Advertising Summary: VCU Telecommunications Services is seeking an experienced
Senior Telecommunications Analyst to join our team. This position provides
advanced operational, technical, and implementation support for enterprise
voice, unified communications, contact center, and related telecom services
across VCU and VCU Health System.
Unit: Technology Services
Department: Telecommunications Services
Department Summary: Virginia Commonwealth University (VCU) Technology Services
is a central IT organization supporting the academic, research, and
administrative missions of the university. Technology Services provides
scalable, secure, and innovative technology solutions to all VCU units.
Duties & Responsibilities:
The Senior Telecommunications Analyst provides advanced operational, technical,
and implementation support for enterprise telecommunications services for VCU
and VCU Health. Serving as a senior technical resource, this position supports
enterprise voice, unified communications, contact center, and telecommunications
technologies while contributing to strategic initiatives, operational
excellence, service modernization, and continuous process improvement efforts.
The Senior Telecommunications Analyst performs routine to highly complex
analysis, planning, implementation, and troubleshooting activities to ensure
telecommunications services align with the evolving operational, research,
clinical, instructional, and business requirements of VCU and VCU Health.
Working closely with Information Technology teams, clinical departments,
academic units, vendors, and business stakeholders, the Senior
Telecommunications Analyst evaluates communication needs, recommends and
implements technology solutions, optimizes existing services, and supports the
delivery of resilient, scalable, and customer focused communications
capabilities across the enterprise.
This position may call for flexible hours based on business needs and includes
participation in a 24x7 rotating on-call support schedule. This position
supports occasional on-site meetings, customer engagements, scheduled system
upgrades, maintenance activities, and may require attendance for professional
development opportunities.
Minimum Qualifications
Bachelor’s degree in telecommunications, information technology, or a related
field, or an equivalent combination of education, training, and relevant
experience.
Experience working in a consultative technical role using advanced analytical
and problem-solving skills to implement, upgrade, and support complex
telecommunications applications and systems.
Demonstrated experience administering and supporting enterprise voice
telecommunications environments, including cloud-based voice platforms (e.g.,
RingCentral, C1CX, or similar), SIP, VoIP, and contact center technologies
(e.g., Five9 or similar).
Experience supporting and migrating from legacy/on-premises voice platforms
such as Avaya Aura Communications Manager is highly desirable, with the
ability to support hybrid environments during modernization initiatives.
Demonstrated ability to lead technical analysis, solution design, and
implementation activities for large-scale voice telecommunications and
Contact Center as a Service (CCaaS) modernization initiatives.
Strong understanding of telecommunications infrastructure, protocols, service
delivery models, and multi-location call routing and call distribution across
multiple voice switches
Proficiency with technology tools used for reporting, documentation,
communication, scheduling, coordination, and data analysis.
Exhibit strong written and verbal communication skills with the ability to
communicate effectively with technical and non-technical audiences, gather
requirements, and maintain productive stakeholder relationships.
Proven ability to collaborate with cross-functional teams including
engineering, networking, operations, business units, and external partners
during complex technology initiatives.
Experience developing and maintaining technical documentation, procedures,
standards, and operational materials.
Demonstrated ability to work independently, manage competing priorities, meet
deadlines, take initiative, and contribute effectively in a collaborative
team environment.
Demonstrated ability to work in and foster an environment of respect,
professionalism and civility with a population of faculty, staff, and
students from all backgrounds and experiences, or a commitment to do so as a
staff member at VCU.
Preferred Qualifications
Advanced experience troubleshooting and configuring enterprise voice and
contact center technologies. Experience with Avaya enterprise voice systems,
including SIP, H.323, Digital, and Analog technologies is highly preferred.
Experience supporting telecommunications services within a university or
healthcare operational environment.
Experience supporting Avaya voice and contact center applications, including
Avaya Aura platform components, session management and border control
technologies, workforce optimization solutions, call recording, callback, and
voicemail systems.
Knowledge of voice related CTI integrations for healthcare applications
(e.g., Spok, Ascom).
Experience using telecommunications expense management software (billing,
incidents, service orders, inventory).
Experience with API based integrations in a cloud communications environment
(e.g., Epic).
Salary Range: $80,000- $108,000
Benefits: All full-time university staff are eligible for VCU’s robust benefits
[https://hr.vcu.edu/benefits/] package that includes comprehensive health
benefits, paid annual and holiday leave, generous tuition benefits, retirement
planning and savings options, tax-deferred annuity and cash match programs,
employee discounts, well-being resources, abundant opportunities for career
development and advancement, and more.
FLSA Exemption Status: Exempt
Hours per Week: 40
Restricted Position: No
ORP Eligible: No
Flexible Work Arrangement: Fully Remote
University Job Title: 24285N - Sr Telecommunications Analyst 2 -3
Contact Information:
Contact Name: Mary Teller
Contact Email mkteller@vcu.edu