Telecom Support and Migration Lead - Department of Technology (1054)

Are you ready to make an impact in one of the most innovative cities? The Department of Technology (DT) is looking for passionate IT professionals to help shape the future of technology in San Francisco! As the centralized technology services provider for the City and County of San Francisco (CCSF), DT delivers critical infrastructure and services to over 33,000 employees—supporting public safety, municipal broadband, cybersecurity, cloud solutions, and more! With a $140M+ annual budget and a team of 300+ experts, DT is leading the charge in digital transformation. DT provides services through our core areas of IT Excellence:  

• IT Project Management Office 
• Enterprise Application Services 
• Cloud Center of Excellence 
• IT Operations and Support including the Service Desk and NOC 
• City Infrastructure including the Network, Telcom and Data Centers 
• Office of Cybersecurity including Cyber Defense, Identity Management and Disaster Recovery 
• Public Safety Systems and Municipal Broadband Fiber 
• SFGovTV Broadcasting Services 
• IT Finance and Administration Services 
• Emerging Technologies 

Why Join Us? Innovative & Impactful Work At DT, you won’t just work on IT—you’ll power a city. Your expertise will directly impact the residents of San Francisco, from closing the digital divide to ensuring secure, efficient city operations. 

Benefits of Working for CCSF: In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees. 

• Competitive pay, benefits, and retirement options 
• Career growth opportunities through training, internal mobility, and subsidized education 
• Diverse work environment in a diverse city 
• We offer employees the ability to work from home one day a week while spending the other four days in our San Francisco office, promoting both collaboration and work-life balance 

Join the team that’s shaping the future of technology in San Francisco. Apply today and be part of a dynamic, innovative, and mission-driven IT team!  

In alignment with the City and County of San Francisco’s Telecom Modernization Program, the Department of Technologies VoIP/Telecommunications team is hard at work to migrate our clients off of many different, aging Avaya platforms and onto a centralized and resilient Cisco and Microsoft Teams Unified Communications infrastructure.  We consider the unique needs of each of our clients and make our best efforts to meet their needs accordingly.  In addition to regular communications, the team is also looking to centralize many different contact center platforms into a centralized, Enterprise solution, capable of meeting the needs of all clients who require it.

The City and County of San Francisco, Department of Technology (DT) is seeking an experienced Telecom Support and Migration Lead who will enhance our customers Unified Communications experience by assisting in the planning, building, and running a resilient, scalable, and cost effective Unified Communications system for the City and County of San Francisco (CCSF) through the Citywide VoIP Project.

Essential duties include, but are not limited to, the following: 

1. Assist the Telecom team with the support of all CCSF departments already utilizing DT’s core VoIP system.
2. Assist with the support and maintenance of the City’s current pre-migration Avaya infrastructure
3. Assist with the migration of the remaining Avaya PBX systems to Citywide VoIP
4. Utilizing extracted Avaya data from legacy PBX’s and current Asset Manager data prepare cut sheets for the migration from the legacy systems to Cisco VOIP and Microsoft Teams calling
5. Provide post migration support and limited end user training to support agencies that have migrated from Avaya to Citywide VoIP
6. Utilize Asset Manager to change, add, delete customer billing records as well as place orders for new AT&T services and AT&T disconnects
7. Utilize ServiceNow to engage and assist on Service Requests and trouble requests (incidents) on Avaya and Citywide VoIP solutions
8. Work with AT&T and Waterfield to support any troubles and trouble escalations on Avaya and Cisco solutions
9. Work closely and foster positive partnerships with the Project Management Office (PMO) to ensure Telecom-related projects are completed successfully
10. Provide Supervision and mentoring to 1053 Business Analysts to ensure that migration is completed based on project timelines while supporting the legacy systems still in place.
11. Assist with the ongoing support and maintenance of the City's Avaya infrastructure, including both pre- and post-migration phases
12. Assist with the City's planned Collaboration implementation.

Appointment Type: Temporary Exempt, Full Time – This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer. Full Time position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is thirty-six (36) months and will not result in an eligible list or permanent civil service hiring. Project-based positions cannot be ongoing or exceed 36 months.

 An associate degree in business administration, public administration, information systems, economics, finance, computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in one of the fields above or a closely-related field]; AND

 Five (5) years of experience in the information systems field, including system analysis, business process design, development and implementation of business application solutions or IT project management.

Substitution

Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in one of the fields above or a closely related field.

Completion of the 1010 Information Systems Trainee Program may be substituted for the required degree.

Desirable Qualifications 

• Working knowledge of VoIP protocols: SIP, RTP, TLS, SCCP, H.323
• Strong knowledge of Unified Communications Manager (CUCM) and Cisco Unity
• Strong knowledge and programing Skills on Avaya communication Manager and Intuity VM
• Strong customer interaction skills required for working with different levels of an organization.
• Working knowledge of migration and deployment of Microsoft Teams calling with Direct Routing
• Strong troubleshooting skills in the areas of Unified Communications and voice messaging
• Have experience with mentoring junior engineers in a complex telecom environment

Work Location

Incumbent will conduct the majority of work at the Department of Technology, (1 S Van Ness, Ave San Francisco, CA 94103).  However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.

Nature of Work 

The incumbent must be willing to work on-site at our San Francisco office in person four days a week and one day remote (for a total of 40 hours - specify the work schedule; for example, a 40-hour week) as determined by the department. Travel within San Francisco may be required. 

Compensation information  

$70.6875 - $100.6125 (hourly)/ $147,030 to $209,274 (annually) 

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco. 
Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 554-6065 or, if hearing impaired at (415) 554-6015 (TTY).

How to Apply  

Interested candidates are encouraged to apply as soon as possible, as this job announcement will close at any time, but not before March 26, 2025 at 11:59PM. 

1. Your application MUST include a resume.  To upload, please attach using the "additional attachments" function. 

2. You may contact Elbi Magana via email at [email protected] with questions regarding this opportunity. 

3. Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted. 

Additional Information Regarding Employment with the City and County of San Francisco: 

• Information About The Hiring Process 
• Conviction History 
• Employee Benefits Overview   
• Equal Employment Opportunity  
• Disaster Service Worker 
• ADA Accommodation 
• Veterans Preference 
• Right to Work 
• Copies of Application Documents 
• Diversity Statement 

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.