Engineer 5 - Tier II

Aretum is committed to enhancing national security through innovative solutions and cutting-edge technology. We are looking for an experienced Engineer 5 - Tier II to join our dynamic team. This role involves overseeing critical systems and providing advanced technical support while working collaboratively with a team of experts in a fast-paced environment.

As an Engineer 5, you will be responsible for managing complex engineering challenges, ensuring the integrity and reliability of systems, and delivering exceptional service to our clients. You will also play a key role in mentoring and guiding junior engineers, fostering a culture of continuous improvement and technical excellence.

Key Responsibilities

• Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to voice, CUCM, UCCX.
• Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved.
• Collaborate with other Tier IIs and escalate to Tier III Engineers to reach successful and timely resolution for all customer issues.
• Conduct a warm handoff of unresolved issues or activities in progress at shift changes.
• Proactive Monitoring and Analysis of UC Infrastructure
• Support after hours maintenance on Contact Center and Cisco VoIP systems
• MACD and Service Request Support
• System level changes and maintenance
• Problem Management support including post-mortem reports and analysis
• Analysis of service infrastructure using specialized tools and systems
• Perform system and database backup and recovery
• Circuit outages; work with carriers to resolve circuit issues
• Patching
• Local PBX/Queue work at Call Center
• Experience with Gateway or Unity is beneficial
• Daily/night health checks on all systems as applicable
• Strong work ethic, highly responsive, dependable, and self-directed
• Professional communication skills (verbal and written)
• Good team player that takes initiative and is collaborative

Requirements

Required Qualifications:

• Bachelor's degree in Information Technology or a related field (Additional 4 years of experience can be substituted for degree)

• Three (3) years minimum experience in the Voice/Unified Communications and Unified Contact Center Express (UCCX) fields

• Proficiency in relevant engineering disciplines and tools, including system design and troubleshooting
• Strong analytical and problem-solving skills, with a detail-oriented approach

• Ability to communicate complex technical information effectively to both technical and non-technical audiences

• Active Public Trust or ability to obtain

Preferred Qualifications:

• Experience with Department of Veterans Affairs

Travel Requirements

This is a remote position; however, occasional travel may be required based on project needs, client meetings, team collaboration events, or training sessions. Travel is expected to be less than 10% and will be communicated in advance whenever possible.

EEO & Pay Transparency Statement:

Aretum is committed to fostering a workplace rooted in excellence, integrity, and equal opportunity for all. We adhere to merit-based hiring practices, ensuring that all employment decisions are made based on qualifications, skills, and ability to perform the job, without preference or consideration of factors unrelated to job performance. 

As an Equal Opportunity Employer, Aretum complies with all applicable federal, state, and local employment laws. 

We are proud to support our nation’s veterans and military families, providing career opportunities that honor their service and experience. 

If you require reasonable accommodation during the hiring process due to a disability, please contact [email protected] for assistance. 

U.S. Work Authorization:

Due to federal contract requirements, only U.S. citizens are eligible for this position. This position supports a federal government contract and requires the ability to obtain and maintain a Public Trust or Suitability Determination, depending on the agency’s background investigation requirements.  

Benefits

• Health Care Plan (Medical, Dental & Vision) 
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D) 
• Paid Time Off
• Family Leave (Maternity, Paternity) 
• Short Term & Long-Term Disability 
• Training & Development