University of California- Davis Health
Communication and Network Technical Analyst 4 VoIP
University of California- Davis Health, Sacramento, California, United States, 95828
Overview
Communication and Network Technical Analyst IV VoIP (Call Center) Engineer. Under general direction, the Call Center Engineer is the recognized expert in VoIP (ACD) network support services for UCDH, responsible for enterprise-wide voice and data network design and 24/7 operation of Call Center systems. Key Responsibilities
40% - Call Center services Engineering & Design 30% - Call Center Services Implementation 20% - Call Center Services Troubleshooting 5% - Drive UCDH provided vehicles 5% - Project Management Department Overview
Part of UCDH IT, Unified Communications (UC) provides planning and implementation for WAN, LAN, VoIP, Call Center technologies, Wireless, Email, Voicemail and Workstation services for the enterprise, including installation, training and problem resolution. Department Specific Job Scope
The Comm and Network Technical Analyst IV VoIP (Call Center) Engineer will lead the UC team in maintaining 24x7x365 high availability and mission critical voice and data network. The role resolves daily Call Center service issues in response to IT Operations Center alerts and escalations, working with Security Team, project managers and other staff to resolve voice and data network performance and monitoring issues. Position Information
Salary or Pay Range:
$8,283.33 - $16,366.67 Salary Frequency:
Monthly Salary Grade:
Grade 25 UC Job Title:
COMM AND NETWORK TCHL ANL 4 UC Job Code:
000545 Number of Positions:
1 Appointment Type:
Staff: Career Percentage of Time:
100 Shift Hours:
Day Location:
UCDHAS Building (HSP165) Union Representation:
99 - Non-Represented (PPSM) Benefits Eligible:
Yes This position is hybrid (mix of on-site and remote work) This position is not an H-1B visa opportunity Qualifications
Minimum Qualifications
- For full consideration, applicants are encouraged to upload license and/or certification if required of the position California Driver's License Bachelor's degree in a related technical area and/or equivalent experience/training 5 or more years of technical experience with related Call Center technologies Advanced working experience with large enterprise voice communications and network systems Technical experience maintaining enterprise Call Center technology architecture and design Technical experience maintaining Cisco (UCCE/PCCE) Contact Center Enterprise system applications and related hardware Technical experience maintaining Cisco (CUCM) Communications Manager System applications and related hardware Technical experience maintaining Cisco (UCCX) Automated Call Distribution system applications and related hardware Technical experience maintaining Cisco VoIP Gateways and related hardware Technical experience maintaining Cisco (Auto Attendant) scripts changes and upgrades Technical experience maintaining Cisco (Unity) Voice Messaging applications and related hardware Experience gathering customer requirements to provide technical recommendations and solutions Experience maintaining large Private Branch Exchange (PBX) telephone systems Experience maintaining the integration between CUCM and Unity Voice mail system Experience maintaining a large network dial-plan, calling search spaces, and device pools configurations Experience working with VoIP ACD systems and applications Experience working with Auto Attendant configurations and scripting Experience with network hardware platforms, protocols and OSI layers Strong problem solving, independent work, and multi-project management abilities Ability to communicate technical information to technical and non-technical personnel Preferred Qualifications Certifications in related Call Center technologies or 5+ years of related experience Bachelor's degree in a related Call Center technical area 10+ years of related technical experience Experience with Cisco CUCM, Unity, UCCX, Call Manager, and related hardware Experience with Call Center software suites (e.g., Calabrio, 2Ring) including Call Recording, Workforce Management, Quality Management and Reporting Experience with NEC Fusion PBX and large VoIP/UC management systems Experience analyzing complex communication hardware/software and real-time network impact Experience in documenting technical systems, procedures and work plans Advanced knowledge of voice and data network practices and standards Ability to interpret manuals to configure hardware and resolve problems; autonomous and innovative problem solving Benefits
UC Davis offers a comprehensive benefits package. See Benefits Summary for UC Davis Health Employees and UC Davis Employees for details. These benefits include medical, dental, vision, leave, continuing education, wellness programs, retirement plans, and more. Some benefits may vary by represented status and collective bargaining agreements. Physical, Environmental and Mental Demands
Physical: Standing, walking, sitting, lifting, pushing/pulling, bending, reaching Environmental: Exposure to chemicals/dust, loud noise, varying humidity/temperature, etc. Mental: Sustained attention, complex problem solving, prioritization, communication, multi-tasking, customer/patient interaction Work Environment
Must be able to work extra hours (nights and weekends) if development is behind or critical; on-call rotation is required. This is a hybrid on-site/remote role. Special Requirements
Criminal background check and may include drug screening, medical evaluation and functional capacity assessment Mandated reporter under CANRA and UC policy; compliance with policies and training Misconduct Disclosure: Final candidates may need to disclose misconduct history as a condition of employment. Culture of Opportunity and Belonging: UC Davis is an Equal Employer. All qualified applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or veteran status. We encourage applicants to apply even if not all qualifications are met. #YouBelongHere #J-18808-Ljbffr
