Telecommunications Systems Engineer (Hybrid)

Rockville , MD
Mar 15, 2023
Apr 14, 2023
Full Time
Westat is an employee-owned corporation providing research services to agencies of the U.S. Government, as well as businesses, foundations, and state and local governments. Westat's research, technical, and administrative staff of more than 2,000 is located at our headquarters in Rockville, Maryland, near Washington, DC.

Westat is committed to building a diverse workforce and a culture of inclusivity, belonging and equity for all. We believe that our greatest strength draws on the different backgrounds, cultures, perspectives and experiences of our employees.

Job Summary:
Westat is seeking a Telecommunications Systems Engineer to provide high level support for the Avaya Aura phone system. You will provide telecommunication initiatives throughout the organization. At Westat we are truly dedicated to improving lives through research which is enabled by the power of our growing technology and technology team. This position is based at our Rockville office to work onsite 2-3 days per week.  
Job Responsibilities:
•     Monitor system responsiveness, call flow traffic, and report issues. 
•     Provide support for Contact Center Platform.
•     Implements and troubleshoots enterprise voice-related solutions/incidents/system outages, peripheral equipment and cabling. 
•     IP telephony design and implementation, including provisioning of circuit cards, trunking, and VoIP phones.
•     Work on periodical internal audits or reviews or deficiency remediation efforts
•     Collaborate and provide knowledge of network and voice technologies to outside vendors/project leads to ensure telecommunication systems are successfully implemented. 
•     Works with other network analysts, technicians, and engineers to maintain and integrate telephones, voicemail messaging systems, call management systems.
•     Stay current with trends in information technology and advise on new technologies and solutions.
•     Provide support for daily operations for the Avaya system to include clearing alarms procedures, Move/Add/Changes, performing back-ups, ACD programming, and reporting.
•     Respond to calls after business hours to resolve emergency incident.
•     Maintain Open TextT Voice Mail servers.
•     Provide operations and support of LAN/WAN technology (router, switches, hubs)

Basic Qualifications:
•     Typically requires a bachelor's degree and a minimum of 7 years of IT experience, or an equivalent combination of education and experience including at least 5 years' experience with the Avaya platform.

Other Required Qualifications: 
•     Proven expertise with Avaya core components - System Manager, Session Manager and Communications Manager and Contact Center technology.
•     Avaya Session Manager/SIP integrations to 3rd party applications.
•     Extensive knowledge of Avaya Session Border Controller, Encryption and Remote Worker.
•     Contact Center skills - Vectoring, VDN, Sills, Variables, System Configuration ARS table, Routing Plan, Service hours tables, etc.
•     Solid understanding of computer networking, information technology and unified communications.
•     Excellent communication skills.
•     Strong leadership skills.
•     Knowledge of Linux.
•     ISDN and T1 protocols along with SIP trunking from carrier.
•     SIP Endpoints and SIP internal trunking.

Preferred Qualifications:
•     Avaya certifications a plus.
•     Previous experience in telecommunications, networking/engineering, and carrier operations.

Westat offers a well-rounded and comprehensive benefits program focused on wellness and work/life balance. Subject to plan requirements, employees may participate in:
  • Employee Stock Ownership Plan
  • 401(k) Retirement Plan
  • Paid Parental Leave
  • Vacation Leave (15 days per year)
  • Sick Leave (10 days per year)
  • Holiday Leave (7 government holidays and 2 Floating holidays)
  • Professional Development
  • Health Advocate
  • Employee Assistance Program
  • Travel Accident Insurance
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Short Term Disability Insurance
  • Long Term Disability Insurance
  • Life and AD&D Insurance
  • Critical Illness Insurance
  • Supplemental Life Insurance
  • Flexible Spending Account
  • Health Savings Account

Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity or expression, or any other protected status under applicable law.