Lawrence Livermore National Laboratory

Voice Services Administrator

Location:  Livermore, CA
Category:  Technicians/IT
Organization:  Computation
Posting Requirement:  External w/ US Citizenship
Job ID: 104427
Job Code: Computer Associate (320.1)
Date Posted: October 30 2018

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Science and Technology on a Mission!

For more than 60 years, the Lawrence Livermore National Laboratory (LLNL) has applied science and technology to make the world a safer place.

We have an opening for a Voice Services Administrator to support production voice services providing advanced production services support for the LivConnected voice services which includes Cisco Unified Communications Call Manager (CUCM), Cisco Automatic Call Distribution (ACD), Cisco Jabber on all enterprise desktops and mobile devices, Cisco IP phones, Cisco Unity voicemail system, Cisco Telepresence and Cisco WebEx video telecommunications.  This position is in the Enterprise Collaboration Services (ECS) Group within the IT Solutions Division (ITSD) in Computation

Essential Duties
- Provide advanced operational support for existing and future production Voice over IP (VoIP) and video services such as Cisco Unified Call Manager (CUCM), Cisco Unity voicemail, Cisco Unified Contact Center Express (UCCX), IP phones, Cisco Telepresence, softphone clients (e.g. Jabber) on PC/Mac/iOS/Android platforms, Cisco WebEx and other IP-telephony and video products as required.
- Develop and document business processes and technical requirements in support of the voice services offerings under minimal supervision.
- Document test procedures and perform advanced QA testing of hardware and software in non-production environment to include the above mentioned Cisco technologies.
- Develop and/or integrate tools in support of production voice and video services.
- Exercise independent judgement to troubleshoot and solve complex technical problems escalated from the central help desk (Tier 1) or reported by monitoring systems.
- Adhere to Information Technology Infrastructure Library (ITIL) processes and procedures for Change, Release and Problem Management.
- Understand and follow appropriate security policies and procedures.
- Participate in broad, independent interactions with all levels of personnel within the Laboratory, including working with vendors as necessary to remediate incidents.
- Perform other duties as assigned.

- Bachelor’s degree in a computer or engineering related field or equivalent combination of technical training and experience.
- Advanced technical experience implementing enterprise services and providing technical support in an enterprise computing environment.
- Extensive experience providing operational and technical support and testing expertise of VoIP and video technologies including current & relevant Cisco Systems Unified Communication suite of products and related systems.
- Extensive experience troubleshooting highly technical issues in desktop, voice and networking services.
- Ability to effectively communicate technical information, document work and prepare/present technical information to others.
- Extensive experience in writing detailed and complex technical documentation, such as operating procedures, run-books and support procedures.
- Advanced ability to advise and recommend technical approaches and solutions.
- Demonstrated ability to work independently with a high degree of maturity, discretion, and judgment.

Pre-Employment Drug Test:  External applicant(s) selected for this position will be required to pass a post-offer, pre-employment drug test.  This includes testing for use of marijuana as Federal Law applies to us as a Federal Contractor.

Security Clearance:  This position requires a Department of Energy (DOE) Q-level clearance.

If you are selected, we will initiate a Federal background investigation to determine if you meet eligibility requirements for access to classified information or matter. In addition, all L or Q cleared employees are subject to random drug testing.  Q-level clearance requires U.S. citizenship.  If you hold multiple citizenships (U.S. and another country), you may be required to renounce your non-U.S. citizenship before a DOE L or Q clearance will be processed/granted.

Note:   This is a Career Indefinite position. Lab employees and external candidates may be considered for this position.

About Us

Lawrence Livermore National Laboratory (LLNL), located in the San Francisco Bay Area (East Bay), is a premier applied science laboratory that is part of the National Nuclear Security Administration (NNSA) within the Department of Energy (DOE).  LLNL's mission is strengthening national security by developing and applying cutting-edge science, technology, and engineering that respond with vision, quality, integrity, and technical excellence to scientific issues of national importance.  The Laboratory has a current annual budget of about $1.8 billion, employing approximately 6,500 employees.


LLNL is an affirmative action/ equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, national origin, ancestry, sex, sexual orientation, gender identity, disability, medical condition, protected veteran status, age, citizenship, or any other characteristic protected by law.

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