Communication and Network Technical Analyst IV VoIP (Call Center) Engineer. Under general direction, the Call Center Engineer is the recognized expert in VoIP (ACD) network support services for UCDH, responsible for enterprise-wide voice and data network design and 24/7 operation of Call Center systems. Key Responsibilities
40% - Call Center services Engineering & Design 30% - Call Center Services Implementation 20% - Call Center Services Troubleshooting 5% - Drive UCDH provided vehicles 5% - Project Management Department Overview
Part of UCDH IT, Unified Communications (UC) provides planning and implementation for WAN, LAN, VoIP, Call Center technologies, Wireless, Email, Voicemail and Workstation services for the enterprise, including installation, training and problem resolution. Department Specific Job Scope
The Comm and Network Technical Analyst IV VoIP (Call Center) Engineer will lead the UC team in maintaining 24x7x365 high availability and mission critical voice and data network. The role resolves daily Call Center service issues in response to IT Operations Center alerts and escalations, working with Security Team, project managers and other staff to resolve voice and data network performance and monitoring issues. Position Information
Salary or Pay Range:
$8,283.33 - $16,366.67 Salary Frequency:
Monthly Salary Grade:
Grade 25 UC Job Title:
COMM AND NETWORK TCHL ANL 4 UC Job Code:
000545 Number of Positions:
1 Appointment Type:
Staff: Career Percentage of Time:
100 Shift Hours:
Day Location:
UCDHAS Building (HSP165) Union Representation:
99 - Non-Represented (PPSM) Benefits Eligible:
Yes This position is hybrid (mix of on-site and remote work) This position is not an H-1B visa opportunity Qualifications
Minimum Qualifications
- For full consideration, applicants are encouraged to upload license and/or certification if required of the position California Driver's License Bachelor's degree in a related technical area and/or equivalent experience/training 5 or more years of technical experience with related Call Center technologies Advanced working experience with large enterprise voice communications and network systems Technical experience maintaining enterprise Call Center technology architecture and design Technical experience maintaining Cisco (UCCE/PCCE) Contact Center Enterprise system applications and related hardware Technical experience maintaining Cisco (CUCM) Communications Manager System applications and related hardware Technical experience maintaining Cisco (UCCX) Automated Call Distribution system applications and related hardware Technical experience maintaining Cisco VoIP Gateways and related hardware Technical experience maintaining Cisco (Auto Attendant) scripts changes and upgrades Technical experience maintaining Cisco (Unity) Voice Messaging applications and related hardware Experience gathering customer requirements to provide technical recommendations and solutions Experience maintaining large Private Branch Exchange (PBX) telephone systems Experience maintaining the integration between CUCM and Unity Voice mail system Experience maintaining a large network dial-plan, calling search spaces, and device pools configurations Experience working with VoIP ACD systems and applications Experience working with Auto Attendant configurations and scripting Experience with network hardware platforms, protocols and OSI layers Strong problem solving, independent work, and multi-project management abilities Ability to communicate technical information to technical and non-technical personnel Preferred Qualifications Certifications in related Call Center technologies or 5+ years of related experience Bachelor's degree in a related Call Center technical area 10+ years of related technical experience Experience with Cisco CUCM, Unity, UCCX, Call Manager, and related hardware Experience with Call Center software suites (e.g., Calabrio, 2Ring) including Call Recording, Workforce Management, Quality Management and Reporting Experience with NEC Fusion PBX and large VoIP/UC management systems Experience analyzing complex communication hardware/software and real-time network impact Experience in documenting technical systems, procedures and work plans Advanced knowledge of voice and data network practices and standards Ability to interpret manuals to configure hardware and resolve problems; autonomous and innovative problem solving Benefits
UC Davis offers a comprehensive benefits package. See Benefits Summary for UC Davis Health Employees and UC Davis Employees for details. These benefits include medical, dental, vision, leave, continuing education, wellness programs, retirement plans, and more. Some benefits may vary by represented status and collective bargaining agreements. Physical, Environmental and Mental Demands
Physical: Standing, walking, sitting, lifting, pushing/pulling, bending, reaching Environmental: Exposure to chemicals/dust, loud noise, varying humidity/temperature, etc. Mental: Sustained attention, complex problem solving, prioritization, communication, multi-tasking, customer/patient interaction Work Environment
Must be able to work extra hours (nights and weekends) if development is behind or critical; on-call rotation is required. This is a hybrid on-site/remote role. Special Requirements
Criminal background check and may include drug screening, medical evaluation and functional capacity assessment Mandated reporter under CANRA and UC policy; compliance with policies and training Misconduct Disclosure: Final candidates may need to disclose misconduct history as a condition of employment. Culture of Opportunity and Belonging: UC Davis is an Equal Employer. All qualified applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or veteran status. We encourage applicants to apply even if not all qualifications are met. #YouBelongHere #J-18808-Ljbffr