VoIP Engineer (Programmer Analyst III)

This position supports and modernizes the county's enterprise communications environment. This position is responsible for the engineering, integration, operational support, and strategic advancement of Unified Communications (UC) and Contact Center technologies across a large, geographically distributed organization.

The successful candidate will provide advanced technical expertise in enterprise telephony, AI-enabled contact center solutions, unified messaging, and collaboration platforms, with a strong focus on Cisco IP Telephony, Cisco Contact Center technologies, Algo intelligent endpoints, SIP-based services, and Microsoft Teams integrations.

Key Responsibilities:

• Design, deploy, and maintain enterprise Unified Communications and Contact Center solutions to ensure resiliency, security, scalability, and integration with County network, infrastructure, and application ecosystems.
• Lead countywide voice modernization initiatives and support strategic planning, lifecycle management, pilot programs, and technology evaluations.
• Implement advanced capabilities such as AI-enabled analytics, automated call routing, speech recognition, and contact center optimization.
• Collaborate with internal teams including Network, Platform & Infrastructure Technologies, Enterprise Applications, Security, Wireless/Mobility, IT Service Desk, and Public Safety Communications.
• Provide Tier III/IV troubleshooting and incident resolution for complex UC issues.
• Support day-to-day UC operations across hundreds of locations and participate in emergency response activities.
• Rotate in an after-hours on-call schedule to support mission-critical services.
• Develop standards, procedures, and documentation for UC systems and integrations.
• Communicate technical concepts effectively to leadership, collaborate with vendors, and present recommendations aligning technology investments with business outcomes.

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Graduation from an accredited four-year college or university with a degree in information systems, computer technology, business, economics, or related field, plus three years programming/analysis experience in a complex information systems environment.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Hands-on experience with Cisco Unified Communications and Cisco Contact Center platforms, including AI-enabled call routing, analytics, and reporting capabilities.
• Experience integrating Algo paging and emergency notification devices, Microsoft Teams telephony, and UCaaS or hybrid cloud communications models.
• Proven ability to work closely with network, infrastructure, security, and application teams to deliver integrated solutions.
• Familiarity with IT Service Management (ITSM) platforms, such as ServiceNow or ESMP.
• Experience supporting public safety or emergency communications environments.
• Relevant industry certifications in Unified Communications or related technologies.
• Demonstrated experience in evaluating emerging technologies and leading modernization initiatives.