University of California- Davis Health
Communications & Network Technical Analyst 4
University of California- Davis Health, Rancho Cordova, California, us, 95741
Job Summary
The Call Center Engineer is a Comm and Network Technical Analyst IV VoIP (Call Center) Engineer with knowledge of subordinate staff Grades 1 through 3, and serves as the recognized expert in VoIP (ACD) network support services of UCDH. The engineer has responsibility for enterprise-wide voice and data network design and 24/7 operation of all Call Center systems at UCDH. The engineer provides technical leadership in architecture, design, configuration, installation, maintenance and troubleshooting of Call Center technologies, and may manage programs with autonomy. Under general direction, the successful candidate will lead, train co-workers and document architectural designs, strategies and configurations while supporting new and existing network and telecommunications assets in all production facilities. Primary responsibilities include capacity planning, traffic engineering and in-depth troubleshooting, coupled with designing enhancements to the voice and data network architecture and leading deployment efforts. The engineer works with internal departments and external vendors to develop voice and data network solution requirements during scope definition and design phases. The incumbent applies advanced professional concepts and policies to resolve highly complex issues and determines methods and techniques to obtain results. Apply By Date: 10/28/2025 by 11:59pm. 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 working with related Call Center technologies. Advanced working experience with large enterprise voice communications and network systems. Technical experience in maintaining enterprise Call Center technology architecture and design. Technical experience maintaining Cisco (UCCE/PCCE) Call 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 Automated Call Distribution (ACD) systems and applications. Experience working with Auto Attendant configurations and scripting. Experience with network hardware platforms, network-related protocols and software including OSI layers. Problem solving skills to quickly assess problems, evaluate options, make decisions and resolve problems. Ability to manage multiple projects simultaneously and meet deadlines. Understanding of implications of Call Center Services on all aspects of UCDH Hospital and clinical areas. Ability to communicate technical information to technical and non-technical personnel at various levels. Self-motivated and able to work independently and as part of a team. Demonstrated problem-solving skills for unique issues and problems. 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 technical experience with related technologies. Experience supporting, monitoring and maintaining large enterprise voice networks and applications (e.g., Cisco CUCM, Unity, UCCX, PCCE). Experience engineering and maintaining large Call Center software suites (e.g., Calabrio, 2Ring). Experience engineering and maintaining large Cisco VoIP UC management systems. Experience engineering and maintaining NEC Fusion PBX systems. Experience analyzing highly complex communication hardware and software systems with real-time impact on users. Experience with data analysis, data gathering, organizing and presenting information. Experience communicating technical information to both technical and non-technical personnel at various levels. Experience interpreting manuals to configure hardware or identify problem sources and take corrective action. Experience working independently and generating innovative solutions to problems. Experience managing large projects and meeting critical deadlines. Experience documenting technical systems, procedures and developing work plans. Advanced knowledge of professional communications and network systems for diverse assignments. Advanced knowledge of voice and data practices, with the ability to determine actions based on guidelines. Strong problem solving to independently resolve issues with defined parameters. Advanced understanding of network hardware platforms, OSI layer 2/3 concepts and related standards. Ability to analyze highly complex systems for real-time network impact. Advanced knowledge and experience with network management 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
A part of UCDH IT, Unified Communications provides planning and implementation activities for WAN, LAN, VoIP, Call Center technologies, Wireless, E-mail, Voicemail and Workstation services for the entire enterprise. The department provides leadership and support for cost-effective use of technology, 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 of voice and data networks. The engineer will resolve daily Call Center service issues in response to IT Operations Center alerts and escalations, potentially working with Security, project managers and staff to resolve 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 Benefits
Outstanding UC Davis benefits include health plans, dental and vision, leave, Holidays, paid time off, continuing education, professional development, WorkLife/Wellness programs, Employee Assistance, supplemental insurance options, student loan repayment programs, retirement options, and diversity/inclusion initiatives. See Benefits Summary pages for details and eligibility rules. UC Davis is an Equal Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. To view UC policies on anti-discrimination and related resources, visit the UC policy pages. The university encourages applicants to apply even if not meeting every qualification. Special Requirements
This is a critical position, employment contingent upon background check(s) and may include drug screening, medical clearance and functional capacity assessment This position is a mandated reporter under CANRA and UC policy; employment contingent on compliance with policies, procedures and training Note:
Misconduct Disclosure: Final candidates will need to disclose any misconduct-related findings within the last seven years as part of the employment process.
