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Unified Communications – Telecom Technician (Telecom)

Location: Fort Worth, TX
Date Posted: 10-25-2018
This position will help the station level day to day MACD and Break/Fix efforts in station level maintenance of American’s Cloud Based Cisco UCCaaS enterprise voice and Unified Communications solution. This position will also perform small user endpoint projects, resolve telephony endpoint issues, and provide “feet on the street” assistance to American’s UCCaaS vendor in troubleshooting the enterprise voice infrastructure. The position will interact with various internal AA teams and external vendors. Requires interaction with upper-level IT management, leads, engineers, and architects to ensure operations processes are efficient, sustainable, repeatable, and predictable.


• Support Unified Communications operations for the enterprise’s voice and telephony needs at campus locations, airports, sales offices, and reservations worldwide.
• Remain current on emerging Unified Communications technologies, products, services, protocols, and standards that are directly in line with the UC vision, business needs, and requirements.
• Assist in supporting American’s telecommunications infrastructure and its associated software, including analog voice gateways, SRST routers, dial plans, call management systems, and voice mail.
• Perform MACD and break-fix through the American Airlines CUCDM tool.
• Gather phone feature requirements from the end users, ex Hunt Groups, Shared Lines, Boss/Secretary…for single and small group MACD activities.
• Manage and create tickets in the American Airlines ticketing system (Cherwell)
• Access the Verizon VEC tool used for opening tickets, MACs that can not be performed in CUCDM., Intercom, auto attendant, remote destination profile., etc.
• Learn the American Airlines management tools, such as Infoblox for DHCP option 150 verifications, Steel Central Net Collector, for validating LAN/WAN infrastructure.
• Follow and provide input to American’s Unified Communications Operations Policies, procedures, and practices to help optimize operational support


• B.S. Computer Science, Telecom, Engineering, or related discipline
• Technical knowledge of VoIP/IP telephony systems, PBXs, voice mail, ACD’s, interactive voice services, call management systems, and telecommunications accounting systems
• 3 – 5 years of Telcom experience
• 3 - 5+ years of Cisco CUCM experience
• Basic Understanding of Cloud Architecture
• Hands on knowledge of (ISDN), TCP/IP
• Session Border Controller (SONUS, Acme Packet, Cisco, etc.)
• Technical knowledge of PSTN, VoIP, T1/PRI, MPLS, Frame Relay, ATM, ISDN and systems interconnectivity
• Working knowledge of legacy phone systems
• Understanding of VoIP QoS issues and mitigation strategies (G711, G729, etc)
• DNS/ENUM and Dialing Plan
• Experience supporting Unified Communications collaboration tools using integrated voice, video, and data architectures
• Experience with VoIP networking and technical proficiency in LAN/WAN
• Possibly separate into must have and nice to have
• Experience in working in ticket management systems such as Cherwell and VEC Portal
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