FCDC-Presence Engineer

*** IMPORTANT ***

• You must be eligible to work in the U.S. without sponsorship (U.S. citizens or green card holders only)
• You must live within commuting distance of downtown Columbus, Ohio.
• Job Status: 10/19/2026- 11/6/2026: Accepting applications and reviewing candidates.
• Job Promotional Slide Deck: https://digitalpolity.wordpress.com/wp-content/uploads/2026/10/promo-collaboration-engineer-20261016.pdf

Organization Summary

FCDC provides cost-effective, business-driven, collaborative, and secure IT services and solutions to public service agencies throughout Ohio’s most dynamic county. Our goals are simple, but expansive: to be the most trusted enterprise technology service provider for Franklin County and a national leader in digital government services. Every day the FCDC team empowers local government departments, agencies, teams, and nonprofits to deliver top-notch services to residents and businesses in central Ohio, and we take pride in the work they accomplish with our support.

Job Summary

Presence Engineers play a critical role in ensuring thousands of Franklin County employees can communicate with one another and with the public in real-time via voice, video, and related technologies. Whether it’s a simple phone call down the hall or a multi-party international videoconference, these are the engineers that make sure it works simply and seamlessly every time. Our Mission:We power the human conversations that matter most, with anyone, from anywhere.

To achieve this mission, Presence Engineers focus on applied technologies that bridge distances large and small, and connect people’s voices, words, intonations, faces, and expressions. This requires hardware, software, third-party connectivity services, and an attention to personal and shared audio and video equipment that faithfully reproduces people’s conversations digitally.

Our best Presence Engineers are equally at home configuring VoIP phones, teaching users how to operate their Teams Rooms, holding Cisco TAC accountable for closing open support tickets, and planning seamless firmware upgrades on analog adapters and IP overhead paging gear. It’s a technology engineering role, but focused on ensuring our human voices, faces, and intentions are carried wherever they’re needed.

Employees new to FCDC or promoted into new positions must complete a 180-day probationary period, and all employees must adhere to current Employee Handbook policies.

Requirements

Position Details

Level 1

Level 2

Level 3

Title

Role Summary

• Supporter (responds and executes)
• Administrator (owns and delivers)
• Architect / Mentor (anticipates and leads)

Work Location

This position is primarily based in FCDC’s offices at 373 S High St, Columbus, OH 43215.

This position is eligible to participate in our Telework program, which offers a “hybrid” schedule of 2 remote work days and 3 in-office days per week.

FLSA Status

Exempt

Department

Civic Outfitters / Digital Presence

Reports to

Digital Presence Manager

In the absence of a Digital Presence Manager, reports to Assistant Director, Civic Outfitters

On-Call Responsibilities

Participates in limited on-call rotation to provide after-hours “emergency” diagnosis, assessment, and technical support

Essential Duties and Responsibilities

To perform this job successfully, Presence Engineers must be able to carry out each essential duty in a reliable and user-focused manner. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. The following responsibilities apply to all Presence Engineer levels (1, 2, and 3):

Key Duties and Responsibilities

Service Operations

• Administer, maintain, and support unified communications, VoIP, and contact center platforms across all supported facilities, including end-user support, monitoring, upgrades, and vendor escalation.
• Actively participate in ITIL-based incident, problem, and change management: intake, triage, escalation, root-cause analysis, vendor coordination, resolution, and user communication.
• Provide limited on-call support after-hours for “emergency” voice systems and carrier circuit issues, utilizing LogicMonitor, Jira Service Management (Opsgenie), or similar tools.
• Monitor call quality and service health (MOS, jitter, packet loss, utilization) and remediate proactively.
• Plan, schedule, and communicate client-impacting maintenance, coordinating with application owners and users.
• Design and Delivery
• Design, deploy, and support collaboration spaces, including Microsoft Teams Rooms and supporting audio-visual equipment.
• Build and maintain modern replacements for legacy analog services (POTS lines, fax, paging, alarm and elevator lines) using cellular and ATA technologies.
• Create integration and testing plans for new systems and services.
• Deliver projects in collaboration with project managers, engineers, and other teams as needed; build work breakdown structures (WBS), estimates, and technical shopping lists as needed; use Jira in planning and updating project efforts.
• Strategy and Lifecycle (most relevant to Level 3 engineers)
• Lead long-range planning, technical roadmap development, budget forecasting, and architecture and design work.
• Maintain lifecycle plans for equipment, circuits, and services, aligned with Franklin County budgeting and/or strategies.
• Track industry trends and identify right-sized improvements in capacity, functionality, user experience, and efficiency.
• Manage carrier and vendor relationships: circuit agreements, SLAs, renewals, and procurement with Enterprise Financial Services.
• Work closely with the Digital Presence Product Manager to ensure our services are meeting customer needs and are evolving appropriately.
• Reliability, Security, and Compliance
• Ensure service resilience through failover, survivability, and continuity testing for critical voice services.
• Maintain E911 and life-safety compliance, including location accuracy and regular testing.
• Apply security controls, such as toll-fraud prevention, SIP and SBC hardening, endpoint patching, and access management.
• Where needed, comply with applicable regulatory frameworks, public records and retention requirements, accessibility standards, and audits.
• Documentation and Team Development
• Maintain engineering documentation (diagrams, workflows, assets, contracts, runbooks) and end-user and Help Desk knowledge articles in tools like Jira Service Management, Jira, Confluence, or others as assigned.
• Track work in assigned project and task management systems (Jira, Jira Service Management)
• Mentor junior engineers and analysts and support cross-training with other teams.
• Perform other duties as assigned.

