Telecommunications / Unified Communications Specialist (Senior)

About the role

Computer World Services, Corp. (CWS) seeks a Telecommunications / Unified Communications Specialist to provide senior-level engineering and operational support for telecommunications services across the USMEPCOM ENLIST program, including enterprise call management, VoIP, SIP, handsets, voicemail, voice applications, mobile devices, carrier services, and telecommunications cutovers.

The specialist configures and registers devices, troubleshoots outages, coordinates restoration, and supports changes at USMEPCOM Headquarters, MEPS, Remote Processing Substations, and COOP facilities, working with Government representatives, network and systems teams, the Service Desk, carriers, DISA, and vendors. The specialist also supports Government mobile-device enrollment and registration after completing required PKI, mobile-device, and DISA training and authorization.

Key Tasks & Responsibilities

• Administer, maintain, patch, upgrade, and troubleshoot approved call-management platforms and voice applications, including voicemail, softphones, call recording, and Jabber or Microsoft Teams voice.
• Configure, install, register, relocate, and replace VoIP handsets; manage users, extensions, device profiles, dial plans, call routing, hunt groups, and call queues.
• Troubleshoot voice-quality, call-routing, registration, signaling, voicemail, SIP trunk, gateway, and carrier issues.
• Plan and support telecommunications cutovers for facility moves, refreshes, and carrier changes, including cutover plans, validation steps, rollback procedures, and post-cutover testing of calling and emergency-calling functions.
• Support landline, VoIP, fax, speaker, SIP trunk, mobile-device, and hotspot services, and open, escalate, and track carrier and vendor tickets through restoration.
• Respond to telecommunications outages, isolate fault domains, implement approved rerouting or workarounds, confirm restoration, and provide information to the Service Desk and Outage Response Team.
• Support incident reports and root-cause analyses with logs, configurations, carrier information, and timelines.
• Perform or coordinate telecommunications cabling from the demarcation point to devices, and maintain telecom-room, rack, gateway, and handset documentation.
• Support COOP-site telecommunications, including 24/7/365 response during exercises, activations, and outages.
• Configure, issue, reset, and recover Government mobile devices; register devices through authorized Government and DISA processes; and support PKI-enabled device functionality while maintaining authorization boundaries.
• Track device assignment and registration status, report usage when authorized, and coordinate activation, suspension, and termination with carriers.
• Maintain inventories, call-flow diagrams, circuit records, configuration baselines, SOPs, and training materials, and deliver training and knowledge transfer to technicians and users.

Education & Experience

Required

• Bachelor's degree in Information Technology, Information Systems, or a related field, or equivalent professional experience where permitted by the labor category.
• Minimum of eight (8) years of relevant experience in telecommunications engineering, unified communications, VoIP, voice infrastructure, mobile-device services, or a related discipline.
• Experience supporting enterprise call management, SIP, handsets, voicemail, mobile devices, carriers, and service restoration, including outage diagnosis and cutovers.
• Ability to work on site in North Chicago, IL, and support after-hours maintenance, on-call response, COOP activities, and outage restoration.
• Strong written, verbal, customer-service, coordination, and technical problem-solving skills.

Preferred

• Experience supporting federal or DoD telecommunications environments, including COOP telecommunications and continuity exercises.
• Experience administering Cisco Unified Communications Manager, Unity Connection, CUBE, or comparable voice platforms.
• Experience with SIP, RTP, SRTP, SCCP, H.323, MGCP, session-border controllers, and emergency-calling services.
• Experience with Microsoft Teams Phone, Cisco Jabber, Webex Calling, or comparable platforms.
• Experience with Government mobile-device enrollment, PKI, CAC, derived credentials, or DISA registration, and with ServiceNow.

Certifications

• Required: Ability to complete and maintain Government-required mobile-device enrollment, PKI, and applicable DISA training and authorization before performing controlled enrollment or registration functions.
• Preferred: CCNA, CCNP Collaboration, CompTIA Network+ or Security+, Microsoft 365 Certified: Teams Administrator Associate, BICSI or other telecommunications certification, ITIL 4 Foundation.

Security Clearance

• Active Secret clearance or higher is required.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

Work Environment / Travel

• On-site in North Chicago, IL (no telework).
• After-hours work, on-call support, planned maintenance, emergency restoration, and travel to remote locations may be required.

Administrative Notes: Period of Performance: March 1, 2027 - February 28, 2033

Contract Start Date: March 1, 2027

Note: By applying to this position, the candidate acknowledges and consents to having their resume included in an active competitive Government contract bid.