Communication and Network Technical Analyst 4 VoIP

#CA-FT

The Comm and Network Technical Analyst IV VoIP (Call Center) Engineer possesses knowledge and skills of subordinate Comm and Network Technical staff Grades 1 through 3, plus the following additional: Under general direction, the Call Center Engineer is the recognized expert in VoIP (ACD) network support services of UCDH.

The Call Center Engineer has responsibility for enterprise-wide voice and data network design. The Call Center Engineer must have the knowledge, skills and abilities to make decisions that broadly affect strategic initiative for the entire UCDH. The Call Center Engineer has principal responsibility for 24 hour, seven day operation of all Call Center systems at UCDH.

The Call Center Engineer is recognized as a technical professional in the area of architecture, design, configuration, installation, maintenance and troubleshooting of Call Center technologies. The Call Center Engineer provides technical leadership with a high degree of knowledge in the overall field and recognized expertise in specific areas; problem-solving frequently requires analysis of unique issues/problems without precedent and /or structure.

The Call Center Engineer may manage programs that include formulating strategies and administrating policies, processes, and resources, functions with a high degree of 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 lead deployment efforts.

The Call Center Engineer will be required to work with internal departments and external vendors to develop voice and data network solution requirements during the scope definition of all projects. Work with internal departments and external vendors to develop technical solutions during design phases. Incumbent applies advanced professional communications concepts, industry practices and relevant policies, procedures and objectives to resolve highly complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. The Call Center Engineer determines methods, techniques and evaluation to obtain results.

Apply By Date: February 2, 2025 at 11:59pm. Selection activities may start at any time.

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 and 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 Automated Call Distribution (ACD) systems and applications.
• Experience working with Auto Attendant configurations and writing of scripts to support departmental requests.
• Experience with Network hardware platforms, Network related protocols and Software including understanding of OSI layers.
• Experience and problem solving skills to quickly assess problems, evaluate options, make a decision and resolve problems.
• Experience and organizational skills to manage multiple projects simultaneously.
• Understands implications of Call Center Services on all aspects of UCDH Hospital and Clinical areas.
• Clearly understands Call Center services and network needs of the organization and has skills needed to address those needs.
• Demonstrated ability to gather, organize and analyze data in the completion of a variety of functional assignments.
• Able to learn effectively and meet deadlines.
• Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Self-motivated and works independently and as part of a team.
• Demonstrated problem-solving skills of unique issues and problems.

Preferred Qualifications

• Certifications in related Call Center technologies and or 5 or more years of technical experience working with related technologies
• Bachelor's degree in a related Call Center technical area.
• 10 or more years of technical experience working with related technologies.
• Experience supporting, monitoring and maintenance of large enterprise voice network and applications such as Cisco Call Manager (CUCM), Cisco Unity Voice Messaging, Cisco UCCX Automated Call system, Cisco PCCE ACD.
• Experience engineering and maintaining a large Call Center software suites (i.e. Calabrio, 2Ring) containing Call Recording, Workforce Management, Quality Management and Reporting modules.
• Experience engineering and maintaining a large Cisco VoIP Unified Communications management system.
• Experience engineering and maintaining a large NEC Fusion Private Branch Exchange (PBX) telephone systems.
• Experience analyzing highly complex communication hardware and software systems and maintaining a real-time resource that impacts campus/medical center/ OP-wide network users.
• Experience using problem-solving skills and techniques to resolve unique issues and problems.
• Experience gathering, organizing and analyze data in the completion of a variety of functional assignments.
• Experience in communicating technical information to technical & non-technical personnel at various levels in the organization.
• Experience in interpreting manuals to configure hardware or identify the source of a problem and take corrective action.
• Experience in working independently and generating innovative solutions to problems.
• Experience in managing large projects and meeting critical deadlines.
• Experience in documenting technical systems, procedures and developing work plans.
• Advanced knowledge of professional communications and network systems in the completion of diverse assignments.
• Advanced knowledge of the practices and techniques of the voice and data field and the ability to determine a course of action based on guidelines.
• Has highly developed problem solving skills to independently resolve issues using defined parameters and technical expertise.
• In-depth, advanced understanding of various network hardware platforms, network related protocols and software including understanding of OSI layer 2 and 3 protocols at a complex level and related technical standards critical to the operation of interconnected networks.
• Demonstrated ability to analyze highly complex communication hardware and software systems for maintaining a real-time resource that impacts campus / medical center / OP-wide network users.
• Advanced knowledge and experience working 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 (UC) provides planning and implementation activities that delivers Wide Area Network (WAN), Local Area Network (LAN), VoIP, Call Center technologies, Wireless, E-mail, Voicemail and Workstation service for the entire UCDH enterprise. In response to institutional requirements, the department provides technological leadership and support for the cost-effective use of computers, software, telecommunications, email and networking to include 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 Call Center Engineer will be responsible for resolving daily Call Center services issues in response to IT Operations Center alerts and escalations. This may involve working with Security Team, project managers and other staff in order to resolve a multitude of 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

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here
* UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff

Physical Demands

• Standing - Frequent 3 to 6 Hours
• Walking - Frequent 3 to 6 Hours
• Sitting - Occasional Up to 3 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Lifting/Carrying 26-50 lbs - Occasional Up to 3 Hours
• Lifting/Carrying over 50 lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 26-50 lbs - Occasional Up to 3 Hours
• Pushing/Pulling over 50 lbs - Occasional Up to 3 Hours
• Bending/Stooping - Frequent 3 to 6 Hours
• Squatting/Kneeling - Occasional Up to 3 Hours
• Twisting - Occasional Up to 3 Hours
• Climbing (e.g., stairs or ladders) - Occasional Up to 3 Hours
• Reaching overhead - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Occasional Up to 3 Hours

Environmental Demands

• Chemicals, dust, gases, or fumes - Occasional Up to 3 Hours
• Loud noise levels - Frequent 3 to 6 Hours
• Marked changes in humidity or temperature - Frequent 3 to 6 Hours
• Microwave/Radiation - Occasional Up to 3 Hours
• Operating motor vehicles and/or equipment - Occasional Up to 3 Hours
• Extreme Temperatures - Occasional Up to 3 Hours
• Uneven Surfaces or Elevations - Frequent 3 to 6 Hours

Mental Demands

• Sustained attention and concentration - Continuous 6 to 8+ Hours
• Complex problem solving/reasoning - Continuous 6 to 8+ Hours
• Ability to organize & prioritize - Continuous 6 to 8+ Hours
• Communication skills - Continuous 6 to 8+ Hours
• Numerical skills - Occasional Up to 3 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Occasional Up to 3 Hours
• Multiple Concurrent Tasks - Occasional Up to 3 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Must be able to work extra hours (nights and weekends) if important development is behind schedule or the correction of problems with operational systems is considered critical. Must be available for 24-hour a day on-call rotation.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment
• This position is designated as a mandated reporter under CANRA and UC policy, and employment is contingent on compliance with applicable policies, procedures and training requirements

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here. As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected. The University of California, Davis is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification. Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role! Don't meet all the requirements? We still encourage you to apply! #YouBelongHere

To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks