing, registration, signaling, media, voicemail, feature, and connectivity problems.

- Diagnose and resolve SIP trunk, gateway, carrier, session, and call-establishment issues.

- Support voice applications such as voicemail, softphone clients, call recording, collaboration tools, and related communications services.

- Support Jabber, Microsoft Teams voice, or comparable Government-approved unified-communications capabilities where implemented.

- Coordinate changes affecting call routing, trunks, gateways, voicemail, emergency calling, or other enterprise voice services.

- Support telecommunications cutovers associated with facility moves, technology refreshes, service transitions, or carrier changes.

- Develop cutover plans, implementation checklists, validation steps, communication plans, and rollback procedures.

- Coordinate cutover activities with carriers, vendors, local service providers, network teams, site personnel, and Government representatives.

- Validate inbound and outbound calling, internal extensions, emergency calling, voicemail, call forwarding, and other required functions following a cutover.

- Support landline, VoIP, fax, IP and analog speaker, SIP trunk, mobile-device, hotspot, and related telecommunications services.

- Coordinate maintenance and restoration activities with commercial carriers, DISA, utilities, vendors, and other service providers.

- Open, update, escalate, and monitor carrier or vendor trouble tickets through restoration.

- Maintain accurate telecommunications incident timelines, service-provider updates, actions, dependencies, and restoration details.

- Respond to telecommunications outages and provide technical information to the Service Desk and Outage Response Team.

- Isolate whether telecommunications incidents originate from endpoints, cabling, call-management systems, voice applications, circuits, carriers, or external service providers.

- Implement approved temporary workarounds or rerouting measures when full restoration is not immediately available.

- Confirm service restoration through technical testing and validation with affected users or locations.

- Support written incident reports and root-cause analyses by providing logs, configurations, carrier information, actions, timelines, and preventive recommendations.

- Perform or coordinate telecommunications cabling from the demarcation point or call-management environment to communications devices.

- Support telecom-room, rack, patch-panel, gateway, and handset documentation.

- Support telecommunications services at the USMEPCOM COOP site.

- Coordinate with local service providers for landline and telecommunications support during COOP exercises or activation.

- Support 24/7/365 telecommunications response during COOP exercises, activations, outages, or other operational events.

- Configure, issue, reset, troubleshoot, recover, and support Government mobile devices.

- Register approved mobile phones, tablets, hotspots, and related devices using authorized Government and DISA processes.

- Complete approved mobile-device enrollment and configuration activities.

- Support PKI-enabled mobile-device functionality, certificates, authentication, and approved secure-access requirements.

- Track device distribution, assignment, return, replacement, configuration, and registration status.

- Pull and report mobile-device usage information when authorized and requested.

- Coordinate mobile-device activation, suspension, replacement, number transfer, and service termination with carriers and Government representatives.

- Maintain separation of duties and comply with Government authorization boundaries for device registration and enrollment.

- Protect subscriber, device, account, certificate, usage, and other sensitive telecommunications information.

- Maintain current procedures for handset registration, mobile-device enrollment, PKI enablement, carrier escalation, cutovers, outage response, and service restoration.

- Develop field guides, troubleshooting guides, checklists, training materials, diagrams, and standard operating procedures.

- Provide technical training, demonstrations, and knowledge transfer to technicians, Service Desk personnel, Government staff, and authorized users.

- Coordinate training content and delivery with the assigned Government representative.

- Maintain accurate inventories of telecommunications devices, telephone numbers, extensions, circuits, trunks, gateways, mobile devices, and related services.

- Maintain architecture diagrams, call-flow diagrams, carrier information, circuit records, configuration baselines, and recovery documentation.

- Review telecommunications performance, incident, and usage data to identify recurring issues, capacity concerns, and improvement opportunities.

- Follow approved incident, problem, change, release, configuration, asset, security, and quality-management processes.

- Provide telecommunications status, accomplishments, outage information, risks, issues, and corrective actions for operational and program reporting.

Qualifications

Required Qualifications

Candidates must meet all of the following requirements:

- Active Secret clearance or higher.

- Bachelor’s degree in information technology, information systems, or a related field, or equivalent professional experience where permitted by the applicable labor category.

- Minimum of eight years of relevant experience in telecommunications engineering, unified communications, VoIP, voice infrastructure, mobile-device services, or a related technical discipline.

- Experience supporting enterprise call-management, SIP, handsets, voicemail, mobile devices, telecommunications carriers, and service restoration.

- Experience configuring, registering, installing, and troubleshooting enterprise voice or unified-communications devices.

- Experience diagnosing telecommunications outages and coordinating corrective actions with carriers, vendors, network teams, and service providers.

- Experience supporting telecommunications cutovers, facility moves, service transitions, or technology refreshes.

- Ability to possess or successfully complete and maintain Government-required mobile-device enrollment and PKI training and authorization before performing controlled enrollment functions.

- Ability to complete and maintain applicable DISA training and authorization required for mobile-device registration.

- Ability to maintain accurate incident, device, circuit, configuration, carrier, and technical documentation.

- Ability to work on-site in North Chicago, Illinois.

- Ability to support after-hours maintenance, on-call response, COOP activities, and critical outage restoration when required.

- Strong written, verbal, customer-service, coordination, and technical problem-solving skills.

Preferred Qualifications

The following qualifications are preferred but are not required:

- Experience supporting federal or Department of Defense telecommunications environments.

- Experience administering Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Unified Border Element, or comparable voice platforms.

- Experience with SIP, RTP, SRTP, SCCP, H.323, MGCP, and related voice protocols.

- Experience supporting voice gateways, session-border controllers, SIP trunks, dial plans, call routing, or emergency-calling services.

- Experience with Microsoft Teams Phone, Cisco Jabber, Webex Calling, or comparable collaboration platforms.

- Experience supporting Government mobile-device enrollment, PKI, CAC, derived credentials, or DISA registration processes.

- Experience supporting COOP telecommunications services and continuity exercises.

- Cisco Certified Network Associate certification.

- Cisco Certified Network Professional Collaboration certification.

- CompTIA Network+ or Security+ certification.

- Microsoft 365 Certified: Teams Administrator Associate or another relevant Microsoft certification.

- BICSI or another relevant telecommunications certification.

- ITIL v4 Foundation certification.

- Experience using ServiceNow or another enterprise IT service-management platform.

Skills and Competencies

- Enterprise voice and unified-communications engineering.

- Call-management and SIP troubleshooting.

- Handset, voicemail, mobile-device, and carrier support.

- Telecommunications outage response and restoration coordination.

- Telecom cutover and transition planning.

- Mobile-device enrollment and registration.

- PKI-enabled device support.

- Vendor, carrier, and Government coordination.

- Technical training and procedure development.

- Incident and configuration documentation.

- Ability to work effectively in a mission-critical on-site environment.

- Strong attention to detail, security, and authorization boundaries.

Our Equal Employment Opportunity Policy

- EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.

- Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

- Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.