Salary Range: $79,966 - $95,959
This is an exempt position. Pay rates are based on education, skill, experience level and internal equity.
Follow Your Calling, Find Your Career
The success of Mecklenburg County rests on strong, competent talent at all levels of the organization. We are a growing team of talented and passionate IT professionals who are dedicated to delivering creative tools and innovative solutions to engage and serve more than 1 million County residents as well as 6,000 employees. Our mission is to serve the residents of Mecklenburg County by providing business-valued IT solutions and services that are flexible, engaging, and innovative.
POSITION SUMMARY
The Telecom and Contact Center Specialist is responsible for designing, implementing, maintaining, and troubleshooting voice communication systems across the organization. This role ensures high availability, quality, and reliability of all telephony infrastructure including VoIP, SIP trunks, cloud systems, call recording, and collaboration platforms. The ideal candidate has experience with enterprise voice solutions, call center software, strong problem-solving skills, and the ability to work cross-functionally with teams.
ESSENTIAL FUNCTIONS
- Design, deploy, and manage voice infrastructure including VoIP systems (e.g., Cisco CUCM, Avaya, Microsoft Teams Voice, Zoom Phone).
- Configure and manage session border controllers (SBCs), gateways, SIP trunks, and QoS policies.
- Monitor and troubleshoot call quality issues, dropped calls, jitter, latency, and packet loss.
- Maintain and administer Cloud systems, voicemail, auto-attendants, and call routing rules.
- Coordinate with service providers for number provisioning, porting, and issue resolution.
- Develop and maintain detailed documentation including call flow diagrams, configurations, and SOPs.
- Ensure compliance with E911 regulations, call recording requirements, and data retention policies.
- Provide tier 2/3 support for voice-related incidents and service requests.
- Manage technology projects, working with multiple teams, peers, and senior leadership and lead technical teams to execute on project goals
- Design technical solutions to meet specific application requirements
- Provide system analysis, expertise, and operational support for all County VoIP and analog networks including hardware, operating systems, cabling and peripherals that support County systems
- Provide advanced consulting for customer departments regarding telecommunication needs, equipment provisioning, telecommunication project management, implementation and training
- Provide design, implementation and operational support for all County data centers and IT equipment rooms including component power, racking, cabling management, and security
- On-call after hours and weekend support is required
- Effectively communicate and engage with clients and team members including face-to-face, video, and phone to ensure clear understanding and fostering strong relationships
MINIMUM QUALIFICATIONS
Experience: Minimum of two years of technical systems experience
Education: Bachelor's Degree in Computer Science, Information Systems, or related field
Combination of relevant education and relevant experience accepted: Yes
Licenses and Certifications
- Requires a valid North Carolina or South Carolina Driver's License
- Requires County Driving Privileges
PREFERRED QUALIFICATIONS
- 3+ years of experience supporting voice technologies in enterprise or carrier environments.
- In-depth knowledge of SIP, RTP, QoS, and VoIP protocols.
- Experience with Cisco, Avaya, or Microsoft voice platforms
- Certifications such as CCNP Collaboration, ACIS/ACIP, Microsoft Teams Voice Engineer Associate, or equivalent.
- Experience with call center platforms (e.g., Genesys, Five9, NICE inContact).
- Knowledge of network monitoring and voice quality tools (e.g., Wireshark, SolarWinds, ThousandEyes).
- Scripting or automation experience (Python, PowerShell) a plus.
- Familiarity with SBCs (e.g., AudioCodes, Ribbon, Oracle), and cloud voice platforms.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of
- Broad-based information technology and trends
- Training techniques and skills to deliver effective training
- Understanding of a wide variety of Information Technology concepts and discipline areas
- Integration between multiple computing platforms
- Project management
Skills
- Project management
- Define, track, and assure responsiveness to clients' information technology problems
- Prepare status reports
- Effectively coordinate, perform and complete multiple duties and assignments concurrently and in a timely manner
- Categorize time spent, requests for service and assets according to provided definitions
Abilities
- Contributing to Team Success: Actively participates as a member of a team to move the team toward the completion of goals
- Building Partnerships: Identifies opportunities and takes action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals
- Communication: Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
- Collaboration: Works effectively and cooperatively with others; establishes and maintains good working relationships
- Customer Focus: Ensures that the customer perspective is a driving force behind business decisions and activities; crafts and implements service practices that meet customers’ and own organization’s needs
- Decision Making: Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; takes action that is consistent with available facts, constraints, and probable consequences
- Driving for Results: Sets high goals for personal and group accomplishment; uses measurement methods to monitor progress toward goals; tenaciously works to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement
- Planning and Organizing: Establishes courses of action for self and others to ensure that work is completed efficiently
- Managing Conflict: Deals effectively with others in an adversarial situation; uses appropriate interpersonal styles and methods to reduce tension or conflict between two or more people
COMPUTER SKILLS
Advanced proficiency in various computer applications
PHYSICAL DEMANDS FREQUENCY
Must be able to remain in a stationary position 50% of the time. Occasionally (up to 10 hrs/week)
The person in this position needs to move about from point X to point Y. Occasionally (up to 10 hrs/week)
Operates a computer or other office equipment. Constantly (26 or more hrs/week)
The person in this role is required to position themselves to maintain equipment
such as computers, servers, machinery, etc. Constantly (26 or more hrs/week)
Ascends/Descends a ladder to perform duties or operate equipment. Not Applicable
The person in this role frequently communicates and must be able to
exchange and convey information. Constantly (26 or more hrs/week)
Must be able to review information on paper or computer. Constantly (26 or more hrs/week)
Must be able to discern information from long distances. Not Applicable
Must be able to detect or distinguish flavor or smells. Not Applicable
Demand Weight Frequency
Must be able to carry/move equipment 10 lbs or less Occasionally
Must be able to carry/move equipment 11-20 lbs Occasionally
Must be able to carry/move equipment 21-50 lbs Occasionally
Must be able to carry/move equipment 51-100 lbs Occasionally
Must be able to carry/move equipment Over 100 lbs Occasionally
REASONABLE ACCOMMODATIONS STATEMENT
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
DISCLAIMER STATEMENT
This is not intended to be an all-inclusive list of job-related responsibilities, duties, skills, requirements or working conditions. Other duties may be assigned based on business need and the supervisor’s request. Mecklenburg County reserves the right to revise the job description at any time. Designated positions may be required to assist in emergency and/or disaster situations.
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