Unified Communications (UC) Engineer - IT Communications Analyst III - County of Riverside
Riverside, CA 92501
About the Job
The Riverside County Information Technology department (RCIT) is seeking an Unified Communications (UC) Engineer/IT Communications Analyst III for Tier 2 Operations. The UC Engineer will oversee the maintenance and reporting on the County of Riverside's voice systems and act as a lead over staff.
This position requires someone who has extensive voice systems experience, including managing an on-premise Voice over Internet Protocol (VoIP) system, and who is analytical, creative, and innovative in finetuning the system into a better product for the customers. Applicants must have current knowledge and understanding of VoIP and Session Initiation Protocol (SIP) products and solid knowledge in Open Systems Interconnection (OSI) Model layers, Internet Protocol (IP) Routing, Transmission Control Protocol (TCP)/IP Operation. In addition, the UC Engineer must have strong customer services skills and be a good mentor and trainer, both in an office and virtual environment.
Experience with Cisco applications is highly desired: Cisco Attendant Console (CUAC), Cisco Contract Center Enterprise - PCCE/UCCE, Cisco Finesse, Cisco Jabber, Cisco Prime System Analysis, Cisco Unified Communications Manager (CUCM), Cisco Unified Intelligence Center - Reporting for UCCE, Cisco Unity Connection - voicemail, and Cisco Voice Portal (CVP) - IVR.
***Although the UC Engineer will be workingwith all aspects of Cisco voice systems, individuals with transferrable experience, such as experience with an Advanced Communications & Data (ACD) Network, are encouraged to apply.***
The UC Engineer will have the option to work remotely, after the initial training period, and only work in-office and perform site visits as needed. The UC Engineer will be on-call on a rotating basis.
About Riverside County Information Technology
RCIT is a full-service provider of IT services including communications, development, security, infrastructure, desktop support, helpdesk, and datacenter services. Comprehensive systems support is also offered for email and messaging, smart phones, tablets, expert technical support, and production and test environments.
Meet the Team
RCIT promotes a culture of Team Players! People are at the center of everything in the department and it is a priority to work together for a balanced, work-life environment. Executive Leadership is customer-focused and employee-supportive in all things. It is a goal to create an environment where working hard can be fun and rewarding for everyone. The department continues to grow in effective and dynamic ways to cultivate business relationships while promoting efficiencies through innovations to "Empower people to reach beyond..."
EXAMPLES OF ESSENTIAL DUTIES
• Monitor Cisco Unified Communications (UC) network components, on-line applications, network connectivity, and control telephone network, remote access, network components, on-line applications, and network connectivity: track and analyze problems and resolutions for the voice over internet protocol (VoIP) telephone system, Calabrio voicemail system and Fax Server.
• Measure network resource availability, performance, and capacity on a scheduled basis with tools such as Cisco Prime Collaboration and Real-Time Monitoring Tool (RTMT).
• Troubleshoot system failures, performance deficiencies, and provide analysis of failures and inefficiencies.
• Provide expert analysis to end users of Packaged Contact Center Enterprise (PCCE) applications through Cisco Unified Intelligence Center (CUIC) reports.
• Install, configure, and maintain voice network nodes and telephones.
• Maintain, configure, and troubleshoot analog voice gateways and Session Boarder Controllers supporting a centralized situation initiation protocol (SIP) Trunk architecture.
• Perform configuration of Contact Center solution using Single Pane of Glass (SPOG).
• Work closely with vendor on maintenance and warranties.
MINIMUM QUALIFICATIONS
Extensive experience with SIP.
AND
Completion of 30 semester or 45 quarter units from an accredited college or university (Additional qualifying IT job-related experience may be substituted for the required education on the basis of 30 semester or 45 quarter units equaling one year of full-time experience).
AND
Four years of successful journey level IT job-related experience with one of those years including either lead person duties or technically advanced IT job-related work. (One year as an IT Communications Analyst II will satisfy the one year of lead or technically advanced experience requirement.)
Additional requirements
A California driver's license. The UC Engineer may be required to drive to sites to meet with customers and will be required to participate in our On Call rotation for after-hours support.
A successful Security Clearance conducted by the Sheriffs' Department is required for positions within the Riverside County Information Technology Department.
SUPPLEMENTAL INFORMATION
Application Deadline
This recruitment is open to all applicants.Applications will be reviewed in the order in which they are received. Based on the number of applications received, this posting may close or be extended without notice.Applications received prior to the closing date will be considered based on the information submitted. Changes or alterations cannot be accepted. No late applications will be permitted.
Qualified applicants may be considered for future vacancies throughout the County. Applicants who are current County or RCIT employees may be considered before other applicants depending on the volume of applications received.
Applicants who fail to provide information demonstrating they possess the position requirements may not be considered further in the application process. A description of job duties directly copied from the job classification or job posting will not be considered.
Degree Verification
Prior to the closing date, upload a copy of any license(s), official/unofficial transcript(s), degrees, and/or related employment documents to your NeoGov account. If your education was completed outside of the United States, you will need to provide a copy of your Foreign Education Equivalency evaluation from a member of the National Association of Credential Evaluation Services ( NACES )or Association of International Credential Evaluators, Inc. ( AICE ).
