Telecom Voice Systems Engineer--Bay Area (on-site visits to 9 City and County offices required)--...

Job Description

Title: Telecom Voice Systems Engineer

Location: Bay Area (on-site visits to 9 City and County offices required)

Duration: Contract On 24 months, with one option to extend up to 8 months (through December 2028)

Job Description:

Bottom Line

This role is ideal for a Senior-level Unified Communications Engineer with proven experience leading Avaya-to-VoIP migrations, who thrives in high-visibility, public-sector consulting engagements and can confidently own complex, multi-department implementations.

Project Overview

The City and County of San Francisco is undertaking a large-scale, multi-year telecommunications modernization initiative to transition more than 100 legacy Avaya PBX systems to modern Voice over IP (VoIP) and Unified Communications platforms. These legacy systems are no longer vendor-supported, suffer from frequent outages, and present operational risk due to single points of failure.

This initiative spans multiple City departments and supports a range of modern VoIP solutions, including:

• Microsoft Teams VoIP
• Cisco VoIP
• Webex Soft Phones
• Webex Calling (Cloud)
• Webex Contact Center

The Department of Technology leads solution selection and implementation, ensuring continuity of service, operational resilience, and a seamless transition for City staff and residents. This role plays a critical part in delivering a reliable, secure, and future-ready voice infrastructure across City operations.

Position Summary

The City is seeking one (1) Expert Telecom Voice Systems Engineer to provide project-based technical leadership and hands-on expertise supporting the migration from legacy Avaya PBX systems to modern VoIP platforms.

This is a consulting and implementation role, focused on migration, integration, cutover, validation, and transition activities. It is not an operational or day-to-day support position.

Key Responsibilities

• Provide technical leadership and hands-on support for migrations from Avaya PBX to Microsoft Teams VoIP, Cisco VoIP, Webex Soft Phones, and Webex Calling (Cloud).
• Design, configure, and validate VoIP solutions, including call routing, voicemail, caller ID, endpoint registration, and E911 functionality.
• Support Webex Contact Center deployments and integrations with enterprise platforms such as Salesforce, ServiceNow, Calabrio, and Webex AI Agent.
• Conduct site walkthroughs, inventory voice endpoints, and assist with phone placement and cutover planning.
• Perform VoIP readiness assessments, including network dependencies, endpoint provisioning, and desktop client configuration.
• Provide cutover and post-cutover support, including troubleshooting and issue resolution.
• Develop technical documentation and deliver training to City administrative staff and end users.
• Collaborate closely with City networking, infrastructure, and departmental stakeholders to ensure successful implementations.
• Support change-management activities to minimize service disruption during migrations.
• Stay current on industry best practices and emerging unified communications technologies.

Required Experience

• Hands-on experience supporting Microsoft Teams VoIP and Cisco Unified Communications in production environments.
• Demonstrated experience participating in or leading large-scale VoIP migration projects, including legacy PBX environments.
• Experience supporting or integrating Webex Contact Center solutions in large enterprise or public-sector environments.
• Experience migrating from Avaya Communication Manager to modern VoIP platforms.
• Consulting or implementation experience in complex, multi-stakeholder environments.

Required Qualifications

• 5+ years of experience supporting Microsoft Teams and Cisco Unified Communications environments.
• Strong knowledge of Microsoft Teams administration and troubleshooting.
• Proficiency with Cisco Unified Communications Manager (CUCM) and related technologies.
• Familiarity with Avaya Communication Manager administration and implementation.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently while collaborating effectively with cross-functional teams.

Technical Skill Set

• VoIP & Telephony: SIP, enterprise telephony, voicemail, E911.
• Networking Fundamentals: IP addressing, routing, QoS, and network security.
• Microsoft Teams: Architecture, Direct Routing, and Microsoft 365 integration.
• Cisco Systems: CUCM, Cisco VoIP, collaboration technologies.
• Avaya Systems: Legacy PBX environments and migration support.

Preferred Certifications

Microsoft

• Microsoft Certified: Teams Administrator Associate
• Microsoft Certified: Microsoft 365 Enterprise Administrator Expert

Cisco

• CCNA or CCNP
• Cisco Certified Specialist – Collaboration

AudioCodes

• AudioCodes Certified Professional (ACP) or equivalent (SBCs, media gateways, Teams Direct Routing)

Additional

• CompTIA Network+
• ITIL Foundation

Minimum Qualification Requirements (Mandatory)

• Minimum 3-5 years of experience migrating from Avaya to Microsoft Teams VoIP
• Minimum 3-5 years of experience migrating from Avaya to Cisco VoIP
• Submission of one (1) resume/CV for the proposed resource
• Completed City-provided price proposal documentation

Key Project Tasks (Selected)

Task 1: Webex Contact Center Integrations

• Gather and document departmental requirements.
• Design, implement, and validate integrations with Salesforce, ServiceNow, Calabrio, and Webex AI Agent.
• Train City staff on integrated workflows and systems.

Task 2: City Hall Avaya-to-VoIP Migration

• Support major departments including the Mayor’s Office, Board of Supervisors, City Attorney, Controller, and Emergency Management.
• Perform readiness assessments, phone inventories, floorplan layouts, and cutover planning.
• Execute go-live events and provide post-cutover support.
• Configure Teams clients, hardphones, VLANs, call routing, voicemail, and E911 services.