VoIP Solutions Engineer 2

Temple University's ITS Department is searching for a VoIP Solutions Engineer 2!

Position Summary

The VoIP Solutions Engineer 2 position in Temple University Telecommunications department is responsible for providing technical support for the University's voice communications systems and services. Including Voice over IP (VoIP) telephones, analog telephone lines, voicemail, call center applications, recording systems, and the Microsoft Teams app for calling. Service requests range from individual services to entire departments. Responsible for all VoIP service and support requests from receipt through scheduled completion, including work order assignment, processing, scheduling, resource coordination, and billing.

In this role, the incumbent will act as a consultant when working with departments or individuals to determine their VoIP needs. The incumbent will meet directly with department personnel for the design and implementation of specialized telephony services, including Automatic Call Distribution (ACD), Interactive Voice Response (IVR), enhanced call processing, Microsoft Teams Direct Calling, Call Center Applications, and calling campaigns.

The VoIP Solutions Engineer 2 will develop Call Center applications and calling campaigns as requested by departments, serve as first point of VoIP related inquiries or department escalations and audit backend systems to ensure data integrity.

The incumbent will meet with analysts, VoIP engineers and architects, and project managers as needed regarding VoIP requests and data audits. Daily interaction with Telecom Engineers, vendors and departments on all Temple University campuses and satellite locations. This role requires a strong aptitude for IT and customer support, along with a basic understanding of VoIP telephony. Performs other duties as assigned.

This position requires a background check: Personal Identifiable Information (PII)

Required Education and Experience:

*Bachelor's degree and at least 3 years of experience in IT and/or telecommunications, particularly in acustomer service/support role.

*Proven experience with data analysis and/or auditing.

*Experience providing training to end users and departments in the use of VoIP telephones, voicemail, online tools and VoIP applications.

*Familiarity and experience with Linux and Windows server administration.

*An equivalent combination of education and experience

Required Skills & Abilities:

* Intermediate knowledge and experience with any of the following: Pinnacle, BMC Helix, TeamDynamix, Telecom Bridge, PBX systems

Intermediate knowledge and experience with cloud or on-premises Automatic Call Distributor (ACD) systems, and call center/IVR platforms, such as Genesys.

* Knowledge of the installation, repair and maintenance of conventional and wireless telecommunication equipment, wiring, hardware and software.

* Basic understanding of the SIP stack and all protocols supporting a modern VoIP platform running on Linux operating systems.

* Understanding of TCP/IP including, IP Addressing, Sub-netting, Virtual LANS (VLANS), Domain Name Service, (DNS) Dynamic Host Configuration Protocol. (DHCP).

* Must be proficient in the use of Microsoft Office suite of programs, including Excel, Word and Visio.

* Demonstrated ability to work effectively with others using interpersonal skills and self-awareness; manages interactions with others in a manner that is constructive, engaging and encourages a team spirit within Telecommunications/Network Services.

* Demonstrated verbal and written communication skills along with the ability to effectively interact with a diverse group of individuals.

* Interact with people in a professional manner, find solutions for customers with assistance from others; be part of a delivery team.

* Ability to learn new technology quickly and provide good customer support.

* Ability to generate successful approaches to addressing problems that arise each day; works with other Telecom staff to operationalize these approaches.

* Ability to build relationships with clients; know how to collect requirements and document-use cases and processes.

* Takes initiative to learn the environment, understand the systems, internal ITS process and procedures.

* Demonstrated ability to manage multiple projects simultaneously, and prioritize their tasks with efficient resource allocation, while maintaining the flexibility to adapt to changing workflows.

* Ability to apply time management skills and manage your own projects with minimal supervision.

* Ability to work nights and/or weekends occasionally to assist with system upgrades.

* Strong customer service skills.

* Strong organizational skills and attention to detail.

Preferred Skills & Abilities:

* Experience with configuring and maintaining VoIP gateways.

This position is assigned a Hybrid arrangement

Temple University is committed to a policy of equal opportunity for all in every aspect of its operations, including employment, service, and educational programs. The University has pledged not to discriminate on the basis of age, color, disability, marital status, national origin or ethnic origin, race, religion, sex (including pregnancy), sexual orientation, gender identity, genetic information or veteran status.

Compliance Statement: In the performance of their functions as detailed in the position description employees have an obligation to avoid ethical, legal, financial and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and be in compliance with applicable laws, University and employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact.

Temple University's Annual Security and Fire Safety Report contains statistics, policies, and procedures related to campus safety. Go here to review: https://safety.temple.edu/reports-logs/annualsecurity-report You may request a copy of the report by calling Temple University's Campus Safety Services at 215- 204-7900.

Become a part of the Temple family and you will have access to the following:

Full medical, dental, vision coverage

Paid time off

11 Paid Holidays

Tuition remission - eligible employees and their dependents can obtain a degree TUITION FREE

A generous retirement plan and so much more!

T Grade: T27

Salary Range: $58,850 - $85,000

A variety of important factors are reviewed by HR when considering salary, including job duties, the applicant's education and experience, all relevant internal equity considerations, department budget, and funding source.