Salary
$97,035.60 - $145,553.40 Annually
Location
Minnesota
Job Type
Full-time
Job Number
25IT20101rla017
Opening Date
06/30/2025
Description
The Information Technology department is seeking a highly skilled Senior IT Voice Engineer dedicated to design, implementation, maintenance, and the last line of support for Hennepin County’s Voice Infrastructure platforms. This position will provide advanced-level platform design, support and incident management for platform-level issues affecting the Contact Center Enterprise (CCE) and Customer Voice Portal (CVP) environment and will ensure the reliability, performance, and security of the voice communication infrastructure, supporting multiple locations and a diverse range of business units and residents.
Candidates with hands on experience with enterprise platform design and engineering are highly encouraged to apply.
Current Hennepin County employees who refer a candidate hired into an open competitive position may be eligible for a $500 referral bonus. For more information visit employee referral program.
Find us here at upcoming career fairs!
Location and hours:
This position is hybrid and will be performed both on-site at the Government Center in downtown Minneapolis at 300 South 6th Street, Minneapolis, MN 55487, and remote as job duties require. Work hours will primarily be Monday through Friday, 8 a.m. to 5 p.m. with flexibility. This team also works occasional after hours and weekends and has a shared rotating on-call shift. While this position is designated as hybrid, based on current requirements hires must reside in or relocate to Minnesota or Wisconsin. New Employee Orientation (NEO) for all new benefit-earning employees is in-person in downtown Minneapolis. Details about NEO will be provided upon hire.
About the position type:
This is a full-time, benefit earning position.
This position is internally classified as a Senior IT Engineer - IT Network Engineer. Click here to view the job classification specification. At this time, employees may be eligible to receive an additional cash merit of up to $2,911.07 that can be earned annually based on performance.
In this position, you will:
· Design, deploy, and manage Cisco Unified Communications solutions, including Cisco Communications Manager, Unity Connection, Unified Contact Center Enterprise (UCCE) with Cisco Unified Customer Voice Portal (CVP).
· Perform regular maintenance, updates, and troubleshooting of the systems.
· Provide tier support for voice platforms.
· Provide technical leadership for voice infrastructure projects, including roadmap development, requirements gathering, solution design, and implementation.
· Maintain detailed documentation of platform architecture, configuration standards, operational procedures, and support models.
· Collaborate with vendors and service providers to manage service agreements, upgrades, and technical support.
· Stay current with collaboration and contact center product roadmaps and assess emerging technologies for potential adoption.
· Participate in a compensated on-call support rotation.
Need to have:
· One of the following:
o Seven years or more of information technology experience.
o Associate/vocational/technical degree in computer science, engineering, or a related information technology field and five years or more of information technology experience.
o Bachelor's degree or higher in computer science, management information systems, data engineering, business intelligence, data analytics, or a related information technology field and three years or more of information technology experience.
· A relevant industry recognized certification or the ability to obtain one within 6 months of hire.
Nice to have:
· Experience with:
o Cisco Unified Communications Manager (CUCM), Unity Connection Enterprise, and other Cisco voice products.
o Unified Contact Center Enterprise (UCCE) with Customer Voice Portal (CVP).
o Cisco Unified Border Element (CUBE), Unity Connection, Singlewire Informacast Fusion, Variphy, Ribbon SBCs, Imagicle Call Recording, Cisco Unified Computing System (UCS), VMware, Pure Storage, Fibre Channel.
o Voice gateways.
o Informix and MSSQL databases.
o Implementing and troubleshooting Quality of Service (QoS).
· One of the following certifications:
o Administering Cisco Contact Center Enterprise (CCEA), Advanced Administration and Reporting of Contact Center Enterprise (CCEAAR), Cisco Contact Center Enterprise Implementation and Troubleshooting (CCEIT), Implementing Cisco Contact Center Enterprise Chat and Email (CCECE), Cisco Certified DevNet Specialist, Cisco Certified DevNet Professional, Cisco Certified DevNet Expert, Cisco Certified Network Professional (CCNP) Collaboration, Cisco Certified Internetwork Expert (CCIE) Collaboration, SIP School Certified Associate (SSCA) ‘Elite’.
If you have any questions, please contact:
Roberta Arpinar