Senior Voice Engineer Lead

University Of Chicago Chicago , IL 60602

Posted 3 weeks ago

Please make sure to read the job posting in its entirety as it reflects both the University roles and responsibilities, followed by the specific description.

Department
44450 ITS Operations & Service Management

About the Unit

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.

Job Family

Information Technology

Responsible for the design, implementation, and maintenance of new and existing applications, systems architecture, and network infrastructure. Ensures operation and security of all servers and networks. Configures, installs, maintains and upgrades applications and hardware for the organization's infrastructure and for end-user devices.

Career Track and Job Level

Network Engineering

Plans and develops network systems by applying engineering, hardware, and software design theories and principles to develop a compatible system infrastructure in line with University strategies.

P4: Requires specialized depth and/or breadth of expertise. Interprets internal or external University issues and recommends best practices. Solves complex problems; takes a broad perspective to identify innovative solutions. Works independently, with guidance in only the most complex situations. May lead cross-functional or divisional teams or projects.

Role Impact

Individual Contributor

Responsibilities

The job leads and provides expertise to the development of programs for network systems by applying engineering, hardware, and software design theories and principles to create a compatible system infrastructure aligned with University strategies.

  1. Leads the development, design, and implementation of a Networking Services and Information Technologies (NSIT) network. Creates project plans for network design, implementation, and upgrades/modifications to existing networks., 2) Uses in-depth knowledge and experience to monitor and support connectivity services such as wireless and VoIP. Tests workload, monitors network capacity and performance, and diagnoses and resolves complex network problems., 3) Provides expertise to Cisco router installations, configurations, and network outage resolution. Calibrates network hardware and services for the network environment., 4) Manages the installation of network hardware, communications wiring, wireless telecommunication facilities, communications software, and other network components. Identifies problems with network components and services. Conducts trending and analysis of network traffic patterns and makes recommendations., 5) Performs other related work as needed.

Unit-Specific Responsibilities

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.
  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.
7) Manage 3rd-party relationships relating to voice services (AT&T, Cisco, Spok, etc.)

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.
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.

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.

Unit-Preferred Competencies

  1. ITIL Knowledge of ITIL methodology, incident and request management processes.
  2. Applications install and troubleshoot applications such as Cisco Presence, Jabber, Prime Collaboration, RTMT, VMWare, and other enterprise voice applications.
  3. Builds strong teams encourages teamwork across the organization; helps recruit and retain good talent.
  4. Collaborative initiates, builds, and maintains effective working relationships at all levels of the organization and community.
  5. Communicates effectively 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. Customer service orientation good at developing strong partnerships and delivering customer-centric solutions, demonstrates interpersonal savvy.
  7. Instills trust gains the trust of others through transparency, integrity, and authenticity, explaining why decisions are made, clarifying expectations.
  8. Manages complexity makes sense of complex, high quantity and sometimes contradictory information to effectively solve problems.
  9. Plans and aligns planning and prioritizing work to meet commitments aligned with organizational goals.
  10. Strategic mindset seeing ahead to future possibilities and translating them into breakthrough strategies.
  11. Tech savvy evaluate and adopt appropriate innovations in digital and technology applications and services.
  12. Values differences recognize the value that different perspectives bring to an organization, demonstrates respect towards others, encourages open dialogue, champion's diversity and inclusion.

Working Conditions

  1. Standard office environment.
  2. On-call responsibilities.
  3. Flexible business hours.

Mental/Physical Demands

  1. Sit for short or extended time periods.
  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.

Education, Experience, and Certifications

Minimum requirements include a college or university degree in related field.

Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline.

Cisco Certified Network Associate (CCNA) - Cisco

Preferred Qualifications

Education

  1. Bachelor's degree in telecommunications, engineering, or related field.
  2. Cisco CCNP: Voice Training or Certification.

Experience

  1. Minimum seven years' experience supporting Internet Protocol Telephony, particularly Cisco platforms (Call Manager, Unity, VoIP gateway, dial plans, and call centers).
  2. Minimum of three years' experience working with carrier circuits, such as SIP trunking, PRI/T1, and Centrex.
  3. Experience leading the implementation of telecommunications projects.
  4. Experience using online vendor service and carrier management portals.

Required Documents

  1. Resume
  2. Cover Letter

NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application.

FLSA Status

Exempt

Pay Frequency

Monthly

Pay Grade

Depends on Qualifications

Scheduled Weekly Hours
37.5

Benefits Eligible

Yes

Drug Test Required

No

Health Screen Required

No

Motor Vehicle Record Inquiry Required

No

Posting Date
2020-03-09-07:00

Remove from Posting On or Before
2020-09-09-07:00

Posting Statement

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected 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.

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.


