Telecom Voice Systems Engineer

Title: VoIP Migration Services (Telecom Voice Systems Engineer) 
Duration: 24 months with possible extension/hire
Location: San Francisco, CA 94103 (100% Onsite)
 

Project Summary:
The City has invested in a critical initiative to modernize its telecommunications infrastructure, making significant progress in transitioning from over 100 outdated Avaya Telecom systems to state-of-the-art Voice Over IP (VoIP) technology. The motivation behind this transition is rooted in the fact that the legacy Avaya systems have become increasingly untenable: the technology is no longer supported by the vendor, suffers from frequent malfunctions and outages, and has become technologically obsolete. As a result, the City has taken proactive measures to enhance its telecommunications framework by systematically phasing out obsolete equipment and eliminating single points of failure. These strategic actions are aimed at reducing interruptions to the vital voice services the City provides to its residents. This initiative is being implemented across a multi-department, multi-platform environment, which introduces additional coordination and transition considerations. In this modernization project, the City is offering a diverse array of VoIP services, including Microsoft Teams VoIP, Cisco VoIP, Webex VoIP Soft Phones, and Webex Calling (Cloud). This comprehensive offering empowers different City departments to select the technology that best aligns with their specific operational requirements and fiscal constraints, with the Department of Technology prescribing and recommending the best-fit solution. The project encompasses not only core telephony services but also integral supporting capabilities such as voicemail systems and contact center solutions, including Webex Contact Center, which may vary by department. The City’s approach emphasizes continuity of service during system transitions, as well as end-user readiness through appropriate change management and training, to ensure efficient and seamless business operations. Overall, this initiative represents a holistic effort to modernize the City’s telecommunications infrastructure while improving flexibility, resilience, and operational efficiency.

The summary below contains the major project requirements. Additional requirements may be added if identified during the course of the project:
• The Proposer will provide professional services to support the City’s transition from legacy Avaya telecommunications systems to City-standard Voice Over IP (VoIP) platforms, including Microsoft Teams VoIP, Cisco VoIP, Webex VoIP Soft Phones, and Webex Calling (Cloud).
• The Proposer will provide professional services in a multi-department, multi-platform environment, supporting coordination across diverse operational and technical requirements.
• The Proposer will support the Department of Technology in assessing departmental needs and prescribing the best-fit VoIP solution in alignment with City standards and fiscal considerations.
• The Proposer will provide professional services to support core telephony capabilities, including call routing, voicemail, and related voice services.
• The Proposer will provide professional services to support contact center solutions, including Webex Contact Center, where required by individual City departments.
• The Proposer will support the City in minimizing service disruption and maintaining continuity of voice services during system transitions and migrations.
• The Proposer will provide professional services to support end-user transition activities, including knowledge transfer, training, and change management, as appropriate.
• The Proposer will support the City in implementing resilient and reliable VoIP solutions that reduce single points of failure and improve overall system stability.
 

Deliverables:
• Meet with end customers and department heads to assess and document business requirements.
• Validate VoIP readiness in coordination with the City’s networking team. (this includes configuring sizing and selecting subnets for VoIP use)
• Conduct walkthroughs to inventory phones and associated locations.
• Prepare floorplan layouts reflecting current phone locations.
• Organize and manage a go-live cutover event.
• Support the City in identifying phone requirements and coordinating procurement. The City will be responsible for ordering hardware.
• Configure and validate desktop requirements for Teams clients.
• Configure features and functionality to address unique customer business needs.
• Configure hard phones to obtain appropriate DHCP IP addressing from Voice VLAN.
• Configure phones to register to appropriate VoIP Service.
• Configure and validate inbound call routing, voicemail forwarding, caller ID functionality, message waiting indicators and E911 alerting.
• Provide cutover support and post-cutover troubleshooting support for one week following go-live or until all related issues are resolved, whichever occurs first.
• Major cutovers will require resource to be onsite for cutover and post-cutover support.
 

Position Description:
The purpose of this RFP is to identify one (1) Telecom Voice Systems Engineer who will provide technical expertise and project-based support for the City’s migration from legacy Avaya voice systems to one or more City-standard Voice Over IP (VoIP) platforms, including Microsoft Teams VoIP, Cisco VoIP, Webex Soft Phones, and Webex Calling 
(Cloud). The proposed resource must be available to perform work onsite within the City as required.

