IT Services collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services.
• We provide secure, stable, and reliable infrastructure and applications to support the mission of the University. • We support and enable faculty research and teaching with the effective use of technology. • We simplify the technology experience for faculty, students, alumni, and staff, and we ensure technology is mobile-friendly and accessible. • We identify, manage, and mitigate the technology risks of the University.
Job Summary
We are seeking an enthusiastic Voice Engineer with a foundational understanding of telecommunication technologies, including Cisco CUCM and UCCX. As a member of our IT Services team, you will be integral in maintaining and supporting the University's telecommunication environment. This includes supporting the Cisco Call Manager (UCCM) and the Cisco Call Center (UCCX). UChicago's enterprise voices services span the University campus and remote locations, and the UChicago Medical Center, which operates 24/7.
In this role, you will: • Provide support to our voice team, IT partners, and customers • Monitor, troubleshoot, and report on system performance metrics affecting service delivery. • Assist in the design, implementation, and maintenance of our telecommunications environment, gaining hands-on experience and developing skills under the guidance of senior engineers and IT leaders.
The ideal candidate for this position will be a hands-on professional who excels both independently and as part of a team. Our telecommunications environment includes Cisco VoIP, carrier network services (SIP trunking, T1/PRI), voicemail, call center, fax server, conferencing, call recording, teleworkers, and e911.
Responsibilities
Provides support for tickets and requests related to voice applications and services, troubleshooting issues, and implementing effective solutions.
Delivers high-quality customer service during the troubleshooting process, ensuring timely resolution of issues.
Trains Service Desk staff, CTS colleagues, and clients on new applications and voice services as required.
Collaborates with senior voice engineers, colleagues, vendors, and stakeholders to implement new voice services and enhance existing ones.
Assists in preparing voice systems and applications for installation, including conducting test plans and reporting results.
Adheres to project management practices, completing support tasks and follow-up activities during voice system and application installations and upgrades.
Evaluates and recommends the most appropriate technologies for remote employees based on their specific needs.
Configures Meraki devices, ships telecommunication equipment, and provides remote assistance for installation and setup.
Provisions softphones and trains teleworkers on connecting and using them within their contact center
Assists with routine maintenance tasks and test procedures under supervision to ensure optimal system performance with minimal downtime.
Monitors system performance and ensures compliance with industry standards and best practices.
Collaborates with senior voice engineers to document configurations, procedures, and policies, contributing to knowledge management and process improvement.
Creates and maintains application designs, reference materials, and help desk scripts for peers, the Service Desk, and users.
Engages in professional development by attending relevant workshops, reviewing industry publications, and participating in approved training to advance career growth.
Participates in design and implementation of an Information Technology Services network.
Executes hands-on Cisco router installation, configuration, and network outage resolution using existing procedures to solve straightforward problems.
Conducts trending and analysis of network traffic patterns and makes recommendations. Configures network hardware and services for the network environment.
Identifies problems with switches, routers, and other network components for help desk personnel.
Performs other related work as needed.
Minimum Qualifications
Education:
Minimum requirements include a college or university degree in related field.
--- Work Experience:
Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.
--- Certifications:
---
Preferred Qualifications
Education:
BS in networking, telecommunications, engineering, or a related field.
Experience:
Familiarity with the Cisco Emergency Responder system.
Basic understanding of VoIP technologies.
Familiarity with network infrastructure components and troubleshooting, including switches, routers, and firewalls.
Two or more years of experience working with one or more of the following - Cisco Unified Communications Call Manager, Cisco Unity Connection, Cisco Jabber, Meraki, and Cisco Unified Contact Center Express.
Certifications:
Cisco CCNP - voice training or certification.
Preferred Competencies
Adaptability - flexibility to adapt to changing technologies, processes, and business needs.
Analytical Thinking - analyze system performance data, identify trends, and assist in making data-driven decisions to optimize telecommunications infrastructure.
Attention to Detail - meticulous approach to configuration, documentation, and maintenance tasks to ensure system reliability and compliance.
Communication Skills - strong verbal and written communication skills to interact with both technical and non-technical stakeholders, providing clear, concise documentation and support.
Customer Service Orientation - commitment to providing excellent support and service to end-users, colleagues, and stakeholders.
Team Collaboration - work effectively within a team, sharing knowledge and contributing to team goals.
Time Management - strong task prioritization with the ability to self-manage and work independently. Demonstrates good judgment in recognizing when to seek help or guidance to ensure tasks are completed efficiently and effectively.
Values Differences - recognizes the value that diverse perspectives bring to a team, demonstrates respect for others, encourages open dialogue, and champions diversity and inclusion.
Willingness to Learn - enthusiasm for gaining knowledge and skills in Cisco Unified Communications solutions, including CUCM and UCCX.
Working Conditions
Standard office environment.
On-call responsibilities, limited.
Flexible business hours.
Sit for short or extended time periods.
Stand for short or extended time periods.
Bend, crouch, or stoop.
Extensively use computer.
Make repetitive wrist, hand, or finger movements.
See, including color, depth perception, or clarity.
Hear, including making fine discriminations in sound.
Carry/lifts loads of up to 25 lbs.
Application Documents
Resume/CV (required)
Cover Letter (required)
When applying, the document(s) MUSTbe uploaded via the My Experience page, in the section titled Application Documents of the application.
Job Family
Information Technology
Role Impact
Individual Contributor
FLSA Status
Exempt
Pay Frequency
Monthly
Scheduled Weekly Hours
37.5
Benefits Eligible
Yes
Drug Test Required
No
Health Screen Required
No
Motor Vehicle Record Inquiry Required
No
Posting Statement
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national or ethnic origin, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.
We seek a diverse pool of applicants who wish to join an academic community that places the highest value on rigorous inquiry and encourages a diversity of perspectives, experiences, groups of individuals, and ideas to inform and stimulate intellectual challenge, engagement, and exchange.
All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.
The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at:http://securityreport.uchicago.edu.Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.
