American University
Get to Know American University
At American University we value open and honest inquiry, servant leadership, and the affirmation of the human dignity of all. We envision a thriving AU community where individuals of all identities and experiences are understood, appreciated, and fully included, and where equitable treatment, opportunities, and outcomes prevail.
Our diverse community of students, faculty, and staff represent every state and more than 150 countries. Our internationally recognized faculty are today’s thought leaders in the areas of public policy, law, the arts, communications, international development, and more. Our staff are innovative, service-oriented, and dedicated to moving the university towards achieving its strategic goals. We are committed to an excellent experience for all of our students, faculty and staff and share a passion for creating change through our knowledge and our work.
Learn more about American University by clicking here .
Summary/Objective
This position is responsible for the operation, management, maintenance, and upgrade of three Avaya PBX’s and associated signaling servers for the main campus and two off campus buildings including the main campus PBX connections to multiple remote locations and the University WAN connections. Additionally, this position is responsible for the operation of the Cisco Unified Communications platform, multiple messaging servers and contact centers including the provision of reports as required. This position requires minimal supervision.
This position reports directly to the Communications Service Manager. This position plays a large role in the operation and maintenance of the University phone, voice messaging, WAN, and microwave systems, and associated projects and activities including coordination with other teams within the Office of Information Technology, as well as with all other departments on campus to ensure the technological needs of the university are met.
Essential Functions
VoIP Deployment and Administration – Configure, test and deploy the VoIP system to replace the Avaya PBX system including evaluation of software solutions to provide soft phone services (e.g. Microsoft Teams) and roll out VoIP handsets, Cisco soft phones and advanced calling features, and migration of analog lines to Cisco gateways.
Maintain Telecommunications Infrastructure – Oversee the maintenance and upgrades to telecommunications infrastructure including both PBX and VoIP systems. Provide basic setup, administration, and operations, including interfacing to long distance and local carriers, gathering and interpreting traffic information to create cost optimized call routing rules.
Service Provisioning and Administration – Provision and maintain user telephony services including physical phone handsets, calling features, soft phones, and voice mail. This includes telephone users and outside vendor facilities connected to AU equipment.
Contact Center Support – Provide support to call centers on campus as well as help customers interpret reporting tools on system. Make changes to scripts associated with queues as needed.
Assist with adding and disconnecting voice related facilities when appropriate and reflect changes in the departmental databases.
Attend customer meetings to assist with requests and implementation of those requests.
Work Environment
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Some evening and weekend work required. Candidate must be willing to experience interrupted nights and weekends.
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Occasional travel required.
Position Type/Expected Hours of Work
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Full Time
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Team Leader/Consultant B
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Exempt
Salary Range
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Commensurate with experience.
Required Education and Experience
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Bachelor’s degree or equivalent in education, training, & experience in a technically-related field.
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5-8 years of relevant experience
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At least 10 years of experience in telecommunications administration required.
Preferred Education and Experience
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Industry or vendor certifications related to Avaya/Nortel or Cisco VoIP strongly preferred.
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8-10 years of relevant experience
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Knowledge and administration of WAN technologies such as T-1, T-3, OC-3, ISDN, microwave, point-to-point, wireless, and VoIP using the latest technology and security solutions also preferred.
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Strong problem-solving skills with well-organized and structured work habits desired. Quick and concise written and oral communication skills are essential to maintain coordination with elements of the department, the University, and vendors.
Additional Eligibility Qualifications
Benefits
AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University’s unique benefit options .
Current American University Employees
If you are a current employee at American University, please log into AsuccessfulU through the myAU portal . Once in AsuccessfulU, please select the Careers tile which will take you to our internal career page.
Contact Us
For more information or assistance with the American University careers site, email [email protected] .
American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively “Protected Bases”) in its programs and activities.
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