Address
Form of work Details
Open Date 08/08/2023 Requisition Number PRN35975B Job Title Systems Engineer Working Title Voice Systems Engineer Job Grade F FLSA Code Computer Employee Patient Sensitive Job Code? No Standard Hours per Week 40 Full Time or Part Time? Full Time Shift Day Work Schedule Summary Monday through Friday 8 to 5
VP Area President Department 00428 - UIT - Network & Comm. Srvs Location Campus City Salt Lake City, UT Type of Recruitment External Posting Pay Rate Range 47600 to 90400 Close Date Open Until Filled Yes Job Summary The Voice Systems and Business Administration team in University Information Technology ( UIT) is seeking a highly skilled and experienced Telecom Unified Communications/VoIP Systems Engineer to join our dynamic team.
This position will play a crucial role in designing, building, implementing, and supporting enterprise-wide telephone solutions for the University of Utah and University of Utah Health, including cloud, voice over internet protocol (VoIP), mobile, session initiation protocol ( SIP), video, and voice infrastructure that integrates with third-party solutions. This employee also will support and maintain a new cloud omni-channel contact center and monitor Unified Communications telecommunication infrastructure. They will collaborate with cross-functional teams and leverage their expertise to deliver scalable, reliable, and secure communication systems. This role requires strong technical skills, hands-on experience with various unified communication/VoIP technologies, and a passion for delivering exceptional solutions.
This employee will work closely with other UIT teams, including Service Coordinators, Telephone Installers, Campus IT Help Desk, IT Enterprise Architecture, Information Security Office, Network Services, UMail & Collaboration, and Account Executives.
This position reports to the associate director for Voice Systems and Business Administration in UIT Unified Communications (UC).
Responsibilities - Handles various levels of support work with service providers to resolve telecom issues.
- Provides escalated off-hour support via a 24/7/365 on-call rotation.
- Conducts hardware/software releases and upgrades in line with change management processes/procedures.
- Conducts testing, performance monitoring, and optimization activities to ensure optimal system performance and user experience.
- Acts as liaison to telecom vendors to maintain critical systems, including cloud and on-premises phone system infrastructure and SIP and time-division multiplexing (TDM) trunking services.
- Resolves trouble tickets opened by end users.
- Establishes procedures for the backup of system components and disaster recovery.
- Evaluates new technology and services, including assessment, testing, deployment, project management, and documentation of hardware and software technologies.
- Supports the installation, configuration, maintenance, and monitoring of telecom equipment and the integration of voice and data hardware and software with current and future developed applications/technology platforms.
- Tracks market developments and makes recommendations on upgrades, device engineering, and management solutions to improve efficiency.
- Oversees the design, programming, and implementation of call flows to support contact center operations.
- Works with UIT Leadership to transform our legacy communications infrastructure into a modern unified communications platform.
- Designs and configures UC/VoIP solutions that integrate voice, data, customer relationship management (CRM) tools, and text messaging, ensuring scalability, reliability, and security.
- Collaborates with UIT and University of Utah Health Information Technology Services (ITS) cross-functional teams to ensure new systems align with overall network architecture, IT security policies, and regulatory and contractual requirements.
Requires a bachelor's degree in area of specialty or equivalency (one year of education can be substituted for two years of related work experience) and 2-4 years of experience in the field or in a related area.
Department Specific Qualifications
Department Specific Qualifications
- Experience in administration of a top telecom system, on-premises or cloud.
- Experience designing and programming interactive voice response (IVR) and call routing flows.
- Proficiency in configuring and troubleshooting SIP trunks, gateways, internet protocol (IP) phones, and related UC/VoIP infrastructure components.
- High proficiency in testing and troubleshooting TDM, SIP, VoIP, and data networking circuits.
- Experience in inbound and outbound call provisioning and routing, vector programing, skills-based routing, automatic route selection(ARS) and automatic alternate routing (AAR) table programming and toll-free routing.
- Ability to create and maintain telephone and network architecture topology diagrams.
- Strong understanding of the need for discretion and the confidential handling of business information.
- Expertise in deploying and managing VoIP technologies, such as Avaya Aura, Cisco Unified Communications Manager (CUCM), Microsoft Teams, or similar platforms.
- Working knowledge of software, including Microsoft Excel, Word, and PowerPoint.
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
- Working knowledge of application programming interfaces (APIs) to make data calls using structured query language (SQL) and JavaScript Object Notation (JSON).
- Five years of experience working in a mission-critical operation at an R1 university and/or health care organization with a Level 1 Trauma Center that has a large, complex high-volume application environment.
- Relevant certifications, such as Cisco and Cloud Telecom Solutions.
About UIT: University Information Technology (UIT), the central IT service provider for the University of Utah, reports to the U's Chief Information Officer and is responsible for many of the U's shared IT services including the wired and wireless network; Campus Information Services ( CIS) portal; UMail, telephone, and online collaboration; high performance and research computing; information security; software licensing; and a host of other IT systems and services.
UIT is committed to creating a workplace culture that values equity, diversity, and inclusion ( EDI), and we believe that everyone plays a role in fostering EDI, every day. EDI isn't just the right thing for our employees and the university community; it's also the smart thing. It empowers us to provide the best IT services for our students and their families, staff, faculty, clinicians, and patients and their families.
About the University of Utah: Located in Salt Lake City, the U is the flagship institution of the State of Utah's system of higher education, home to arts and museum venues and a member of the Pac-12 Conference. Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound. Salt Lake City is home to the Utah Symphony and Opera, Ballet West, professional sports teams, and a wide range of other cultural and recreational activities.
The University of Utah Benefits
Health, dental, and wellness coverage
Automatic and immediately vested 14.2% employer contribution to personal retirement account (401a)
Free public transportation pass (Utah Transit Authority)
Paid leave time
Reduced tuition benefits for employee and family members
More information: https://www.hr.utah.edu/benefits/
Health, dental, and wellness coverage
Automatic and immediately vested 14.2% employer contribution to personal retirement account (401a)
Free public transportation pass (Utah Transit Authority)
Paid leave time
Reduced tuition benefits for employee and family members
More information: https://www.hr.utah.edu/benefits/
The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.
Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are encouraged to apply. Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:
Director/ Title IX Coordinator
Office of Equal Opportunity and Affirmative Action (OEO/AA)
383 University Street, Level 1 OEO Suite
Salt Lake City, UT 84112
801-581-8365
oeo@utah.edu
Online reports may be submitted at oeo.utah.edu
For more information: https://www.utah.edu/nondiscrimination/
To inquire about this posting, email: employment@utah.edu or call 801-581-2300.
The University is a participating employer with Utah Retirement Systems ("URS"). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS' post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
