Senior Telecommunications Analyst

The VCU Telecommunications has an exciting opportunity for a Senior Telecommunications Analyst to join our team!

VCU combines learning, research, creativity, service and discovery with a commitment to inclusive excellence. Ranked by U.S. News as one of the 30 “most innovative” public universities in the country, VCU is a premier, urban, public research university home to multiple nationally ranked programs. Here your success is supported, and your career can thrive. VCU offers a robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave granted up front, retirement planning and savings options, tax-deferred annuity and cash match programs, generous tuition benefit, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more. Learn more about VCU’s benefits here.

VCU is committed to hiring veterans! VCU will add your military years of service to our leave plan. This may provide veterans with an increased leave accrual!

Position Summary

The Senior Telecommunications Analyst provides operational and implementation support of telecommunications services and performs routine to complex analysis related to aligning our telecommunications services with the ever changing University and VCU Health System’s operational and business requirements.

The work location for this exciting opportunity is virtual. The selected candidate will work primarily remotely with a preference to live in and work east coast time zone schedule.

Reviews complex business requirements; identifies and proposes the most appropriate telecommunications solution based on existing in-house capabilities including determining how existing solutions can be extended to the current requirement. If solutions do not exist in-house, this role will be responsible for investigating and proposing potential solutions.

Collaborate with and serve as the technical liaison between system users, vendors, university and health system IT Project managers, and network teams to maintain existing and implement new telecommunications services.

Informs management of critical issues that may affect clients or the infrastructure and provides recommendations for mitigation

Actively participates in departmental initiatives, adoption of new technologies, and implementation. Works with team members to test and implement solutions

Create, maintain, and update accurate technical documentation and training materials for users

Provide Tier II support with regard to troubleshooting and problem resolution

Provide 24×7 on-call rotation for after hours support and scheduled upgrades/maintenance as needed.

Manage large-scale telecommunication projects to meet project milestones and timelines

Work on Contact Center and Enterprise Voice Telecommunication services with duties that include documentation, implementation, and support. Perform special projects and other tasks as assigned.

Program functional design requirements for Avaya contact center technology

Travels to off-site locations as required

Minimum Qualifications

• Proven experience working in a consultative role using advanced problem-solving and analytical skills to implement, upgrade and support complex telecommunications applications and systems.

• Strong writing skills with demonstrated ability to collect, synthesize and analyze information. Also, experience writing and maintaining documentation.

• Comprehensive understanding of telecommunications concepts with hands-on experience programming PBX systems supporting VoIP, digital, and SIP endpoints; Avaya Aura Communications Manager 6.3 or higher preferred.

• Ability to demonstrate proficiency in spreadsheet, database, email, and word processing applications; working knowledge of Microsoft applications and Google mail preferred, Smartsheets a plus

• Demonstrated ability to work independently, takes initiative, problem solve, handle multiple tasks, prioritize daily responsibilities, and meet deadlines while working in a team-oriented environment focused on covering colleagues and sharing workload responsibilities as needed

• Demonstrated experience working in and fostering a diverse faculty, staff, and student environment or commitment to do so as a staff member at VCU

• Demonstrated ability to build and develop collaborative relationships with internal and external customers, vendors, and contractors in order to successfully meet project goals

• Demonstrated experience with contact center software, to include troubleshooting and problem-solving application issues; Avaya/Verint Workforce Engagement preferred

• Demonstrate advanced ability to solve problems by considering available information, prioritizing, and making timely decisions

• Ability to communicate effectively with technical and non-technical people; orally and in writing.

• Demonstrated ability to troubleshoot problems, think critically, recommend solutions, and be aware of costs

• Degree in telecommunications, information systems, or related field OR any equivalent combination of education, training, and/or experience that fulfills the requirements of the position

• Ability and willingness to work flexible hours based on business needs

Preferred Qualifications

• Experience working with Avaya Aura Communications Manager 6.3 or higher with Call Center Elite, Avaya Communications Manager Messaging or Avaya Aura Messaging, Avaya Call Management System (CMS), Avaya Callback Assist (CBA), Workforce Management (WFM) or Workforce Engagement (WFE) and Avaya Contact Recorder Advance (ACR-A).

• Extensive knowledge of Vectoring, Automatic Call Distribution (ACD), Queuing, and typing of Hunt Group/Skill as they relate to a medical/clinical environment.

• Telecommunications experience supporting a health care environment

• Experience using a telecommunications expense management system

Salary Range: $72,000 – $95,000

Position Details:

Department: Telecommunications Department
Employment Type: UF – University Employee FT
Restricted Status: No
FTE: 1
Exemption Status: Exempt

ORP Eligible: No

University Job Title: 24285 Sr Telecommunications Analyst 2