Job Description GENERAL DESCRIPTION: Under the direction of the Network Operations Manager, this position performs advanced (seniorlevel) telecommunications, engineering and support work for the agency's Cisco unified communications systems, including CUCM, Unity, and UCCX. The role provides primary technical responsibility for the Austin Headquarters UC and contact center environments while supporting enterprisewide VoIP services. Work includes system configuration, advanced troubleshooting, call flow and IVR development, system integrations, and performance optimization. The position also assists with troubleshooting Cisco network devices that support voice and data services. This role requires strong problemsolving skills, independent decisionmaking, and collaboration with IT teams, vendors, and end users. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment. Performs additional duties as assigned. Complies with all Agency, Division and Branch rules, regulations, and procedures.
MINIMUM QUALIFICATIONS: Education: Twoyear associate degree or equivalent credit hours in a technical field of study or technical/vocational certification in network administration, design, or information systems.
Experience: Four years with direct experience managing or administering Cisco enterprise networking, Cisco CM, Unity, and CCX environments.
Licensure: Must possess a valid 'C' class Texas driver's license.
ACCEPTABLE SUBSTITUTIONS: Education: Three or more years of relevant contiguous network experience may substitute for technical certification or sixty semester hours of education.
Three or more years of extensive experience in network security, gained through internships, entrylevel positions, or projectrelated tasks can substitute for one year of the associate degree/equivalent credit hours (30 hours max).
PREFERRED QUALIFICATIONS: Education: Fouryear Bachelor of Science degree from an accredited college or university in a technical or technologyrelated field.
Experience: Eight years with direct experience managing or administering Cisco CM, Unity and CCX environments.
Licensure: Cisco CCNA certification or equivalent.
KNOWLEDGE, SKILLS, AND ABILITIES: Knowledge of networking standards, including TCP/IP, DNS, DHCP, SNMP, and BGP.
Knowledge of Cisco networking infrastructure technologies, including QoS, MPLS, and network segmentation.
Knowledge of VoIP protocols such as SIP, H.323, MGCP, and RTP.
Knowledge of VLAN segmentation, access control lists (ACLs), and L2/L3 switching architecture and uses.
Knowledge of highavailability and disaster recovery configurations for network and voice systems.
Knowledge of Cisco Unified Contact Center Express (UCCX) operations.
Knowledge of SIP trunking, voice gateways, CUBE and session border controllers.
Knowledge of Java and XML for scripting.
Knowledge of IVR and CTI.
Knowledge of simple autoattendant scripting methods.
Skill in managing SIP trunks, voice gateways, Session Border Controller, CUBE, and MGCP configurations to support VoIP connectivity.
Skill in evaluating current and future network needs, providing recommendations for expansion or upgrades.
Skill in configuring and optimize call routing, hunt groups, and callforwarding rules to ensure efficient internal and external communications.
Skill in administering voicemail systems, ensuring seamless integration with CUCM and user requirements.
Skill using the Cisco Finesse application.
Skill using Cisco WebEx for Contact Center.
Skill using and configuring Cisco Jabber.
Skill in using logic and reasoning to identify the strengths and weaknesses of solutions, conclusions and approaches to problems.
Skill in the use of Cisco Unified CCX Script Editor.
Skill in debugging and optimizing call flows for efficiency.
Ability to diagnose and resolve issues related to call quality, dropped calls, and connectivity disruptions.
Ability to add, remove, and modify phone extensions, profiles, and voicemail settings as needed.
Ability to collaborate with service providers, vendors, and internal teams to resolve network and telephony issues effectively.
Ability to maintain updated network topology diagrams, configuration records, and troubleshooting guides.
Ability to provide training/support to IT personnel and endusers on network and voice system best practices.
Ability to implement and maintain security best practices, including VPNs, access control, and firewall rules.
Ability to participate in oncall rotation and respond to critical network/voice incidents.