Veterans' Preference
The County of Riverside has a Veteran's Preference Policy . Upload a copy of your (or your spouse's) Member-4 Form DD-214 (or NGB-22) indicating dates of service, and a copy of your spouse's letter of disability (if applicable) with your application. For privacy reasons, it is recommended that you remove your social security information from the document(s). A Human Resources Representative will review the materials and determine if you qualify for veterans' preference.
Reasonable Accommodations
The County of Riverside is committed to providing reasonable accommodation to applicants as required by the Americans with Disabilities Act (ADA) and Fair Employment and Housing Act (FEHA). Qualified individuals with disabilities who need a reasonable accommodation during the application or selection process should contact the recruiter for the position noted above. For additional information and/or to obtain the appropriate form for requesting a reasonable accommodation, please visit the Disability Access Office web page located at: http://dao.rc-hr.com/ .
GENERAL INFORMATION
If you have any questions regarding this posting, please contact Karla Medrano at kmedrano@rivco.org .
If you are experiencing technical problems, you may contact the governmentjobs.com applicant support desk Monday through Friday, 6 am to 5 pm Pacific Time at support@governmentjobs.com or toll-free 1-855-524-5627.
GENERAL APPLICATION INFORMATION:
Please read and follow any special application instructions on this posting. Click the 'Apply' link located on this page to submit your application. For instructions on the application process, examinations, Veteran's preference, pre-employment accommodation or other employment questions, please refer to our web site, www.rc-hr.com . A pre-employment physical examination and background check may be required.
MEDICAL/DENTAL/VISION INSURANCE: A choice of different medical, dental and visions plan are available to elect. The County provides a Flexible Benefit Credit contribution as governed by the applicable SEIU Memorandum of Understanding to contribute towards the cost of these plans.
Note: Employees on assignment through the Temporary Assignment Program (TAP) receive different benefits. See the list here .
MISCELLANEOUS RETIREMENT: County of Riverside has three retirement Tiers through the California Public Employees' Retirement System (CalPERS).
- Tier I (Classic Member - Formula 3% @ 60): Applicable to current and former County of Riverside local miscellaneous employees hired prior to 08/24/2012 and did not withdraw CalPERS contributions. The employee contribution is eight (8%) percent.
- Tier II (Classic Member - Formula 2% @ 60): Applicable to local miscellaneous employees 1) hired after 08/23/2012 through 12/31/2012; 2) Previously employed with another CalPERS contracting public agency or a reciprocal retirement system, with a break in service of less than six months between the separation date with the previous employer and the appointment date with the County of Riverside. The employee contribution is seven (7%) percent.
- Tier III (PEPRA New Member - Formula 2% @ 62): Applicable to CalPERS local miscellaneous new members hired on or after the implementation of the Public Employees' Pension Reform Act of 2013 (PEPRA) which took effect January 1, 2013. Effective July 1, 2023 employee contributions are 7.25% and will increase to 7.75% effective July 1, 2024.
A new member is defined as any of the following:
CalPERS refers to all members that do not fit within the definition of a new member as "classic members".
Contribution rates are subject to change based on the County of Riverside annual actuarial valuation.
Note:
This summary is for general information purposes only. Additional questions regarding retirement formulas can be sent to retirement@rivco.org or by calling the Benefits Information Line at (951) 955-4981,
Option 2.
If you have prior service credit with another CalPERS agency or within agencies, please contact CalPERS at (888) 225-7377 to determine which retirement tier would be applicable to you. CalPERS is governed by the Public Employees' Retirement Law. The Retirement Law is complex and subject to change. If there's any conflict between this summary and the law, the law will prevail over this summary.
DEFERRED COMPENSATION: Voluntary employee contribution with a choice between two 457 deferred compensation plan options.
VACATION ACCRUAL (Bi-Weekly Accrual):
0< 3 year = 80 Hours (10 Days)
4< 9 years = 120 Hours (15 Days)
10 or more years = 160 Hours (20 Days)
Maximum Vacation leave accumulation is 480 hours.
SICK LEAVE: Four (4) hours Sick Leave accrual per pay period with unlimited accrual.
HOLIDAYS: Normally 12 paid holidays per year.
BEREAVEMENT LEAVE: Allowed 5 days (3 days are County paid; 2 additional days can be taken from accrued Sick Leave balance).
BASIC LIFE INSURANCE: Equal to one times annual base salary not to exceed $50,000 of term life coverage. Premiums are paid by the County. Additional Supplemental Life plan is available for employee purchase.
DISABILITY: Short-term Disability benefit pays up to a maximum of $461.54 weekly, payable up to a maximum of 52 weeks.
POST RETIREMENT MEDICAL CONTRIBUTION: A monthly contribution is made by the County towards retiree health insurance offered through the County as governed by the applicable SEIU Memorandum of Understanding.
OTHER: There may be other benefit provisions as specified in the applicable Memorandum of Understanding. Please contact the recruiter listed on the job posting directly for more information.
