Details
Open Date 03/06/2023
Requisition Number PRN34107B
Job Title Systems Engineer
Working Title Voice Systems Engineer
Job Grade F
FLSA Code Computer Employee
Patient Sensitive Job Code? No
Standard Hours per Week 40
Full Time or Part Time? Full Time
Shift Day
Work Schedule Summary
Monday to Friday; 8 am to 5 pm and additional hours may be required
VP Area President
Department 00428 - UIT - Network & Comm. Srvs
Location Campus
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range $47,600/yr. to $90,400/yr. DOE
Close Date
Open Until Filled Yes
Job Summary
Installs, configures, and maintains Avaya Aura IP PBX hardware and associated peripherals, operating systems and software such as Avaya Elite Multi-channel ( EMC ) Contact Center, CMS Reporting, Proactive Contact Dialer, Proactive Outreach Management and Call Recording Systems. Actively performs daily, routine and complex system administration/maintenance, including hardware and software upgrades, system recovery and performance tuning. Collaborates with Voice Systems team members and groups to identify and develop scalable network designs and solutions. Participates in conjunction with application stakeholders and ensures that all software patches are up to date. Maintains documentation of the environment, backup software management and hardware management, operating system hardening procedures, change management, work orders and is required to be on-call rotation. Works closely with other UIT teams including Telephone Technicians, Service Desk, Architecture, Security, Network Operations, Electronic Communications and Account Executives. This position will report to the Associate Director of Unified Communications Voice Systems.
Responsibilities
Installs, configures, and maintains Avaya Aura IP PBX hardware and associated peripherals, operating systems and software such as Avaya Elite Multi-channel ( EMC ) Contact Center, CMS Reporting, Proactive Contact Dialer, Proactive Outreach Management and Call Recording Systems. Actively performs daily, routine and complex system administration/maintenance, including hardware and software upgrades, system recovery and performance tuning. Collaborates with Voice Systems team members and groups to identify and develop scalable network designs and solutions. Participates in conjunction with application stakeholders and ensures that all software patches are up to date. Maintains documentation of the environment, backup software management and hardware management, operating system hardening procedures, change management, work orders and is required to be on-call rotation. Works closely with other UIT teams including Telephone Technicians, Service Desk, Architecture, Security, Network Operations, Electronic Communications and Account Executives. This position will report to the Associate Director of Unified Communications Voice Systems.
Minimum Qualifications
Requires a bachelor’s degree in area of specialty or equivalency and 2-4 years of experience in the field or in a related area.
Department Specific Qualifications:
• Thorough knowledge of telecommunications systems and operations
• Good understanding of data communications and network protocols such as Internet Protocol IP and their implementation
• Knowledge of Copper and Fiber Cable Standards
• Experience and or certifications with one or more of the following is preferred: Avaya Products IP Telephony, Session Manager, Enterprise Survivable Server ESS , Media Gateways, Communications Manager, CMS and or IQ, Interaction Center, Operational Analyst, Verint Call Recording, Integrated Management, Interactive Voice Response, SIP and Sessions Border Controllers
• Understanding of problem, change, performance, and service level management, from both an operations as well as a requirements perspective
• Strong interpersonal skills, strong oral and written communication skills, strong analytical abilities, strong organizational and prioritization skills and strong customer service skills
• Demonstrated ability to work in a dynamic and demanding environment
• Demonstrated ability to work in a team environment to achieve a common goal
• Advanced ability to solve problems by considering available information, prioritizing and making timely decisions correlating data using standard tools and approaches, spotting trends and applying sound risk management principles.
• Working with IT Operations as part of a bigger team
• Working as an effective team member to complete project components and assigned tasks.
• Excellent written and oral communication skills.
• Ability to work independently and in a team environment.
• Ability to pay attention to details and be organized.
• Ability to project professionalism over the phone and in person.
• Commitment to “internal client” and customer service principles.
• Ability to handle multiple tasks in a fast-paced environment.
• Willingness to take initiative and to follow through on projects.
Technical Skills:
• Ability to complete functional design requirements for all of the Avaya contact center technology.
• In-depth skills with Interactive Voice Response IVR and call flow visualization skills.
• Understanding and experience from both sides of the call and a logical flow to encapsulate the entire event from start to finish, smoothly and efficiently.
• Experience in building IVR flows (particularly visual IVR flows).
• Experience with speech recognition, vocabularies and building speech routing.
• Responsible for development and implementation of KPI’s, SLA’s and metrics.
• Responsible for maintenance and upgrades to all contact center technology and support tools (e.g. Scripts), reports, etc.
• Java
• Visio
• Configuration Management experience.
• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences
Preferred minimum of 5 years’ experience working in a mission critical operation within an education and trauma one 24/7 hospital environment encompassing a large, complex high volume application environment. Avaya call routing & call center experience.
Type Benefited Staff
Special Instructions Summary
Additional Information
About UIT :University Information Technology ( UIT ) (https://it.utah.edu/) , the central IT service provider for the University of Utah, reports to the U’sChief Information Officer (https://it.utah.edu/cio/) and is responsible for many of the U’s shared IT services including the wired and wireless network; Campus Information Services ( CIS ) portal; UMail, telephone, and online collaboration; high performance and research computing; information security; software licensing; and a host of other IT systems and services.
UIT is committed to creating a workplace culture that values equity, diversity, and inclusion ( EDI ), and we believe that everyone plays a role in fostering EDI , every day. EDI isn’t just the right thing for our employees and the university community; it’s also the smart thing. It empowers us to provide the best IT services for our students and their families, staff, faculty, clinicians, and patients and their families.
About the University of Utah : Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home toarts and museum venues (https://www.utah.edu/arts/) and a member of thePac-12 Conference (https://utahutes.com/) .Skiing and snowboarding opportunities (https://www.utah.com/destinations/ski-resorts/) are a short distance from campus, and opportunities to pursue activities frombiking to hiking to fishing abound (https://www.visitsaltlake.com/things-to-do/outdoor-recreation/) . Salt Lake City is home to theUtah Symphony and Opera (https://usuo.org/) ,Ballet West (https://balletwest.org/) ,professional sports teams (https://www.visitsaltlake.com/things-to-do/sports/professional-sports/) , and a wide range of other cultural and recreational activities.
University of Utah Benefits
·Health, dental, and wellness coverage (https://www.hr.utah.edu/benefits/health\_wellness.php) · Automatic and immediately vested14.2% employer contribution (https://www.hr.utah.edu/benefits/retire\_401aPlan.php) to personal retirement account (401a)
· Freepublic transportation pass (https://commuterservices.utah.edu/uta/) (Utah Transit Authority)
·Paid leave time (https://www.hr.utah.edu/benefits/paidLeave.php) ·Reduced tuition benefits for employee and family members (https://www.hr.utah.edu/benefits/tuition.php) · More information: https://www.hr.utah.edu/benefits/
The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.
Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.
The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.
To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:
Director/ Title IX Coordinator
Office of Equal Opportunity and Affirmative Action ( OEO /AA)
383 University Street, Level 1 OEO Suite
Salt Lake City, UT 84112
801-581-8365
oeo@utah.edu
Online reports may be submitted at oeo.utah.edu
For more information: https://www.utah.edu/nondiscrimination/
To inquire about this posting, email: employment@utah.edu (%20employment@utah.edu) or call 801-581-2300.
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
