This position works in the Networks division of UITS which includes Telecommunications Infrastructure and its units of Campus Networks Engineering, Campus Networks Operations and Campus Communications Infrastructure (CCI). CCI's portfolio includes Active Directory Services, Skype for Business, O365, Teams, Exchange, Enterprise Certificate Authority, IronPort email security, IU List, IU Fax, PureConnect Contact Centers, Ribbon Session Boarder Controllers and Gateways, AudioCodes IP/TDM gateways, and PCR360. Specifically, this position will be part of the Voice Team within CCI.
The Lead Systems Engineer, virtually independently, serves as the primary administrator for one or more services such as PureConnect-Customer Interaction Center (CIC), Session Boarder Controller (SBC), IP gateways, Enterprise Fax and various other systems running on Windows Operating Systems. Responsible for the installation, administration and maintenance of the centralized PureConnect-CIC, SBC and Ribbon IP Gateways environments at IU. Leads project teams throughout the project management life-cycle process including feasibility, developing project plans, defining project goals and objectives, completing cost benefit analysis reports, specifying tasks or how goals will be achieved, identifying resources needed, and associating budgets and timelines for completion.
Performs system administration tasks including system and security monitoring, and verifying integrity and availability of all hardware, server resources, services and key processes. Uses enterprise monitoring tools to review system and application logs, and address any monitoring alerts. Shares on-call pager responsibilities with the rest of the team. Provides support during evenings and weekends to meet deadlines and/or perform system maintenance.
Researches, evaluates, and steers implementation of new and emerging voice technologies and advanced applications. Researches, evaluates, and guides the implementation of voice security policy. Recommends and participates in development of security policies and procedures to ensure the stability and security of CCI and services.
Responsible for running centralized core infrastructure services such as PureConnect-CIC Advanced Contact Center applications which provides skills-based routing via various contact modalities (voice, email, chat) including Conference Bridge Systems, IU Fax services, and Voice over Internet Protocol (VoIP) voice call routing. CCI services are consumed by users across all Indiana University campuses. The centralized environment consists of over 70 critical contact centers producing more than 500,000 customer contacts per year, thousands of faxes, and hundreds of thousands of voice calls via the SBC.
Bachelor's degree in Information Technology or a related discipline and three years of experience managing a production Windows server environment.
Combinations of education and related experience may be considered.
Detailed understanding of IP protocols such as TCP/IP, SIP, RTP, SRTP, TLS, MGCP, and LLDP. Ability to manage time wisely, establish priorities, and adjust gracefully to a changing work environment. Ability to work cooperatively with others. Ability to develop alternative courses of action. Ability to accept responsibility for actions and decisions. Ability to multitask.
Experience with Genesys' PureConnect-CIC product or other VoIP contact centers. Experience with VoIP. Understanding of voice call routing and dial-plans. Understanding of SIP trunking. Familiarity with HIPAA guidelines and practices.
Working Conditions / Demands
Regular attendance at the workplace. Mobility and ability to travel between campuses and buildings. Remaining stationary for extended periods. Extended periods of typing and/or staring at a computer screen. Communicating, lifting, carrying, pulling, reaching, seeing, moving around inside and among buildings, using a telephone. Be on call as needed. May include occassional travel to the IUPUI campus or other regional campuses.
Salary Plan: PAE
Salary Grade: 3IT
Job Function: Information Technology
This posting is scheduled to close at 11:59pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but it will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.
Equal Employment Opportunity
Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment without regard to age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information .
Campus Safety and Security
The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online . You may also request a physical copy by emailing IU Public Safety at [email protected] or by visiting IUPD.
Founded in 1820, Indiana University is the state’s public university system, comprised of two core campuses—IU-Bloomington and IUPUI—and six regional campuses located throughout the state. Combined, the total student population is more than 114,000 undergraduate, graduate and professional school students. IU is one of the largest employers in the state, with over 20,000 faculty and staff. Indiana University is an equal employment and affirmative action employer and a provider of ADA services. Diversity and inclusion remains a core commitment to IU’s mission to cultivate an educational environment that supports equal access, participation and representation on all of its campuses and that provides educational and career opportunities for all.