Senior Telecommunications Specialist

Washington University in St. Louis; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a skilled Telecommunication Services Coordinator to lead a dynamic team in providing voice and telephony services on campus. This role involves overseeing daily operations, ensuring adherence to service standards, and coordinating with various stakeholders to deliver top-notch telecommunications solutions. You will leverage your expertise in IP telephony and legacy systems to enhance service delivery and train staff. Join a forward-thinking institution that values diversity and offers generous benefits, including vacation time, health insurance, and educational opportunities for you and your family.

Benefits

Up to 22 days of vacation

Competitive health insurance packages

Free Metro transit U-Pass

403(b) Retirement Savings Plan

Caregiver leave

Tuition coverage for employees and family

Qualifications

• 3+ years of relevant experience in telecommunications and supervisory roles.
• Associate degree or equivalent experience required.

Responsibilities

• Lead and coach Telecommunications team for high-quality service delivery.
• Coordinate work orders and service delivery with vendors and IT groups.

Skills

Supervisory Management

Telecommunications

Adaptability

Analytical Problem Solving

Call Center Management

Communication

Time Management

IP Telephony

Legacy Systems

Multitasking

Education

Associate degree

Bachelor's degree

Tools

Telemanagement system

Microsoft Office

Job description

Scheduled Hours 40 Position Summary Under direction of the Assistant Director of Telecommunication Services, this technical position will utilize advanced knowledge of telephony and basic understanding of network and network components to provide coordination and direction to members of the Telecommunication Services team for delivery of voice and voice related services to the Danforth campus. This position will also participate in design, development and programming of high level voice applications using IP telephony and legacy voice systems to ensure that University business units achieve their service objectives and initiatives. Responsible for all day-to-day activities of Telecommunication Services in absence of Assistant Director.

Job Description

Primary Duties & Responsibilities:

1. Leadership

• Using experience and interpersonal skills, coach team members to ensure consistent high quality performance.
• Ensure adherence to departmental standards.
• Provide direction, training and guidance for less experienced staff.
• Work with Telecommunications staff to ensure project objectives are being achieved.
• Responsible for all day-to-day activities of Telecommunication Services in absence of Assistant Director.
• Provide feedback on employee performance for annual review process.

2. Coordination

• Coordinate daily and long term work order and trouble ticket activity to ensure timely delivery of Telecommunications services.
• Coordinate work order activity with other Washington University IT service delivery groups.
• Coordinate service delivery by telecommunications vendors.
• Escalate service issues with vendors when service level agreements are not being met.

3. Quality Assurance

• Participate in development of Telecom work flow processes, best practices and associated documentation.
• Participate in development of end user Telecom training materials and website content.
• Serve as a key team member in all phases of projects from design to testing and implementation.

4. Service Delivery

• Use advanced knowledge of IP telephony, legacy voice systems and basic knowledge of network and network components consults with University business units to determine functional requirements and specifications for design and implementation of voice services.
• Perform high level technical programming on IP telephony, legacy telephone system, call center management and voice mail systems for moves/adds/changes and advanced automated attendants.
• Utilize telemanagement system for work order processing, call costing, cable management, billing and accounting purposes.
• Employ advanced knowledge of telephone, voice mail and Telecommunications management information systems and working knowledge of network components to provide level two triage and problem resolution for in depth service issues.
• Provide end user training for telephone, call center and voice mail applications.
• Ensure all Telecom service level agreements are being met with regard to work orders and trouble resolution.
• Coordinate service for University blue light security system; ensure that all blue light security system documentation is being maintained and distributed to proper University business units.
• Analyze system data for fraud detection.
• Provide call activity reports as requested.

5. Perform other duties as assigned.

Working Conditions:
Job Location/Working Conditions

• normal office environment at desk or table

Physical Effort

• repetitive wrist, hand or finger movement for keyboarding

Equipment

• office equipment

Required Qualifications

Education:

Associate degree or combination of education and experience may substitute for minimum education.

Certifications:

No specific certification is required for this position.

Work Experience:

Relevant Experience (3 Years)

Skills:

Supervisory Management, Telecommunications

Driver's License:

A driver's license is not required for this position.

Preferred Qualifications

• Certification in IP telephony.

REQUIRED LICENSURE/CERTIFICATION/REGISTRATION:
Telephony switch certification.

Preferred Qualifications

Education:

Bachelor's degree

Certifications:

No additional certification beyond what is stated in the Required Qualifications section.

Work Experience:

Higher Education (2 Years)

Skills:

Adaptability, Analytical Problem Solving, Call Center Management, Call Management Systems, Client Calls, Communication, Deadline Management, Fast-Paced Environments, High Accuracy, High Reliability, IP Telephony, Leadership, Learning New Technologies, Legacy Systems, Microsoft Office, Multitasking, Network Components, Task-Oriented, Telecommunication Systems, Time Management

Grade G11-H Salary Range Base pay is commensurate with experience. The salary range reflects base salaries paid for positions in a given job grade across the University. Individual rates within the range will be determined by factors including one's qualifications and performance, equity with others in the department, market rates for positions within the same grade and department budget.

Questions

For frequently asked questions about the application process, please refer to our External Applicant FAQ.

Accommodation

If you are unable to use our online application system and would like an accommodation, please email [e-mail] or call the dedicated accommodation inquiry number at 314-935-1149 and leave a voicemail with the nature of your request.

All qualified individuals must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Pre-Employment Screening

All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. The screenings will include criminal background check and, as applicable for the position, other background checks, drug screen, an employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.

Benefits Statement

Personal

• Up to 22 days of vacation, 10 recognized holidays, and sick time.
• Competitive health insurance packages with priority appointments and lower copays/coinsurance.
• Take advantage of our free Metro transit U-Pass for eligible employees.
• WashU provides eligible employees with a defined contribution (403(b)) Retirement Savings Plan, which combines employee contributions and university contributions starting at 7%.

Wellness

• Wellness challenges, annual health screenings, mental health resources, mindfulness programs and courses, employee assistance program (EAP), financial resources, access to dietitians, and more!

Family

• We offer 4 weeks of caregiver leave to bond with your new child. Family care resources are also available for your continued childcare needs. Need adult care? We’ve got you covered.
• WashU covers the cost of tuition for you and your family, including dependent undergraduate-level college tuition up to 100% at WashU and 40% elsewhere after seven years with us.

For policies, detailed benefits, and eligibility, please visit: https://hr.wustl.edu/benefits/

EEO/AA Statement

Washington University in St. Louis is committed to the principles and practices of equal employment opportunity and especially encourages applications by those from underrepresented groups. It is the University’s policy to provide equal opportunity and access to persons in all job titles without regard to race, ethnicity, color, national origin, age, religion, sex, sexual orientation, gender identity or expression, disability, protected veteran status, or genetic information.

Diversity Statement

Washington University is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – fostering respect for all and welcoming individuals from diverse backgrounds, experiences and perspectives. Individuals with a commitment to these values are encouraged to apply.