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Systems Engineer

Announcement

Details

Open Date 06/20/2016
Requisition Number PRN11557B
Job Title Systems Engineer
Working Title Systems Engineer
Job Grade F
FLSA Code Computer Employee
Patient Care Job Code? No
Standard Hours per Week 40 hours per week
Full Time or Part Time?
Shift
Work Schedule Summary

Monday to Friday; 8 am to 5 pm and additional hours may be required

VP Area
Department 00428 - UIT - Network & Comm. Srvs
Location
City
Type of Recruitment External Posting
Pay Rate Range $47,600 to $90,400 DOE
Close Date

NOTE: May close at anytime.
Open Until Filled

NOTE: May close at anytime.
Yes
Job Summary

Installs, configures, and maintains Avaya Aura IP PBX hardware and associated peripherals, operating systems and software such as Avaya Elite Multi-channel (EMC) Contact Center, CMS Reporting, Proactive Contact Dialer, Proactive Outreach Management and Call Recording Systems. Actively performs daily, routine and complex system administration/maintenance, including hardware and software upgrades, system recovery and performance tuning. Collaborates with Voice Systems team members and groups to identify and develop scalable network designs and solutions. Participates in conjunction with application stakeholders and ensures that all software patches are up to date. Maintains documentation of the environment, backup software management and hardware management, operating system hardening procedures, change management, work orders and is required to be on-call rotation. Works closely with other UIT teams including Telephone Technicians, Service Desk, Architecture, Security, Network Operations, Electronic Communications and Account Executives. This position will report to the Associate Director of Unified Communications Voice Systems.

Located in Salt Lake City, in the foothills of the Wasatch Mountains, the University of Utah is the flagship institution of the State of Utah’s system of higher education and a member of the PAC-12 Conference. Salt Lake City combines the amenities of a major metropolitan area of more than one million people with the friendliness and ease of living of a small, Western city. Seven major ski resorts are within an hour’s drive from campus, and opportunities to pursue activities from biking to hiking to fishing abound. Salt Lake is also home to the Utah Symphony and Opera, the Utah Ballet, several professional sports teams, and a wide range of other cultural and recreational activities.
University Information Technology, the central IT service provider for campus, reports to the Chief Information Officer and is responsible for many of the University of Utah’s most critical common IT resources including the campus network; the Campus Information Services (CIS) portal; UMail, telephone, and online collaboration services; high performance and research computing; information security; teaching and learning technologies; software licensing; and a host of other systems and applications. For more information about UIT visitUIT

Responsibilities

Installs, configures, and maintains Avaya Aura IP PBX hardware and associated peripherals, operating systems and software such as Avaya Elite Multi-channel (EMC) Contact Center, CMS Reporting, Proactive Contact Dialer, Proactive Outreach Management and Call Recording Systems. Actively performs daily, routine and complex system administration/maintenance, including hardware and software upgrades, system recovery and performance tuning. Collaborates with Voice Systems team members and groups to identify and develop scalable network designs and solutions. Participates in conjunction with application stakeholders and ensures that all software patches are up to date. Maintains documentation of the environment, backup software management and hardware management, operating system hardening procedures, change management, work orders and is required to be on-call rotation. Works closely with other UIT teams including Telephone Technicians, Service Desk, Architecture, Security, Network Operations, Electronic Communications and Account Executives. This position will report to the Associate Director of Unified Communications Voice Systems.

Minimum Qualifications

Requires a bachelor’s degree in area of specialty or equivalency and 2-4 years of experience in the field or in a related area.

Department Specific Qualifications:

Preferred minimum of 5 years’ experience working in a mission critical operation within an education and trauma one 24/7 hospital environment encompassing a large, complex high volume application environment.

Technical Skills:
• Ability to complete functional design requirements for all of the Avaya contact center technology.
• In-depth skills with Interactive Voice Response IVR and call flow visualization skills.
• Understanding and experience from both sides of the call and a logical flow to encapsulate the entire event from start to finish, smoothly and efficiently.
• Experience in building IVR flows (particularly visual IVR flows).
• Experience with speech recognition, vocabularies and building speech routing.
• Responsible for development and implementation of KPI’s, SLA’s and metrics.
• Responsible for maintenance and upgrades to all contact center technology and support tools (e.g. Scripts), reports, etc.
• Java
• Visio
• Configuration Management experience.
• Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences

• Thorough knowledge of telecommunications systems and operations
• Good understanding of data communications and network protocols such as Internet Protocol IP and their implementation
• Knowledge of Copper and Fiber Cable Standards
• Experience and or certifications with one or more of the following is preferred: Avaya Products IP Telephony, Session Manager, Enterprise Survivable Server ESS , Media Gateways, Communications Manager, CMS and or IQ, Interaction Center, Operational Analyst, Verint Call Recording, Integrated Management, Interactive Voice Response, SIP and Sessions Border Controllers
• Understanding of problem, change, performance, and service level management, from both an operations as well as a requirements perspective
• Strong interpersonal skills, strong oral and written communication skills, strong analytical abilities, strong organizational and prioritization skills and strong customer service skills
• Demonstrated ability to work in a dynamic and demanding environment
• Demonstrated ability to work in a team environment to achieve a common goal
• Advanced ability to solve problems by considering available information, prioritizing and making timely decisions correlating data using standard tools and approaches, spotting trends and applying sound risk management principles.
• Working with IT Operations as part of a bigger team
• Working as an effective team member to complete project components and assigned tasks.
• Excellent written and oral communication skills.
• Ability to work independently and in a team environment.
• Ability to pay attention to details and be organized.
• Ability to project professionalism over the phone and in person.
• Commitment to “internal client” and customer service principles.
• Ability to handle multiple tasks in a fast-paced environment.
• Willingness to take initiative and to follow through on projects.

Type Benefited Staff
Special Instructions Summary
Additional Information


The University of Utah is an Affirmative Action/Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, University of Utah policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.
To inquire about this posting, email: employment@utah.edu or call 801-581-2300. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. To request an accommodation or for further information about University AA/EO policies, please contact the Office of Equal Opportunity and Affirmative Action, 201 S. Presidents Cr., Rm 135, (801) 581-8365 (V/TDD), email: oeo@umail.utah.edu.


The University is a participating employer with Utah Retirement Systems (“URS”). To be eligible for retirement contributions, you must be hired into a benefit-eligible position. Certain new hires are automatically assigned to the URS retirement plan and other employees with prior URS service, may elect to enroll in the URS within 30 days of hire. Regardless of whether they are hired into a benefit-eligible position or not, individuals who previously retired and are receiving monthly retirement benefits from URS must notify the Benefits Department upon hire. Please contact Utah Retirement Systems at (801)366-7770 or (800)695-4877 or the University’s Benefits Department at (801)581-7447 for information.


This position may require the successful completion of a criminal background check and/or drug screen.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a related Bachelor's degree or equivalency? (2 years related work experience may be substituted for 1 year of education)
    • Yes
    • No

Applicant Documents

Required Documents
  1. Resume
Optional Documents
  1. Cover Letter
  2. Appropriate discharge document (such as a DD-214 – Member Copy 4) – Veteran Only – Call 801.581.2169
  3. Addendum to the University of Utah - Veteran Only - Call 801.581.2169 after submission