Ability to communicate and collaborate with IT teams, vendors, and nontechnical stakeholders.
Ability to work independently while managing multiple priorities in a fastpaced environment.
Ability to use strong problemsolving skills.
Ability to diagnose complex network and VoIP issues.
Ability to communicate and show strong interpersonal skills.
Ability to collaborate effectively with crossfunctional teams.
Ability to think creatively when it applies to delivering engineering or design solutions.
Ability to work in a multiVLAN environment.
WORKING CONDITIONS: Work location is at TPWD Austin Headquarters, from 8:00 am to 5:00 pm, Monday through Friday; alternative work schedules may be available.
Required to work overtime as necessary.
Required to pass a national fingerprintbased background check to maintain employment.
Applicants must be legally authorized to work in the United States and maintain that authorization throughout employment.
Required to respond to emergencies and oncall situations.
May be required to travel outoftown 5% with possible overnight stays with advanced notice.
May be required to operate a State vehicle.
Nonsmoking environment in State buildings and vehicles.
Must conform to TPWD dress and grooming standards, work rules, and safety procedures.
PLEASE NOTE: All applications must include complete job history information for each period of employment, provided either in the WORK HISTORY SECTION or in the attached RÉSUMÉ. Please ensure each entry includes: - Job title,
- Employer name,
- Dates of employment (month/year),
- If employment is less than fulltime status, indicate parttime in the work history section or résumé, and
- Description of duties performed.
NOTE: Volunteer experience may be counted toward required experience.
IMPORTANT: - College Transcripts: If education is used to meet the minimum qualifications, a copy of the college transcript(s) issued by the registrar must be provided at the time of interview (unless otherwise noted in the posting).
- `N/A' may be entered in fields that are not applicable.
- Omission of required information may result in disqualification.
Work In Texas (WIT) Applicants: - WIT applicants must complete the supplemental questions in the CAPPS Candidate Gateway to be considered.
- Human Resources will contact Work In Texas applicants via email with further instructions.
- To complete these questions, log in to CAPPS Candidate Gateway .
- If you need assistance creating a résumé, please refer to the `Create a Résumé' link for Job Seekers on the Work In Texas website .
If the required information and attachments are not submitted as noted above, your application will be considered incomplete. EXCELLENT BENEFITS: Texas Parks and Wildlife offers a variety of benefits for employees such as generous paid time off, group insurance, retirement and pension, and frequent training and staff development opportunities. Other benefits include longevity pay, merit pay, deferred compensation, flexible benefit plans, 401K/457 retirement plans, direct deposit, staggered work hours, Employee Assistance Program and a ReturntoWork Program. For new employees or rehires, health insurance is available on the 1st of the following month after a 60day waiting period.
Click HERE to view our Benefits page. MILITARY EMPLOYMENT PREFERENCE: If you choose to claim military employment preference as outlined by the State of Texas, you must attach the
required documentation referenced below at the time your application is submitted . If you have questions regarding this requirement, please visit our Military Employment Reference page at https://tpwd.texas.gov/jobs/veterans/ .
Required forms that will need to be attached with application for Military Employment Preference: Veteran DD214 showing honorable discharge or Statement of Service (only for transitioning service members who have not reached their date of separation).
Surviving spouse of a veteran who has not remarried Marriage Certificate and DD Form 1300 or appropriate documentation.
Orphan of a veteran killed while on active duty Birth Certificate and DD Form 1300 or appropriate documentation.
Spouse of a member of the US Armed Forces/Texas National Guard serving on Active Duty Marriage Certificate and copy of spouses activeduty military orders.
Spouse of a veteran with disability and is the primary income for household Marriage Certificate, Veterans DD214, and VA Benefits Summary Letter showing disability rating.
Documentation must be attached to the application before military preference can be granted. More information on military occupational specialty codes can be found below:
https://www.onetonline.org/crosswalk/MOC/
https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MilitaryCrosswalkGuide.pdf