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The Call Center Engineer is a Comm and Network Technical Analyst IV VoIP (Call Center) Engineer with knowledge of subordinate staff Grades 1 through 3, and serves as the recognized expert in VoIP (ACD) network support services of UCDH. The engineer has responsibility for enterprise-wide voice and data network design and 24/7 operation of all Call Center systems at UCDH. The engineer provides technical leadership in architecture, design, configuration, installation, maintenance and troubleshooting of Call Center technologies, and may manage programs with autonomy. Under general direction, the successful candidate will lead, train co-workers and document architectural designs, strategies and configurations while supporting new and existing network and telecommunications assets in all production facilities. Primary responsibilities include capacity planning, traffic engineering and in-depth troubleshooting, coupled with designing enhancements to the voice and data network architecture and leading deployment efforts. The engineer works with internal departments and external vendors to develop voice and data network solution requirements during scope definition and design phases. The incumbent applies advanced professional concepts and policies to resolve highly complex issues and determines methods and techniques to obtain results. Apply By Date: 10/28/2025 by 11:59pm. 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 working with related Call Center technologies. Advanced working experience with large enterprise voice communications and network systems. Technical experience in maintaining enterprise Call Center technology architecture and design. Technical experience maintaining Cisco (UCCE/PCCE) Call 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 Automated Call Distribution (ACD) systems and applications. Experience working with Auto Attendant configurations and scripting. Experience with network hardware platforms, network-related protocols and software including OSI layers. Problem solving skills to quickly assess problems, evaluate options, make decisions and resolve problems. Ability to manage multiple projects simultaneously and meet deadlines. Understanding of implications of Call Center Services on all aspects of UCDH Hospital and clinical areas. Ability to communicate technical information to technical and non-technical personnel at various levels. Self-motivated and able to work independently and as part of a team. Demonstrated problem-solving skills for unique issues and problems. 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 technical experience with related technologies. Experience supporting, monitoring and maintaining large enterprise voice networks and applications (e.g., Cisco CUCM, Unity, UCCX, PCCE). Experience engineering and maintaining large Call Center software suites (e.g., Calabrio, 2Ring). Experience engineering and maintaining large Cisco VoIP UC management systems. Experience engineering and maintaining NEC Fusion PBX systems. Experience analyzing highly complex communication hardware and software systems with real-time impact on users. Experience with data analysis, data gathering, organizing and presenting information. Experience communicating technical information to both technical and non-technical personnel at various levels. Experience interpreting manuals to configure hardware or identify problem sources and take corrective action. Experience working independently and generating innovative solutions to problems. Experience managing large projects and meeting critical deadlines. Experience documenting technical systems, procedures and developing work plans. Advanced knowledge of professional communications and network systems for diverse assignments. Advanced knowledge of voice and data practices, with the ability to determine actions based on guidelines. Strong problem solving to independently resolve issues with defined parameters. Advanced understanding of network hardware platforms, OSI layer 2/3 concepts and related standards. Ability to analyze highly complex systems for real-time network impact. Advanced knowledge and experience with network management 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
A part of UCDH IT, Unified Communications provides planning and implementation activities for WAN, LAN, VoIP, Call Center technologies, Wireless, E-mail, Voicemail and Workstation services for the entire enterprise. The department provides leadership and support for cost-effective use of technology, 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 of voice and data networks. The engineer will resolve daily Call Center service issues in response to IT Operations Center alerts and escalations, potentially working with Security, project managers and staff to resolve 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 Benefits
Outstanding UC Davis benefits include health plans, dental and vision, leave, Holidays, paid time off, continuing education, professional development, WorkLife/Wellness programs, Employee Assistance, supplemental insurance options, student loan repayment programs, retirement options, and diversity/inclusion initiatives. See Benefits Summary pages for details and eligibility rules. UC Davis is an Equal Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. To view UC policies on anti-discrimination and related resources, visit the UC policy pages. The university encourages applicants to apply even if not meeting every qualification. Special Requirements
This is a critical position, employment contingent upon background check(s) and may include drug screening, medical clearance and functional capacity assessment This position is a mandated reporter under CANRA and UC policy; employment contingent on compliance with policies, procedures and training Note:
Misconduct Disclosure: Final candidates will need to disclose any misconduct-related findings within the last seven years as part of the employment process.
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