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Senior Voice Engineer Lead

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VIEW JOBS 3/10/2020 12:00:00 AM 2020-06-08T00:00 Please make sure to read the job posting in its entirety as it reflects both the University roles and responsibilities, followed by the specific description. Department 44450 ITS Operations & Service Management About the Unit 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. Job Family Information Technology Responsible for the design, implementation, and maintenance of new and existing applications, systems architecture, and network infrastructure. Ensures operation and security of all servers and networks. Configures, installs, maintains and upgrades applications and hardware for the organization's infrastructure and for end-user devices. Career Track and Job Level Network Engineering Plans and develops network systems by applying engineering, hardware, and software design theories and principles to develop a compatible system infrastructure in line with University strategies. P4: Requires specialized depth and/or breadth of expertise. Interprets internal or external University issues and recommends best practices. Solves complex problems; takes a broad perspective to identify innovative solutions. Works independently, with guidance in only the most complex situations. May lead cross-functional or divisional teams or projects. Role Impact Individual Contributor Responsibilities The job leads and provides expertise to the development of programs for network systems by applying engineering, hardware, and software design theories and principles to create a compatible system infrastructure aligned with University strategies. 1) Leads the development, design, and implementation of a Networking Services and Information Technologies (NSIT) network. Creates project plans for network design, implementation, and upgrades/modifications to existing networks., 2) Uses in-depth knowledge and experience to monitor and support connectivity services such as wireless and VoIP. Tests workload, monitors network capacity and performance, and diagnoses and resolves complex network problems., 3) Provides expertise to Cisco router installations, configurations, and network outage resolution. Calibrates network hardware and services for the network environment., 4) Manages the installation of network hardware, communications wiring, wireless telecommunication facilities, communications software, and other network components. Identifies problems with network components and services. Conducts trending and analysis of network traffic patterns and makes recommendations., 5) Performs other related work as needed. Unit-Specific Responsibilities 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. 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. 7) Manage 3rd-party relationships relating to voice services (AT&T, Cisco, Spok, etc.) 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. 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. 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. Unit-Preferred Competencies 1) ITIL - Knowledge of ITIL methodology, incident and request management processes. 2) Applications - install and troubleshoot applications such as Cisco Presence, Jabber, Prime Collaboration, RTMT, VMWare, and other enterprise voice applications. 3) Builds strong teams - encourages teamwork across the organization; helps recruit and retain good talent. 4) Collaborative - initiates, builds, and maintains effective working relationships at all levels of the organization and community. 5) Communicates effectively - 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) Customer service orientation - good at developing strong partnerships and delivering customer-centric solutions, demonstrates interpersonal savvy. 7) Instills trust - gains the trust of others through transparency, integrity, and authenticity, explaining why decisions are made, clarifying expectations. 8) Manages complexity - makes sense of complex, high quantity and sometimes contradictory information to effectively solve problems. 9) Plans and aligns - planning and prioritizing work to meet commitments aligned with organizational goals. 10) Strategic mindset - seeing ahead to future possibilities and translating them into breakthrough strategies. 11) Tech savvy - evaluate and adopt appropriate innovations in digital and technology applications and services. 12) Values differences - recognize the value that different perspectives bring to an organization, demonstrates respect towards others, encourages open dialogue, champion's diversity and inclusion. Working Conditions 1) Standard office environment. 2) On-call responsibilities. 3) Flexible business hours. Mental/Physical Demands 1) Sit for short or extended time periods. 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. Education, Experience, and Certifications Minimum requirements include a college or university degree in related field. Minimum requirements include knowledge and skills developed through 7+ years of work experience in a related job discipline. Cisco Certified Network Associate (CCNA) - Cisco Preferred Qualifications Education 1) Bachelor's degree in telecommunications, engineering, or related field. 2) Cisco CCNP: Voice Training or Certification. Experience 1) Minimum seven years' experience supporting Internet Protocol Telephony, particularly Cisco platforms (Call Manager, Unity, VoIP gateway, dial plans, and call centers). 2) Minimum of three years' experience working with carrier circuits, such as SIP trunking, PRI/T1, and Centrex. 3) Experience leading the implementation of telecommunications projects. 4) Experience using online vendor service and carrier management portals. Required Documents 1) Resume 2) Cover Letter NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application. FLSA Status Exempt Pay Frequency Monthly Pay Grade Depends on Qualifications Scheduled Weekly Hours 37.5 Benefits Eligible Yes Drug Test Required No Health Screen Required No Motor Vehicle Record Inquiry Required No Posting Date 2020-03-09-07:00 Remove from Posting On or Before 2020-09-09-07:00 Posting Statement The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected 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. 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. University Of Chicago Chicago IL

Senior Voice Engineer Lead

University Of Chicago