Key Collaborations

Internal technical teams: Work closely with Network Engineering to ensure Digital Presence systems have the reliable connectivity required; also work with Server engineers and the Cloud team on related collaboration tools; also work with Desktop Engineering on softphone and client deployments and updates; finally, stay in close contact with Security and Identity teams (SSO, policy, toll-fraud monitoring, system hardening, audits)

Service delivery: Work closely with our Enterprise Support team on shared support responsibilities, ticket escalations, knowledge transfer, and managing equipment lifecycles; work especially closely with the assigned Product Manager for Digital Presence on service development and prioritization

Business functions: Work with our Finance team on matters of procurement and service contracts (vendors, renewals, circuits); also collaborate with Project Managers on larger efforts, when assigned

Leadership and clients: Stay in close contact with all IT leadership roles as needed, and collaborate with Enterprise Architects on roadmaps and standards; meet as needed with agency leaders and IT contacts to gather feedback and capture evolving service needs; also work with facilities and AV contractors as needed

External: Keep tabs on carriers and related services, whether managed directly by this team or via other teams (e.g. AT&T, Spectrum, Crown Castle Fiber, Cisco, RedSky, Ooma, etc.)

Key Technologies

Voice and Calling: Cisco Webex Calling, Cisco 8000V routers/gateways, SIP trunks and carrier services, softphones, desk phones, conference phones, RedSky E911 services

Contact Center: Webex Contact Center, with growing AI-based capabilities

Meetings and Rooms: Microsoft Teams Rooms hardware and software, limited Zoom services (meetings and webinars), related room and personal cameras, microphones, headsets, and other audio gear, displays

Legacy Replacements: Ooma AirDial (critical POTS), analog telephone adapters (AudioCodes or similar)

Overhead Paging: Algo (or similar) hardware, amplifiers, speakers

Management and Monitoring: Webex Control Hub, Teams Admin Center, call quality analytics, LogicMonitor, Jira Service Management (Opsgenie), ITSM/work management and project tracking tools

Years of service alone are not sufficient justification for promotion; employees must demonstrate consistent next-level readiness to be eligible. Levels 1, 2, and 3 of this position are distinguished by the quantity, quality, and complexity of value delivered to partners, colleagues, and the organization. The tables below outline standard boundaries between each level based on performance across key dimensions, and employees must show next-level capability before being considered for advancement.

