Sr. Telecommunications Analyst

Virginia Commonwealth University; Richmond (VA); On-site; USD 80,000 - 108,000; Full time

Benefits offered by this job

Health benefits

Tuition benefits

Retirement options

Job summary

Virginia Commonwealth University (VCU) Technology Services seeks a Senior Telecommunications Analyst to provide advanced support for enterprise voice, unified communications, contact centers, and related telecom services across VCU and VCU Health System.

The role requires leading technical analysis, designing solutions, and implementing modernization initiatives while collaborating with cross-functional teams in a 24x7 on-call environment.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Experience in consultative technical roles implementing telecommunications systems.
• Experience administering enterprise voice environments, including cloud platforms and CCaaS.

Responsibilities

• Provide advanced operational, technical, and implementation support for enterprise telecommunications services.
• Serve as a senior technical resource for enterprise voice, unified communications, and CCaaS modernization initiatives.
• Lead technical analysis, solution design, and implementation activities for large-scale telecom projects.
• Collaborate with IT, clinical, and business stakeholders to deliver scalable communications capabilities.

Skills

Enterprise voice

Unified communications

Contact center

Analytical thinking

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in telecommunications, information technology, or related field

Tools

RingCentral

C1CX

Five9

Avaya Aura

Job description

Advertising Summary:

VCU Telecommunications Services isseeking an experienced Senior Telecommunications Analyst to joinour team. This position provides advanced operational, technical,and implementation support for enterprise voice, unifiedcommunications, contact center, and related telecom services acrossVCU and VCU Health System.

Unit:

Technology Services

Department:

Telecommunications Services

Department Summary:

Virginia Commonwealth University(VCU) Technology Services is a central IT organization supportingthe academic, research, and administrative missions of theuniversity. Technology Services provides scalable, secure, andinnovative technology solutions to all VCU units.

Duties & Responsibilities:

The Senior Telecommunications Analyst provides advancedoperational, technical, and implementation support for enterprisetelecommunications services for VCU and VCU Health. Serving as asenior technical resource, this position supports enterprise voice,unified communications, contact center, and telecommunicationstechnologies while contributing to strategic initiatives,operational excellence, service modernization, and continuousprocess improvement efforts.

The Senior Telecommunications Analyst performs routine to highlycomplex analysis, planning, implementation, and troubleshootingactivities to ensure telecommunications services align with theevolving operational, research, clinical, instructional, andbusiness requirements of VCU and VCU Health. Working closely withInformation Technology teams, clinical departments, academic units,vendors, and business stakeholders, the Senior TelecommunicationsAnalyst evaluates communication needs, recommends and implementstechnology solutions, optimizes existing services, and supports thedelivery of resilient, scalable, and customer focusedcommunications capabilities across the enterprise.

This position may call for flexible hours based on business needsand includes participation in a 24x7 rotating on-call supportschedule. This position supports occasional on-site meetings,customer engagements, scheduled system upgrades, maintenanceactivities, and may require attendance for professional developmentopportunities.

Minimum Qualifications

• Bachelor’s degree in telecommunications, informationtechnology, or a related field, or an equivalent combination ofeducation, training, and relevant experience.
• Experience working in a consultative technical role usingadvanced analytical and problem-solving skills to implement,upgrade, and support complex telecommunications applications andsystems.
• Demonstrated experience administering and supporting enterprisevoice telecommunications environments, including cloud-based voiceplatforms (e.g., RingCentral, C1CX, or similar), SIP, VoIP, andcontact center technologies (e.g., Five9 or similar).
• Experience supporting and migrating from legacy/on-premisesvoice platforms such as Avaya Aura Communications Manager is highlydesirable, with the ability to support hybrid environments duringmodernization initiatives.
• Demonstrated ability to lead technical analysis, solutiondesign, and implementation activities for large-scale voicetelecommunications and Contact Center as a Service (CCaaS)modernization initiatives.
• Strong understanding of telecommunications infrastructure,protocols, service delivery models, and multi-location call routingand call distribution across multiple voice switches
• Proficiency with technology tools used for reporting,documentation, communication, scheduling, coordination, and dataanalysis.
• Exhibit strong written and verbal communication skills with theability to communicate effectively with technical and non-technicalaudiences, gather requirements, and maintain productive stakeholderrelationships.
• Proven ability to collaborate with cross-functional teamsincluding engineering, networking, operations, business units, andexternal partners during complex technology initiatives.
• Experience developing and maintaining technical documentation,procedures, standards, and operational materials.
• Demonstrated ability to work independently, manage competingpriorities, meet deadlines, take initiative, and contributeeffectively in a collaborative team environment.
• Demonstrated ability to work in and foster an environment ofrespect, professionalism and civility with a population of faculty,staff, and students from all backgrounds and experiences, or acommitment to do so as a staff member at VCU.

Preferred Qualifications

• Advanced experience troubleshooting and configuring enterprisevoice and contact center technologies. Experience with Avayaenterprise voice systems, including SIP, H.323, Digital, and Analogtechnologies is highly preferred.
• Experience supporting telecommunications services within auniversity or healthcare operational environment.
• Experience supporting Avaya voice and contact centerapplications, including Avaya Aura platform components, sessionmanagement and border control technologies, workforce optimizationsolutions, call recording, callback, and voicemail systems.
• Knowledge of voice related CTI integrations for healthcareapplications (e.g., Spok, Ascom).
• Experience using telecommunications expense management software(billing, incidents, service orders, inventory).
• Experience with API based integrations in a cloudcommunications environment (e.g., Epic).

Salary Range:

$80,000- $108,000

Benefits

All full-time university staff are eligible forVCU’s robust benefits package that includes comprehensive health benefits, paid annualand holiday leave, generous tuition benefits, retirement planningand savings options, tax-deferred annuity and cash match programs,employee discounts, well-being resources, abundant opportunitiesfor 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 Analyst2 -3

Contact Information:

Contact Name: MaryTeller
Contact Email [e-mail]