Rackspace Telecoms Systems Engineer in Austin, Texas

Overview & Responsibilities

Rackspace is seeking an Telecoms Systems Engineer to join our team full time supporting our global infrastructure in the USA, EMEA, and APAC. We are seeking someone to work in San Antonio, TX or Austin, TX.

A professional individual is required with experience and understanding of the technical systems relevant to the internal IT and telecommunications environment. This individual would need a clear and experienced understanding of this progressive technology including the hardware and software behind it. They must also be capable of interpreting and implementing new technologies.

You will have a global scope encompassing the USA and the EMEA/APAC territories working with the internal IT support teams responsible for the overall IT infrastructure & network estate including SIP trunking. The successful candidate will be one who works independently in their field but also is an overall team member within the larger department. The role will require you to work closely with our US telecoms team in strategizing the future of the global telecoms environment.

In this key position you will provide onsite and remote technical support, maintenance, onsite installations, on-call support when required and provide the highest level of customer service at all times. You will be required to build a strong relationship with Rackspace’s Business Partners, department stakeholders and any other associated vendors.

Key Accountabilities:

  • Working with suppliers to carry out installations of telephony software and upgrades on all internal telephony systems.

  • Provide daily support in response to requests for technical assistance in line with service level agreements (this is run through ServiceNOW ticketing system)

  • Assist with the planning and implementation of office moves and re locations and expansions

  • Liaise with user areas and IT colleagues so as to understand their IT operational requirements

  • Communicate with segments and IT colleagues to ensure they are up to date with system changes and to follow a strict change management procedure

  • Report as necessary on performance against agreed objectives, timescales or service standards

  • Attend meetings and contribute to telephony strategy and policy making as required. The successful candidate will be heavily involved with their US counterparts

  • Develop personal or technical skills and capability through on-going training as provided by, or approved by your line manager

  • Up keep of current and futureDocumentation for the telecoms infrastructure

  • Ensure that Rackspace has an appropriate DR-BCP plan that is tested routinely

  • Ensure compliance with appropriate group and industry audit requirements.

Key Performance Indicators:

  • Ensuring accuracy of all telecoms deployments and maintenances

  • Maintain 99% uptime promise on our telecoms environment.

  • Maintain excellent NPS-T score working SNOW tickets.

  • Maintain 99% SLA on all incidents raised.

  • Ensure all communication with customers and Rackers alike is maintained to a high standard

  • Ensure the requirements of all internal customers are met within agreed time frames.

  • Monthly telecoms bill report assessment and delivery to management.

  • Completing daily work tickets to a high standard and ensuring the customers are always informed of the status of tickets.

  • Ensuring the DR-BCP plan is functional and tested on regular periods.

  • Upkeep of all telecoms documentation and associated media.

Role Dimensions:

  • This role will be required to maintain the current environment and when required, lead complex projects involving the planning, design, installation, and technical support, of the telecoms infrastructure.

Main Contacts in this role:

  • Approved Rackspace Suppliers

  • Internal IT, networking & telecoms team (global)

  • Backbone networking

  • Engineering (DC)

  • Call Centre Managers

  • Rackspace Staff on technical tickets


The most competitive candidate would have the following:

  • Knowledge and working experience on Avaya product sets (CM, TDM, IPT, Aura, S87xx, ESS, LSP, Media Gateways, MM, CMS, Session Manager, Session Border Controller, System Platform, Avaya Equinox, Onex mobile applications, SIP trunking, OSPC Consoles, CTI),Contact Centre operations

  • Knowledge of Amazon Connect product roll and support for call flows / general configuration.

  • Experience in upgrading existing CM platforms and associated technologies as above.

  • DHCP, TFTP and handset configurations.

  • Must be an excellent communicator. I.e. able to explain complex technical telecoms issues to non-technical rackers.

  • Experience in PBX/ACD/VoIP daily administration and maintenance

  • Administration of ISDN/SIP trunking, trunks, Dialing plans

  • Experience in a similar Avaya support role.

  • The Ideal candidate should have a good understanding of problem and change management practices and how work to a defined Service Level Agreement


  • Avaya ACS Certification (minimum requirement)

  • ACE (preferred)

In addition to the above, the below skills are preferred:

  • Experience in Zoom Video Conference product sets

  • A good understanding of project management principles

  • TCP/IP networking

  • Amazon Connect experience

  • Amazon connectLamda configuration experience.

  • AWS Cloud certifications

  • Cisco networking Certifications

Req # 39045

Category System Administration / Engineering