Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of WashU IT. This position is for the Danforth Campus.
Serve as member of functional team that designs, reviews, analyzes and maintains the University’s voice communication systems, including 911 management system. Ensures uninterrupted access to all voice telecommunication and unified communication features, including voicemail, call center applications and telemanagement systems. Partners with network engineering to ensure network connectivity to core network, local switches, routers, and voice gateways. Ensures QOS (quality of service) and proper security measures are in place for voice components. Supervises vendors during installation, rearrangement and/or maintenance of equipment. Relies on expertise to makes recommendations to end users regarding voice communications software and hardware solutions. Offers support, troubleshooting and performs moves/adds/changes.
PRIMARY DUTIES AND RESPONSIBILITIES:
Serves as technical project lead for system implementations and migrations.
Performs complex tasks associated with telecommunications functions such as programming in routing tables and translations for dial plans, call center applications, automated attendants, voice mail, call accounting and softphone application.
Analyzes the needs of users and recommends for software/hardware systems.� Prepares specifications for implementation of new programs/ modifications to vendor software.
Performs programming for moves, add and changes.
Creates and maintains documentation.
Provides technical guidance to Director of Network Engineering, Assistant Director of Telecommunication Services and Network Engineering team regarding technology and proposed upgrades to equipment.
Partners with network engineering teams to ensure network connectivity from core network to desktop in both the CFU and schools.
Trouble shoots and maintains voice gateways.� Engages and supervises vendor for installation, repair and replacement of equipment.
Deploys, tests, maintains, monitors and trouble-shoots telecommunication voice components to provide a secure, high performance voice network.
Utilizes telemanagement system for creation of voice and data work orders, billing, cable and asset management.
Provides incident support and resolution.� Working to troubleshoot advanced telephony related issues that are escalated from field technicians (Ex: Call center routing, provisioning services, etc.).
Provides end user and team member training.� Assists in development of training materials.
Provides support to inventory management.
Performs other duties as assigned.
Associate’s degree in telecommunications or related field plus 4 years of related experience, or equivalent combination of education and experience.
Working knowledge of VoIP and traditional telecommunications systems.
Working knowledge of design and support of Call Center application.
Working knowledge of network system components and understanding of how the two interface.�
VoIP project management experience.
System migration experience.
Knowledge of legacy telecommunications systems – DMS100, Call Pilot Voice Mail.
Telephony switch certification preferred.
Team Skills: Supports teammates at all times and in any way necessary to maintain a productive, energetic, efficient and dynamic WashU IT team. Communicates effectively and frequently both verbally and in writing with other members of the team. Collaborates with other teammates to provide assistance, and expertise, as well as to receive expert input and assistance from others delivering the best solution and experience for the customer.
Customer Service: Must possess an aptitude for patience, professionalism, tactfulness and empathy. Must be enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action. Must be able to quickly defuse stressful or anxious situations.
Project Management: Ability to develop a project plan and manage technical projects involving work of others.
Planning and Organization: Ability to lead, plan, and organize the work of others.
Technical Knowledge: Understands the interworking of voice systems, network switches, routers and voice gateways.
Technical Support: Ability to independently resolve complex problems within areas of responsibilities; ability to perform diagnostics on assigned software and hardware.
Consultancy Skills: Ability to assess needs of user and recommend small-scale solutions to meet customer need; ability to consult with senior-level decision makers, on an on-going basis, to discuss alternative technical solutions.
Applicant Special Instructions:
This position will require being on call evenings and weekends.
There will be activities that will require trips to other University offices and some off-site locations that may be multi-level without elevators.
Telecommunications Services: Typical work environment will be a normal office environment at desk or table with repetitive wrist, hand or finger movement for keyboarding.
Inventory Management: Typical work environment will be normal office environment and inventory/stock room which is a typical warehouse environment with dust and no environmental controls. Will also require bending, crouching, stooping and additional lifting (25-30 lbs).
Standard office equipment will be utilized – PC, telephone, printer, copier.
The hiring range for this position is $56,472 - $73,403 annually.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.