Infrastructure Engineer I

Infrastructure Engineer

The Infrastructure Engineer is responsible for supporting and administering the city's telecommunications and voice systems, including Microsoft Teams Voice, landlines, and mobile services. Key responsibilities include configuring call features, integrations, and user/device provisioning; monitoring performance and resolving service issues; and ensuring all systems meet security, compliance, and reliability standards. The role also manages vendor and carrier relationships, oversees number assignments and carrier plans, maintains accurate asset and inventory records, and provides support to city staff. In addition, the engineer will stay current with added features, emerging technologies, and best practices to recommend improvements that enhance performance, cost efficiency, and user experience.

Essential Responsibilities:

• Manage Microsoft Teams Voice settings, call queues, auto attendants, dial plans, and number assignments.
• Oversee Direct Routing integration with vendors, ensuring smooth operations.
• Provision, configure, and de-provision users; assist staff with Teams Voice setup and usage; provide training and documentation.
• Diagnose and resolve call quality issues, connectivity problems, and voicemail/call forwarding issues; escalate to vendors or Microsoft as needed.
• Use the Teams Admin Center and Call Quality Dashboard (CQD) to monitor performance, analyze call metrics, and resolve recurring issues.
• Ensure Teams Voice is configured in line with organizational security policies, compliance standards, and data retention requirements.
• Coordinate with telecom providers and vendors to maintain service availability, manage number porting, and resolve carrier-related issues.
• Stay current with Microsoft Teams updates, new features, and best practices; recommend enhancements to improve service reliability and user experience.
• Configure new devices, assign carrier plans, and securely retire or reassign devices as needed.
• Coordinate with mobile carriers for activations, number porting, plan adjustments, billing, and troubleshooting service issues.
• Maintain accurate records of devices, numbers, plans, and associated costs.
• Performs other job-related duties as assigned.

Knowledge, Skills, and Abilities:

• Strong troubleshooting and diagnostic skills, and experience with telephone and VoIP issues.
• Hands-on experience with PBX systems, SIP, and VoIP technologies.
• Knowledge of network and management. (routing, switches)
• Scripting/automation basics.
• Understanding of telephony protocols (SIP, H.323, RTP, MGCP).
• Knowledge of telecom regulations and security best practices.
• Understanding of Quality of Service (QoS) and network optimization for voice traffic.
• Analyze and resolve voice network problems.
• Install, maintain, and upgrade telephony hardware and software.
• Document configurations, changes, and system architecture.
• Adapt to evolving technologies and integrate new solutions.
• Written and verbal communication skills, good judgment, high ethical standards, and a strong work ethic are a must.
• Must be able to interact effectively with employees at all levels of the organization.

Minimum Requirements:

• Must be near or local to Amarillo, TX, not remote.
• Associate's degree in Computer Science, Information Systems Management, or related field required. Alternatively, an equivalent combination of education and experience, providing the applicant with the needed knowledge, skills and abilities required to succeed in the role will be considered.
• Possess a minimum of 3 years of progressive telephony and/or computer-related experience, including technical support within a multi-system environment.
• Prior experience in a local government environment is preferred.
• Due to the level of access to potentially sensitive information, successful completion of a criminal background check is required. Background check must confirm eligibility for Criminal Justice Information Services (CJIS) system access and CJIS eligibility must be maintained for the duration of employment.
• Must be able to participate in an after-hours on call rotation and work extended hours when necessary.
• Valid Texas Driver's License required.

Work Environment:

Primary work schedule is Monday – Friday, 8:00 am – 5:00 pm. May be required to work outside of business hours, as necessary. The employee works in a dynamic environment that requires being sensitive to change and responsive to changing goals, priorities, and needs.

ADA Profile:

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of this position. While performing the duties of this Job, the employee is required to exert up to 50 pounds of force occasionally and/or in excess of 30 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. The employee must also balance, climb, crawl, crouch, walk, stand, kneel, stoop, sit, hear, crouch, feel, finger, grasp, handle, reach, pull, push, speak, see, and talk. Also, requires the ability to make rational decisions and perform repetitive motions.

The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state, and local law. The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at 806-378-4294.