Performance Requirements

Presence Engineer 1

Presence Engineer 2

Presence Engineer 3

Technical Skills

• Solid conceptual knowledge of network design and operations at OSI Model layers 1, 2 and 3
• Direct sysadmin experience with VoIP extension moves / adds / changes (MACs) and related handset and softphone configuration
• Familiarity with popular videoconferencing platforms and audiovisual components at the user and small / medium meeting room levels
• Strong break/fix and service request documentation skills to accurately capture end user issues and requirements and communicate work status with users and colleagues
• Reasonable ability to develop user-focused step-by-step instructions and/or documentation using text and screenshots
• Strong basic technical troubleshooting skills both working solo, with technical colleagues, and with non-technical users
• Gather diagnostics, resolve routine issues, and escalate complex ones to Level 2 or 3 with clear notes
• Ability and willingness to learn and work with new technologies with minimal assistance and limited or no prior knowledge
• Assist on projects with assigned tasks such as staging, installation, and testing
• All items from Level 1, plus…
• Solid conceptual knowledge of layer 7 VoIP protocols and operations (DHCP, LLDP, SIP), with awareness of underlying network elements (TCP, UDP)
• Administer Webex Calling, Contact Center, Teams Rooms, and gateways (dial plans, routing, queues, IVR, licensing, provisioning)
• Experience designing and deploying moderately complex digital conferencing systems, including AV equipment, in meeting rooms supporting up to 16 people
• Expanded systems documentation abilities including diagramming of network, VoIP, and digital conferencing systems graphically (e.g. Visio diagrams)
• Excellent troubleshooting skills for end user support and complex engineering issues inside systems under the team’s management
• Owns platforms and services day to day; solves problems without direction and manages small projects
• Directly participate in developing strategies, solutions, and enhancements to systems under the team’s management
• Uses team project and work management tools and methods with strong results
• Some ability to cross-train junior engineers and other IT staff on systems under team’s management
• All items from Levels 1 and 2, plus…
• Architecture: Design the overall voice and collaboration architecture, covering platform strategy, resilience, security posture, and integration with network, identity, and cloud.
• Strategy and roadmap: Build multi-year roadmaps, lifecycle plans, and budget forecasts. Track the industry (AI features, platform shifts, carrier changes) and recommend right-sized moves before they become urgent.
• Complex delivery: Lead major projects, migrations, and cutovers from design through closeout, including the plan, schedule, risk management, and stakeholder communication.
• Hardest problems: Resolve cross-domain and recurring problems, and lead problem management that eliminates root causes.
• Governance: Set standards, policy, and compliance approach for E911, records retention, accessibility, and security. Prepare for audits.
• Vendors and finance: Devise carrier and vendor strategy, including contract development and renewals, all in partnership with Finance.
• Service direction: Work with the Product Manager and partner agency leaders to shape service priorities and capture evolving needs.
• Mentorship: Develop Level 1 and Level 2 engineers through coaching, design reviews, and cross-training, and raise the team’s overall capability.
• Language and Presentation Abilities
• Ability to read, analyze, and interpret general technical documentation.
• Ability to effectively respond to standard requests from end users and peers.
• Ability to write clear technical documentation for end users, peers, and client IT contacts.
• All items from Level 1, plus…
• Ability to prepare and present technical concepts and information to FCDC technical and business peers and client IT contacts.
• All items from Levels 1 and 2, plus…
• Ability to prepare and present technical and IT strategic concepts and information to client decision-makers and industry peers (i.e., at local, regional, or national conferences).

Physical Demands

• The physical demands described represent those required to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities.
• Employees are regularly required to sit and talk or hear, sometimes for an entire workday.
• Employees are frequently required to use their hands to finger, handle, or feel and reach with their hands and arms.
• Employees are often required to stand, walk, stoop, kneel, crouch, and/or crawl.
• Employees must occasionally lift and/or move up to 50 pounds, often without assistance.
• Employees must have vision abilities, including adjusting focus and viewing computer screens for entire workdays while creating or consuming detailed information.

Presence Engineer 1

Presence Engineer 2

Presence Engineer 3

Education

• Relevant work experience years can be converted to formal education years at a ratio of 2:1 (for example, 2 years relevant work = 1 year of formal education)
• Preferred: 2-year (Associate) degree or higher
• Required: High school diploma
• Preferred: 4-year (Bachelor) degree or higher, preferably in computer science or related field
• Required: 2-year degree (Associate)
• Preferred: 4-year (Bachelor) degree or higher, preferably in computer science or related field
• Required: 4-year (Bachelor) degree

Work Experience

• Preferred: 2 years of experience in a role related to real-time communications systems and services
• Required: 1 year of experience in IT-related support, engineering, and services
• Preferred: 4+ years of Webex, Teams, Zoom, or similar engineering work in a 500+ user environment
• Required: 2+ years of hands-on Webex, Teams, Zoom, or similar platform technical support work in a 250+ user environment
• Preferred: 6+ years of Webex, Teams, Zoom, or similar engineering and architecture leadership in a 1,000+ user environment
• Required: 4+ years of hands-on Webex, Teams, Zoom, or similar platform engineering and support work in a 500+ user environment

Certification

• Preferred: One (1) or more relevant and recent IT certifications from major manufacturers and/or testing services (e.g. CompTIA, Cisco, Microsoft, Dell, or similar)
• Required: None
• Preferred: Two (2) or more relevant and recent IT certifications from major manufacturers and/or testing services (e.g. CompTIA, Cisco, Microsoft, Dell, or similar)
• Required: At least one (1) relevant technical certification, acquired or renewed within last 5 years
• Preferred: Two (2) or more relevant and recent IT certifications from major manufacturers and/or testing services (e.g. CompTIA, Cisco, Microsoft, Dell, or similar)
• Required: At least two (2) relevant technical certifications, acquired or renewed within last 5 years

Intellectual Abilities

• Decision Making and Problem Solving
• Makes sound, well-informed, and objective decisions in a timely manner.
• Compares data, information, and input from a variety of sources to draw conclusions; takes action that is consistent with available facts, constraints, and probable consequences.
• Applies both rational and creative processes to identify unknown root causes of problems.
• Based on the situation, decides best course of action, implements the solution, and follows-up to see how it’s working.
• Calculates and evaluates the long-term consequences of a decision.

