Senior Voice Support Specialist

About the role

IT Services (ITS) collaborates with campus partners to support the University of Chicago and UChicago Medicine's mission through high-quality technology solutions and services. This role supports and enables faculty research and teaching, simplifies the technology experience for all users, and manages technology risks.

Responsibilities

• Leads and coordinates large-scale, complex projects for University voice systems, such as office moves, new construction, and major upgrades.
• Serves as a key contributor on cross-functional teams, coordinating with colleagues from IT Services, administration, clinical departments, and external vendors.
• Provides user training, first-day support, and ongoing technical guidance for rollouts and upgrades.
• Audits and evaluates legacy circuits and services for migration or decommissioning.
• Coordinates with vendors, such as AT&T, to port phone numbers to modern systems, verifies completion prior to circuit cancellation, and reports outcomes and cost savings to leadership.
• Optimizes licensing to minimize costs while satisfying user needs.
• Documents and reports progress and outcomes for voice initiatives.
• Delivers Tier 2 and occasional Tier 3 support for enterprise voice technologies, including Cisco Call Manager, Unity Voicemail, UCCX, and Finesse.
• Serves as an escalation point for customer issues, using tools like ServiceNow for ticket management.
• Diagnoses and resolves complex technical issues affecting enterprise voice systems, using advanced troubleshooting and escalating to leadership, Voice Engineers, or vendors as warranted, while documenting resolutions.
• Collaborates with Service Desk teams for ticket entry, triage, and support.
• Serves as a technical resource to colleagues and leadership.
• Manages user setup, maintenance, and deprovisioning for voice systems.
• Standardizes configuration on telecom devices and systems, ensuring accurate user data, including location for 911 services.
• Monitors system configuration and modifications to decrease user issues.
• Documents processes, configurations, and system elements for team use and compliance.
• Ensures confidentiality, security, and compliance with institutional policies.
• Solves complex problems in voicemail and standard voice services based on user need and technology.
• Maintains optimum cellular services for University users.
• Acts as a resource for students or other targeted clients.
• Designs marketing materials of General Services for targeted clients and verifies that all public documentation is accurate and updated.
• Performs other related work as needed.

Requirements

Minimum requirements include a college or university degree in related field and 5-7 years of work experience in a related job discipline. Certification in Cisco, telephony, or unified communications is preferred.

Qualifications

• Proficiency working with Cisco Unified Communication technologies, including Call Manager, Unity voicemail, UCCX, and Finesse.
• Familiarity with using service management tools, such as ServiceNow.
• Advanced troubleshooting and analytical skills related to voice and unified communications platforms.
• Adherence to all relevant compliance requirements, including HIPAA, PCI, and FERPA regulations, to protect patient, payment, and student data.

Skills

• Skilled at gathering requirements, coordinating implementation, delivering training, and supporting complex, large-scale voice projects.
• Collaborate effectively with project managers, department leaders, stakeholders, and technical teams.
• Strong communication and customer service abilities, including stakeholder management and technical training.
• Capable of working independently, managing competing priorities, and proactively solving problems in a dynamic environment.
• Strong organizational skills with attention to detail and follow-through.
• Self-motivated and work effectively with minimal supervision.

Benefits

The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.