Telecom Voice Systems Engineer (Job Description)
• Provide project-based technical expertise to support migration from legacy Avaya PBX systems 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, and endpoint registration, in coordination with City networking and infrastructure teams.
• Support Webex Contact Center integrations with enterprise platforms such as Salesforce, ServiceNow, Calabrio, and Webex AI Agent.
• Perform site walkthroughs, inventory voice endpoints, and assist with phone placement and cutover planning.
• Support VoIP readiness validation, including network dependencies, desktop client configuration, and endpoint provisioning.
• Provide cutover and post-cutover support during system migrations, including troubleshooting and issue resolution.
• Develop technical documentation and provide training to City administrative and end-user staff as required.
• Collaborate with the Department of Technology to assess departmental requirements and support the selection of best-fit VoIP solutions.
 

Key Responsibilities include but are not limited to:
• Provide project-based technical support for Microsoft Teams, Cisco Unified Communications, and Webex Calling environments, including troubleshooting and issue resolution during migration and integration activities.
• Support the configuration and administration of Microsoft Teams and Cisco Unified Communications environments in a project context.
• Assist with the deployment, configuration, and validation of new features and updates related to VoIP and unified communications platforms.
• Collaborate with IT staff and City departments to support integration and interoperability between communication systems and enterprise platforms.
• Support Webex Contact Center environments and related integrations, as applicable, including platforms such as Salesforce, ServiceNow, Calabrio, and Webex AI Agent.
• Conduct training sessions and develop documentation to help City administrative and end-user staff effectively utilize VoIP and unified communications solutions.
• Monitor system performance during migration and transition activities and recommend improvements to enhance reliability and efficiency.
• Support change management activities to minimize disruption during system migrations.
• Stay current with industry developments and best practices in unified communications and VoIP technologies.
 

Required Experience:
• Hands-On Experience: Expert-level experience with Cisco telephony systems and Microsoft Teams, including participation in migration projects, management of VoIP solutions, and work in production environments.
• Consulting or Implementation Experience: Experience providing consulting or implementation services for telephony solutions and supporting large-scale voice system migrations.
• Experience architecting, supporting, integrating, and migrating Webex Contact Center solutions in public-sector or large enterprise environments, including 
coordination across multiple departments and stakeholders.
• Experience combining technical skills, education, and certifications to effectively support migrations from legacy PBX systems, including Avaya, to modern VoIP 
platforms.
 

Required Qualifications:
• Ten (10) or more 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 communication and interpersonal skills.
• Ability to consult with city leadership – both elected and appointed – and other key stakeholders to determine and implement the City’s strategic technology direction.
• Ability to work independently and collaboratively as part of a team.
• Strong analytical and problem-solving abilities.
• Bachelors or Masters Degree in IT or closely related field. Masters degree preferred Skill Set: 
• VoIP and Telephony: Understanding of Voice over IP (VoIP) technologies, SIP (Session Initiation Protocol), and enterprise telephony systems.
• Networking: Knowledge of networking fundamentals, including IP addressing, routing, quality of service (QoS), and network security.
• Microsoft Teams: Familiarity with Microsoft Teams architecture and its integration with Microsoft 365 services - including PowerShell commands.
• Cisco Systems: Experience with Cisco Unified Communications Manager (CUCM), Cisco Call Manager, UCCE, UCCX, CER, IM&P, Cisco Unity Connection, CUBE, Cisco ISR, • • • • • Webex LGW, Webex Calling, Webex Attendant Console, CIMC, VMWare, RedSky.
• Avaya Systems: Familiarity with or experience supporting Avaya Communication Manager environments.
 

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

Cisco Certifications:
• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP)
• Cisco Certified Specialist – Collaboration
 

AudioCodes Certifications:
• AudioCodes Certified Professional (ACP) or equivalent certification demonstrating expertise with AudioCodes Session Border Controllers (SBCs), media gateways, and 
integration with Microsoft Teams Direct Routing.
 

Additional Certifications:
• CompTIA Network+
• ITIL Foundation
 

Evidence the Proposer’s resources each has the following years of experience performing the following migration services: 
• 5 years experience migrating from Avaya to Microsoft Teams VoIP.
• 10 years experience migrating from Avaya to Cisco VoIP.

T a r i k . k h a n n a @ i n f o j i n i c o n s u l t i n g . c o m

Best Regards,
Tarik Khanna
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