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The Telecommunications Engineer at UMCU will be responsible for maintaining the organization’s telecommunications systems and associated networks which includes designing and implementing appropriate architecture for VoIP and digital telephony systems to meet customer needs. Includes analyzing, troubleshooting and resolving voice, video and telecommunication systems issues. Assists management with analyzing data and recommending appropriate solutions to maintain expected service levels. This position will also provide ongoing support to ensure all telecommunications software, telephone lines, equipment and applications are working properly and efficiently. Ongoing responsibilities include maintaining knowledge of industry standards and trends. This is critical for researching, developing and implementing new systems/process, providing continuous enhancement of the current systems as well as administering special projects.
What else you’ll be doing in this role:
- Act as the subject matter expert on UMCU’s phone systems and related network and circuit components of the infrastructure.
- Plan and recommend call/contact center hardware, software and architecture for emerging technology. Designs and implements configurations for VoIP and digital telephony installations.
- Translate organization and end user requirements and implement solutions using existing telecommunications/voice/computer technology to meet their needs.
- Responsible for the administration and continuous support of UMCU’s phone system including call routing, queue design and menu changes. Includes management and configuration of the dashboard and reporting system.
- Perform daily monitoring and administration of all VoIP Infrastructure; determine growth patterns of usage and general activity to meet service level expectations. Provides solutions to meet key organizational objectives.
- Analyze telecommunications data, reports, metrics and dashboard and provides system reports and verbal updates. Responsible for the uptime of the phone system and connectivity to the host system. Provide performance reporting to leadership and makes recommendations as appropriate.
- Work on complex problems where analysis of situations require in-depth evaluation of various factors within phone system and network. Recommends and resolves problems with leadership.
- Manage UMCU’s patching process for systems. Coordinate with IT Systems team for patches that involve software on PCs where necessary.
- Train end-users on usability and functionality of newly deployed services and features.
- Determine requirements for new circuit installations and manage vendor performance.
- Maintain documentation of infrastructure and document changes to infrastructure
- Provide detailed RFO (Reason for Outage) as it pertains to carrier outages, dropped calls, etc.
- Collaborates closely with eBranch, IT and other departments as needed including assisting with various network projects. Provide support for external projects that have phone, video and/or audio components.
What you’ll need for this role:
- An Associate’s Degree in Communication Science or current telecommunication certificates or equivalent 5+ years of experience in a Call Center environment required.
- Extensive understanding of Cisco Call Manager environment required.
- Extensive understanding of telephony technologies required, including LAN, WAN/SD-WAN, VoIP, PRI, SIP, Hosted VoIP, voice, cabling, data circuits, cellular, etc.
- Extensive understanding of PBX, routers, switches
- Basic knowledge of networking and subnetting required
- Understanding of carrier telecommunications services.
- Experience with LD, least cost routing, carrier billing
- Experience with phone and data testing equipment
- Ability to communicate technology in non-technical terms
- Solid analytical and problem solving abilities.
- Excellent verbal and written communications skills.
- The ability to effectively interface and collaborate with IT and Contact Center team members.
- Assist in short and long term goals consistent with department standards and company wide strategic planning.
- Proficiency in Word, Outlook, Excel
What’s in it for you!
- UMCU offers generous medical, dental, vision, 401k, short and long term disability, parental leave and plenty of amazing perks! OUr benefits program is hard to beat!
- Plenty of paid time off including personal time, sick, vacation and even give back time to volunteer in the community…you even get your birthday off!
- Tuition reimbursement and a student loan debt repayment program
- Be part of a fast growing organization that gives back to the community it serves
- UMCU was recently name one of Michigan’s top workplaces by the Detroit Free Presses Top Workplace Awards Program as well as the Best and Brightest Top Workplaces
