Sr UC Analyst

Summary

Under the direction of the Manager of IS Infrastructure and general supervision of lead staff, the incumbent is a senior technical resource involved in the build, deployment, and operational management of the enterprise unified communications infrastructure, systems and endpoints within Brown University Health. This senior analyst role is actively involved in the support of Brown University Health’s unified communications infrastructure and systems providing voice services (IP telephony, analog, and voicemail services), unified communications applications, and customer contact center technologies and solutions. This role provides on-site field support to include operational support and project implementation services across the enterprise and remote sites.

Responsibilities

• Build and deploy enterprise unified communications infrastructure, systems and endpoints.
• Provision unified communications services.
• Provision traditional analog services and VOIP services.
• Provide end user telephony support.
• Perform moves, adds and changes.
• Configure, install and troubleshoot VOIP and analog phone sets.
• Create and configure voice mailbox.
• Support Call Center telephony infrastructure and services.
• Collaborate with staff on assigned projects.
• Support maintenance activities.
• Perform proactive monitoring of the infrastructure and systems.
• Maintain infrastructure support documentation.
• Maintain hardware inventories of telecommunications equipment and assets.
• Create and maintain telecommunication documentation.
• Build knowledge and technical skill with supported systems.
• Provide off-hours on call coverage (potentially including weekends and holidays) as required.
• Mentor junior staff and provide training to staff members of the team.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Electrical Engineering, IS, or related field preferred.
• Current certification in Cisco Voice (CCENT, CCT) and other relevant technologies a plus.
• Solid understanding of telephony, TDM, VOIP, voice gateways IP, network technologies and protocols.
• Six years increasingly responsible related work experience in telephony voice systems including at least four years of related experience with VOIP and unified communications systems.