City of Plano Job - 40821278 | CareerArc
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Company: City of Plano
Location: Plano, TX
Career Level: Mid-Senior Level
Industries: Government, Nonprofit, Education


At the City of Plano, our values make us who we are and guide us as we SERVE our city.  As members of Team Plano, our organizational Values (what is most important to us) make up the acronym, SERVE (Stewardship Engaged Respectful Visionary Excellence). 

Summary of Duties:  Works with business partners within multiple business processes to align technology solutions with business strategies. Supports highly complex Technology Services processes, requiring design or integration of technical solutions that may cross multiple functions of the organization. Serves as technical escalation point.


Management reserves the rights to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

  • Establishes and maintains liaison relationship with business partners and Technology Services in order to provide effective technical solutions; seeks opportunities to improve and deepen relationship between Technology Services and business partners.
  • Collaborates with cross-functional groups and other engineering and architecture groups to ensure best practices, standards, and guidelines are followed.
  • Provides recommendations for business process redesign and documentation as needed for new technology.
  • Develops user test cases and system integration testing and validates test results during testing; reviews test plans; monitors testing process to ensure that business results are adequately tested with minimal risk; executes test cases; ensures test strategies involve appropriate integration and process components.
  • Investigates, resolves, and escalates problems and develops recommendations for resolution; identifies need for technical assistance to help in problem resolution; works with technical assistance to resolve problems; informs clients of problems, issues, and resolutions.
  • May manage client expectations; ensures IT solutions meet client needs.
  • Meets regularly with team to gather work statuses; discusses work progress and obstacles; provides advice, guidance, encouragement, and constructive feedback; ensures work, information, ideas, and technology flow freely across teams.
  • Establishes measurable individual and team objectives that are aligned with business goals; documents and presents performance assessments; recognizes and rewards associates commensurate with performance.
  • Provides assistance in determining the need for a change request; may identify and remove obstacles to change; coaches and transfers knowledge to all team members.
  • Conducts research on hardware and software products to justify recommendations and to support purchasing efforts.
  • Provides strategic planning, innovative solutions, and technical knowledge in order to design, implement, and support Unified Communications enterprise and related technologies.
  • May design, implementation, and optimize voice, contact center, messaging, and collaboration infrastructure and solutions
  • Evaluates, installs, configures new voice technology, and integrates planning activities
  • Validates architecture and design provides reliability and redundancy for all services to include voice, video, contact center, and UC applications.
  • Performs requirements analysis and may develop hardware and software solutions to provide Unified Communications platforms that support business requirements.
  • Created system models, specifications, diagrams, and charts to provide direction to team.
  • Fields incoming issue/problem tickets from end-users and service providers to resolve hardware and software issues regarding telecommunications infrastructure systems.
  • Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Maintains and enhances performance of all new and existing telecommunications systems across the organization.
  • Tests fixes and perform post-resolution follow-ups to ensure problems have been adequately been resolved.
  • Identifies and learns appropriate telecommunications systems used and supported by the organization.
  • Participates in the design, development, and delivery of telecommunications systems training programs and individual classes.
  • Posts knowledge bases and frequently asked question (FAQ) resources on City intranet to assist in problem resolution and customer at-will referencing.
  • Performs preventive maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc.
  • Regular and consistent attendance for the assigned work schedule is essential.

Marginal Duties:

  • Performs other duties as assigned.

Typical Decisions: The incumbent must decide work priorities and use independent judgment to determine the need for additional or removal for telecommunication related services and repair.

Minimum Qualifications:

Knowledge of: Voice over Ethernet (VoIP), Skype for Business, Sonus Gateways, Telecommunication Network Design and Architecture, Local and Wide Area Networking and familiarity with Emergency 911 call and PSAPs.

Skill in: Communicating effectively both verbally and in writing;

Education: Bachelor's Degree from an accredited college or university in computer science or related field.

Experience: Eight (8) years of increased responsibility as a Telecommunications Engineer or related technical field. Bachelor's Degree can be can be substituted for up to four (4) years of experience

Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements

Licenses and Certifications:

Telephony specific certifications:

  • ACIS (Avaya Certified Implementation Specialist),
  • dCAP (Digium Certified Asterisk Professional),
  • CTP (Convergence Technology Professional), or
  • other comparable certifications

Conditions of Employment:   Must pass a drug test,  criminal history background check, periodic CJIS background check (for positions requiring access into Police buildings) and social security number verification check.

Physical Demands and Working Conditions: This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 25 pounds.

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.


Equal Opportunity Employer - EOE/M/F/V/D


Open positions are subject to close without notice.

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