Communication

• Clearly conveys and receives information and ideas through a variety of media to individuals or groups in a manner that engages the listener, helps them understand and retain the message and invites response and feedback.
• Keeps others informed as appropriate.
• Demonstrates effective written and verbal skills.
• Uses keen active listening skills to gather and validate information, to build trust, and enhance collaboration.

Social Skills

Presence Engineer 1

Presence Engineer 2

Presence Engineer 3

Trust Development

• Gets along with others.
• Acts with dignity and integrity.
• Earns and maintains trust and support of peers and leaders across the organization for technical and process ideas and solutions.
• Designs solutions that earn trust with end users.
• All items from Level 1, plus…
• Earns and maintains trust and support of peers within the organization for technical solutions.
• Builds trust with client IT, project, and support contacts.
• All items from Levels 1 and 2, plus…
• Earns and maintains trust and support of leaders across the organization for technical ideas and solutions.
• Builds trust with client leaders.
• Self and Stress Management
• Maintains effective performance under pressure; handles stress in a manner that is acceptable to others and to the organization.
• All items from Level 1, plus…
• Stays calm and even-tempered when handling crises, stressful situations, continuous change, or unexpected developments.
• Handles increased pressure and growing responsibilities.
• All items from Levels 1 and 2, plus…
• Rapidly recovers from difficult situations; deals constructively with adversity.
• Acts as a settling or calming influence in a crisis.

Teamwork

• Works effectively in a team environment to accomplish organizational goals.
• All items from Level 1, plus…
• Participates as an active and contributing member of project and cross-functional teams aligned with organizational goals.
• Actively shares information via documentation, project updates, and occasional team presentations.
• Highlights team accomplishments and ensures credit is distributed broadly across the team.
• All items from Levels 1 and 2, plus…
• Helps create and maintain strong morale and a feeling of belonging in his/her team.
• Acts as if "true success" is the success of the whole team.

Conflict Management

• Uses appropriate interpersonal styles and techniques to reduce tension and/or conflict between two or more people; able to size up situations quickly; able to identify common interests; facilitates resolution.
• Steps up to conflicts and sees them as opportunities.
• Finds common ground and achieves cooperation without disruption to workflows or interpersonal relationships.

Inclusion

• Values an inclusive organization where the differences of all people are respected, valued and utilized towards achieving common goals.
• Respects and relates well to people from varied backgrounds, understands diverse worldviews, and is sensitive to group differences; sees diversity as an opportunity, respectfully challenges bias and intolerance.
• Supports equal and fair treatment.

Drive

Presence Engineer 1

Presence Engineer 2

Presence Engineer 3

Work Ethic

Does what it takes to get the job done; puts in extra hours as needed to ensure support tasks are complete and fully documented.

Does what it takes to get the job done; puts in extra hours as needed to ensure day-to-day administration and project tasks are complete, documented, and status is clearly communicated

Does what it takes to get the job done; puts in extra hours as needed to ensure designs are detailed and thorough and projects run well; also ensures teammates are getting what they need for projects and mentoring.

Dependability and Reliability

Personally responsible.

Completes work in a timely and consistent manner.

Demonstrates regular and punctual attendance; arrives prepared for work.

Diligently follows through on commitments and consistently meets deadlines.

Franklin County Data Center is an Equal Opportunity Employer. Reasonable accommodations available upon request

This job description describes the general nature and scope of work and is not an exhaustive list of all duties, responsibilities, or qualifications. Franklin County reserves the right to modify this description as organizational needs evolve. This document does not constitute a contract of employment.

Summary

FCDC BENEFITS

Medical, Dental, Vision and Behavioral Health, and Prescription Drug Coverage

Employee Assistance Program

Disability and Life Insurance

Ohio Public Employees Retirement System (OPERS)

Deferred Compensation

Generous Paid Time Off Accrual

Eleven Paid Holidays

Tuition Reimbursement

Company-Paid Training and Development

Commuter Program

The Franklin County Data Center is an Equal Opportunity Employer.