Senior Telecommunications Engineer

Title: Senior Telecommunications Engineer

Pay Grade: MGT

Starting Pay: $88,695.37

Departmental Mission Statement: MISSION STATEMENT OF THE MASSACHUSETTS TRIAL COURT:

The Trial Court is committed to:

• fair and impartial administration of justice;
• protection of constitutional and statutory rights and liberties;
• equal access to justice for all in a safe and dignified environment with policies and practices that strengthen and support diversity, equity, and inclusion;
• efficient, effective, and accountable resolution of disputes;
• prompt and courteous service to the public by committed and dedicated professionals
utilizing best practices in a manner that inspires public trust and confidence.

MISSION STATEMENT OF THE INFORMATION TECHNOLOGY DEPARTMENT:

Enhance access to justice through the effective use of technology. Partner with Judges and all Court Staff to use technology to speed the delivery of justice. Build a culture that values transparency, collaboration, inclusivity, and continuous improvement.

ORGANIZATIONAL PROFILE: https://www.mass.gov/orgs/judicial-information-services-department

Notes: This position is designated as Management and is covered by the Personnel Policies and Procedures Manual.
Compensation commensurate with experience. You must upload a resume to your profile to be considered for this position, in addition to completing all the application steps.

First consideration will be given to those applicants that apply within the first 14 days.

Position Summary: The Senior Telecommunications Engineer is responsible for the stability, maintenance and upgrading of all telecommunications products and services, future telecommunications planning, procurement of telecommunications goods and services, participating in or overseeing the installation and/or upkeep of telephone systems or applications telecommunications supports, as well as providing technical assistance and advice to all Trial Court Divisions and Offices in regard to all things telecom.

The Senior Telecommunications Engineer will have a strong working knowledge of and experience with the telephony systems they will manage. This includes advanced knowledge and troubleshooting experience in enterprise telephony solutions, including but not limited to Avaya Aura 10.x Communications Manager (on-premise solution), Mutare Voice (Cloud Voicemail) and Consensus eFAX, among other systems and applications. Additionally, supporting remote workers, SIP trunking/porting, ARS, AAR, routing, dial plans and other Avaya hardware and software (such as SBC, ACD, CDR, SIP, Cloud, licensing, firmware, storage, and backup) is essential.

The successful candidate will enjoy having hands on technical responsibilities as well as the ability to lead and collaborate with technical resources, vendors as well as end users to troubleshoot issues and implement new technologies.

The person in this position will mentor and train Telecom personnel performing tasks related to all aspects of the physical infrastructure as it relates to the telecommunications footprint within the approximately 98 Trial Court locations across Massachusetts.

Supervision Received: The Senior Telecommunications Engineer reports to the Telecommunications Manager or his/her designee and receives direction in performing duties in accordance with established policies and guidelines.

Duties:

• Manages tasks, trains and mentors Telecommunications Technicians in all areas related to the Avaya Aura 10.x environment including training, troubleshooting, and escalations with external telecommunications vendors to ensure appropriate response to outages and other technical issues.
• Provide administrative services for installed enterprise telephony solutions, including, but not limited to, Avaya Aura 10.x Communications Manager, Mutare Voice (Cloud Voicemail) and Consensus eFAX to name a few systems and applications the Telecommunications Department is responsible for.
• Recommends, creates, documents, and oversees appropriate procedures that involve telecommunications activities with court divisions, court departments and offices to improve Trial Court communications including but not limited to training procedures, creating and updating process documents for Telecommunications Team, IT Support Desk staff and all end users.
• Evaluates telecommunications infrastructure and footprint and makes recommendations as to ways to maximize redundancy and resiliency.
• Partner closely with telecom team, vendor and other IT teams as needed to understand service-impacting incidents, determine root causes, and implement effective resolutions in a timely manner, keeping stakeholders informed and managing expectations.
• Troubleshoot technical issues and provide solutions to ensure high levels of performance and security.
• Effectively communicate insights and plans to cross-functional team members and management.
• Contribute to the development and implementation of change management, incident management, and problem management practices.
• Troubleshoot and complete Service Now incident tickets and request tasks for the Telecommunications Department and will serve as tier 2 support for the Telecommunications Technician’s with their escalated incidents or tasks to ensure prompt, secure and/or standardized resolution.
• Create appropriate documentation including, but not limited to, user cases, current and future state comparisons, functional requirements, as built and call/data flow diagrams, and end-user documentation.
• Performs related duties as required.

Job Competencies: All applicants must be able, through the interview process, to prove efficiency in the following areas:

Ethics and Values: Communicates and demonstrates the ethics and values of the Judicial Branch.
Mission: Understands, upholds, and communicates the Judicial Branch and Information Services missions.
Applied Knowledge: Understands information services operations, specialized tools, applications, and software, with some understanding of the various court departments and divisions
Continuous Learning: Demonstrates a commitment to continuously improve their knowledge of fast-changing computer programs, hardware and software through professional development.
Commitment to Diversity: Promotes an environment of diversity through understanding, respect, and positive communication with persons of various racial, ethnic, economic and cultural backgrounds.
Customer Service: Conducts oneself in a courteous and professional manner when assisting all employees of the Judiciary, regardless of their position in the Judiciary.
Collaboration: Works with others cooperatively, demonstrating a willingness to be a team player, and contributing to a work environment that focuses on shared departmental goals.
Problem Solving: Accurately assesses workplace problems in TCIS and recommends and facilitates appropriate solutions.

Minimum Requirements: These are the minimum requirements necessary to apply for the position of Senior Telecommunications Engineer:
• Bachelor’s degree from an accredited institution of higher education plus 3 years of professional experience working as a Telecommunications Engineer or Telecommunications Administrator/Analyst, or seven or more years of equivalent experience including recent experience maintaining telephone systems and implementing Avaya Enterprise Systems.
• Must have reliable transportation and be available to travel to any of the Trial Court locations (currently 98) throughout Massachusetts up to 5 days per week if needed or as projects dictate.
• This position will participate in an on call or standby rotation.
• Strong ability to create positive and professional business relationships with team members, internal clients and provide excellent end user service.

Additional Requirements:
• A solid understanding of PRI trunking, SIP trunking/porting, ARS, AAR, VoIP, Routing, Dial Plan, Tenant, and all other Avaya hardware and software is preferred.
• Experience supervising vendors in the implementation and support of telephony solutions.
• Must be in a current role managing or maintaining Enterprise VoIP systems/applications (release 8.x/10.x preferable).
• Ability to work after hours and weekends as it relates to system stability and project work.
• Experience with production environment support, including receiving incidents and requests from end-users, analyzing them, and either responding to the end user with a solution or escalating it to other JISD teams or maintenance vendor.
• Excellent communication skills, verbal and written, and the ability to work effectively with technical and non-technical people at all levels of the organization.
• Strong ability to create positive and professional business relationships with internal clients and provide excellent end user service.
• Experience training end users on telephony applications including software tools and applications.
• Ability to properly rank competing work priorities and to work efficiently to fulfill those priorities in a timely manner.
• Knowledge of Mitel IP Phone Systems (MiCollab) preferred to support 2 contact center locations is a plus.
• Proven learning ability in a complex business environment and the capability to work both independently and as part of a team, with little supervision.