The following responsibilities represent Strategy & Planning.
1) Monitor and maintain effectiveness and reliability of existing telecommunication systems.
2) Lead the team in developing and implementing strategies that improve the integrity, reliability, performance, and life-cycle management of these systems. Â
3) Plan and lead system upgrades.
4) Work with project managers in the planning and implementation of voice projects, assigning appropriate resources from the team and monitoring progress.
5) Provide final approval for technology deployment prior to the production phase of voice initiatives.
The following responsibilities represent Partnerships.
6) Develop strong, collaborative partnerships with IT colleagues, vendors, and other stakeholders to design, document, and implement new voice services and provide enhancements to existing services that meet business objectives and relevant service-level agreements.
The following responsibilities represent Leadership.
8) Provide team leadership, knowledge transfer, and technical mentoring to voice engineering team members; and aligns roles and responsibilities appropriately.
9) Promote collaborative partnerships between team members and with other IT groups. Â
10) This role will act as a subject matter expert, responding in a leadership capacity to operational issues, providing technical expertise, and guiding team response.Â
The following responsibilities represent Support.
11) Oversee Tier 3 support process for trouble-tickets relating to voice services and ensure tickets are resolved with a high level of proficiency and customer service.
12) Provide escalation support for problems, resolving issues or providing guidance to assist team in problem resolution.
13) Consult with other technology teams to ensure timely and effective assessment and resolution of problems.
14) Manage all aspects of incident/outage investigation and resolution; ensure remediation progress is tracked and team members are providing progress updates.
15) Participate in regular on-call rotation.
The following responsibilities represent Communication.
16) Lead team in the documentation, communication, and follow-through with customers, colleagues, management, campus IT partners, and vendors.
17) Document and maintain technical specifications, voice network infrastructure topology, and diagnostic procedures to ensure a high level of production quality, reliability, and availability.
18) Communicate with management on the status of projects and problem resolution efforts.
The following responsibilities represent Professional Development.
19) Attend product, technology, and vendor workshops; review professional publications, and attend approved training to further career as necessary to maintain awareness of current and emerging tools, techniques, and products in industry with a deep understanding of how they best integrate into an overall technical architecture.
1) ITIL â“ Knowledge of ITIL methodology, incident and request management processes. 2) Applications â“ install and troubleshoot applications such as Cisco Presence, Jabber, Prime Collaboration, RTMT, VMWare, and other enterprise voice applications. 3)Â Builds strong teams â“ encourages teamwork across the organization; helps recruit and retain good talent. 4)Â Collaborative â“ initiates, builds, and maintains effective working relationships at all levels of the organization and community. 5)Â Communicates effectively â“ demonstrates effective communication skills in a range of communication modes and settings; provides transparency into processes and communications; creates planning, design, and implementation documents and effectively presents them to audiences at different technology levels. 6)Â Customer service orientation â“ good at developing strong partnerships and delivering customer-centric solutions, demonstrates interpersonal savvy. 7)Â Instills trust â“ gains the trust of others through transparency, integrity, and authenticity, explaining why decisions are made, clarifying expectations. 8) Manages complexity â“ makes sense of complex, high quantity and sometimes contradictory information to effectively solve problems. 9)Â Plans and aligns â“ planning and prioritizing work to meet commitments aligned with organizational goals. 10) Strategic mindset â“ seeing ahead to future possibilities and translating them into breakthrough strategies. 11)Â Tech savvy â“ evaluate and adopt appropriate innovations in digital and technology applications and services.Â 12)Â Values differences â“ recognize the value that different perspectives bring to an organization, demonstrates respect towards others, encourages open dialogue, championâ™s diversity and inclusion.
1) Standard office environment.
2) On-call responsibilities.
3) Flexible business hours.
1) Sit for short or extended time periods.Â Â
2) Carry/lifts loads of up to 25 lbs.
3) Stand for short or extended time periods.
4) Extensively use computer.
5) Make repetitive wrist, hand, or finger movements.
6) See, including color, depth perception, or clarity.
7) Hear, including making fine discrimination in sound.
1) Bachelorâ™s degree in telecommunications, engineering, or related field. 2)Â Cisco CCNP: Â Voice Training or Certification.
Experience 1) Minimum seven yearsâ™ experience supporting Internet Protocol Telephony, particularly Cisco platforms (Call Manager, Unity, VoIP gateway, dial plans, and call centers). 2)Â Minimum of three yearsâ™ experience working with carrier circuits, such as SIP trunking, PRI/T1, and Centrex. 3)Â Experience leading the implementation of telecommunications projects. 4)Â Experience using online vendor service and carrier management portals.
2) Cover Letter
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application.
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