Responsibilities

　　General Purpose

　　Provides technical design for faculty, staff, students and clinicians whose business functions rely on voice, data or video services in a 24x7 environment, with input from other team members. Demonstrates expertise in current telephony and network design including LAN technologies, telecom call processing and call tree design, as well as VoIP, cellular, paging and wireless technologies. Responsibilities include design of standard voice and network configurations and billing as well as cable plant record management. Must be knowledgeable in using current design tools including MS Project; advises technicians and takes direction from other designers as project demands dictate.

　　This Position

　　Supports the full lifecycle of fulfilling voice, data, network and software Service Requests (with primary emphasis on voice and voicemail applications and designs) including requirements gathering, completing work order documentation, scheduling resources, monitoring work order status, documentation/closeout, billing and posting via tele management tool and resolution of any concerns that are raised by the requestor

　　Supports the full lifecycle for deployments of Voice Recording, Call Trees, and Automatic Call Distribution (requirements gathering, specifications, design, development, testing and implementation)

　　Gather user requirements and document specifications for voice system configuration and verify functionality is working post deployment

　　Design and deploy communication solutions based upon user needs

　　Serves as a resource to infrastructure project managers for the deployment of voice related technologies as a function of project delivery

　　Supports problem resolution for design issues

　　Researches billing issues which may be associated with design problems

　　Researches billing inquiries and requests when questions have been raised

　　Analyzes, reviews and recommends changes or takes corrective actions to resolve voice applications problems and/or takes corrective action to resolve end-user equipment problems

　　Checks tele management reports for problems and coordinates the resolution of any problems that have been identified

　　Supports the goals of the department by virtue of consistent, professional, and quality customer service.

　　Provides suggestions on ways to modify service request system

　　Provides suggestions and implements process improvements that help the work team deliver services more effectively

　　Provides in-field and in-house training for voice and voicemail applications (monthly sessions)

　　Studies and grows into supporting complex Call Tree, Automated Call Distribution, off-site Service Requests and project support

　　Supports variety of service offerings including authorization codes for phones, voice reports, Human Resources System Liaison for the department and miscellaneous distribution list management support activities

　　Knowledge & Experience

　　Associate's degree in related field and 1 year of relevant experience, including previous technical experience required

　　Communications or Engineering degree preferred

　　Or equivalent combination of education and experience

　　Knowledge regarding NEAX 2400, 9300 and 9500 Installation & Maintenance, and/or Mitel Nupoint (voicemail) Administration & Maintenance (preferred proficiency)

　　Exceptional customer service skills, including outstanding verbal and written communications and ability to diffuse difficult situations (preferred proficiency)

　　Advanced problem-solving techniques, including ability to troubleshoot telephony and network issues remotely (preferred proficiency)

　　Demonstrated project management skills (preferred proficiency)

　　Tele management system certification or equivalent training upon hire preferred and

　　Cable management system certification or equivalent training upon hire preferred

　　The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

　　How To Apply

　　All applicants must apply online.

　　EOE Minorities/Females/Protected Veterans/Disabled

　　Pay Range

　　Pay Range: $53,500 - $74,900 Annually

　　The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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　　Location: Central Administration

　　Full/Part Time: Full-Time

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