MS Teams UC Architect

Tyto Athene is seeking a MS Teams Subject Matter Expert (SME) for the Social Security Administration (SSA). The Subject Matter Expert (SME) serves as the highest-level technical authority for our Microsoft Teams Unified Communications (UC) ecosystem. You will lead the architectural design, strategic planning, support and governance of VoIP and collaboration services. Beyond technical mastery, the SME acts as a consultant to leadership, a mentor to the engineering team, and the final point of escalation for complex systemic issues.

• →Design & Engineering: Architect and troubleshoot enterprise-grade PSTN connectivity solutions using Direct Routing.
• →Automation & PowerShell: Develop and maintain PowerShell scripts for bulk provisioning of voice users, assigning Voice Routing Policies, and automating tenant-level voice configurations.
• →Performance Monitoring: Proactively analyze telemetry data using the Teams Call Quality Dashboard (CQD) and Call Analytics to identify and remediate site-specific network trends before and after they impact users.
• →SBC Management: Interact as the primary interface to engineers managing Session Border Controllers (SBCs) (e.g., AudioCodes, Ribbon, or Oracle), for implementation and troubleshooting.
• →SIP Signaling & Protocol Analysis: Perform deep-packet inspection of SIP signaling and media streams to resolve complex interoperability issues between Teams and legacy PBX systems.
• →Emergency Services (E911): Design and maintain Dynamic Emergency Calling (E911) policies, ensuring location-based routing is compliant with Kari’s Law and Ray Baum’s Act.
• →Architectural Strategy & Design: Lead the design and high-level architecture of global MS Teams UC solutions, including Direct Routing and complex PSTN integrations.
• →Advanced Feature Management: Design and optimize enterprise-grade telephony workflows, including complex call queues, IVR/Auto-Attendants, and omnichannel integration.
• →Ecosystem Management: Oversee the lifecycle management of Teams-certified devices focused on Poly CCX models and meeting room solutions (MTR), ensuring standardized firmware and security configurations.
• →Project Governance: Define project technical standards and success criteria; oversee risk assessments to ensure business continuity during migrations.
• →Tier 4 Escalation: Serve as the final authority for "unsolvable" issues regarding call quality, SIP signaling, and network latency; lead Root Cause Analysis (RCA) for major outages.
• →Infrastructure Synergy: Provide expert oversight of the integration between Active Directory, Azure/Entra ID, and legacy telephony systems.
• →Compliance & Data Integrity: Define and monitor standards for call recording systems and log collection to ensure regulatory compliance and performance auditing.
• →Knowledge Leadership: Develop and maintain the "Gold Standard" technical documentation library; mentor IT staff to elevate the organization's overall technical maturity.

• Bachelor's degree (BS/BA) or equivalent work experience
• Minimum of 4 years’ experience in MS Teams implementations and Operations
• Solid understanding of Excel functions and formulas at an intermediate level
• Must be willing to work at customer site in Baltimore, MD
• Experience working with LECS (Local Exchange Carrier System)
• Knowledge of wireline telecom circuits and services
• Must be able to independently work on a project and have initiative to communicate internally and externally
• Detail-oriented with strong analytical skills
• Problem solver with entrepreneurial attitude
• Ability to navigate basic computer systems and work in Microsoft Excel at mid-level
• VoIP Mastery: Expert-level knowledge of SIP signaling, codecs, and telecommunications protocols within a global enterprise environment.
• Microsoft Stack Authority: Deep technical expertise in the Microsoft 365 tenant architecture, specifically regarding Teams Phone System, PowerShell automation, and Direct Routing.
• Diagnostic Precision: Mastery of advanced diagnostic tools (e.g., Wireshark, CQD, Call Quality Dashboard, and Ribbon/Audiocodes Syslog viewers) to resolve complex jitter, latency, and routing issues.
• Strategic Documentation: Proven ability to translate complex technical architectures into clear, executable design documents and executive-level summaries.
• Integration Expertise: Extensive experience bridging the gap between legacy PBX/VoIP systems and modern cloud-based UC solutions.
• Consultative Communication: Ability to influence stakeholders and explain technical risks in business terms.

• Public Trust (Suitability)

• Baltimore, MD