Systems Engineer - Secure Computing and Operations

NORC at the University of Chicago; Chicago (IL); Hybrid; USD 94,000 - 105,000; Full time

Benefits offered by this job

Health insurance

Retirement plan (403b)

Paid time off

Tuition assistance

Job summary

NORC at the University of Chicago is seeking a Systems Engineer to join the Secure Computing and Operations group in a hybrid role. You will design, implement, and support voice infrastructure and CATI/CAWI environments across Cisco, Microsoft, and Voxco platforms.

Qualified candidates have 3 years in voice engineering, a Bachelor's in CS/Telecom or related field, and strong knowledge of VoIP protocols and Cisco tools. Hybrid schedule two days in Chicago Loop office.

Qualifications

• Bachelor's degree in Computer Science, Telecommunications or related field, or equivalent work experience.
• 3 years of experience in voice engineering, telecommunications, and application support.
• Strong knowledge of VoIP protocols (SIP, RTP, H.323) and Cisco contact center tools.

Responsibilities

• Design & Implementation: Architect and deploy scalable voice solutions, including IP PBX, SBCs, voice gateways, and SIP trunks.
• Configure and manage CUCM, Expressways, Unity voicemail, UCCX/ACD/Finesse, CER, and Teams Phone System, including dial plans and voicemail.
• Troubleshoot and monitor: diagnose and resolve call quality, latency, outages using Wireshark, Netscout, RTMT.
• Network Integration: integrate voice with LAN/WAN ensuring QoS for voice traffic.
• CATI/CAWI Operations: become proficient with Voxco CATI environment and Voxco IVR scripts.
• CATI/CAWI Configuration & Maintenance: create/update Voxco surveys and IVR scripts.
• Documentation & Standards: maintain documentation for configurations and procedures; provide weekly voice stats.
• Vendor Management: interface with SIP vendors/service providers; stay updated on technologies.
• Security & Compliance: implement security measures and ensure compliance with policies and standards.
• Support & Training: provide end-user support and train non-technical staff.
• System Administration: install/ configure Windows Server OS and components.

Skills

VoIP protocols

CUCM

Unity voicemail

UCCX/Finesse

Teams Phone

FCC E911

Windows Server

PowerShell

SQL Server

OSI model

Education

Bachelor's degree in CS/Telecom or related field

Tools

Cisco CUCM

Cisco Unity

Cisco UCCX

CER

Voxco CATI

Voxco CAWI

Voxco IVR

VoIP gateways

SIP trunks

Job description

Systems Engineer - Secure Computing and Operations

Job no: 504014 Work type: Regular Full-Time Location: Chicago - 300 E Randolph St Capability Area: IT Secure Computing & Operations

JOB SUMMARY:

NORC at the University of Chicago is seeking a Systems Engineer to join the Secure Computing and Operations group. This Systems Engineer position at NORC is for a hybrid role supporting the organization's voice infrastructure and its Computer Assisted Telephone Interviewing (CATI) systems. The role requires a blend of design, implementation, and operational support across Cisco, Microsoft, and CATI environments.

DEPARTMENT:Secure Computing Systems and Operations

NORC's Information Technology program provides technology services to our staff and clients. Given the critical role technology plays in our day-to-day lives, we are committed to providing professional, high-quality solutions in order to further our collective goal of advancing social science research.

RESPONSIBILITIES:

• Design & Implementation: Architect and deploy scalable voice solutions, including IP Private Branch Exchanges (PBX), session border controllers (SBCs), voice gateways, and SIP trunks.
• Configuration & Maintenance: Configure and manage Cisco Unified Communications Manager (CUCM), Cisco Expressways, Cisco Unity voicemail, Cisco ACD / UCCX, Cisco emergency responder (CER), and Microsoft Teams Phone System, including dial plans, call routing, and voicemail solutions.
• Troubleshooting & Monitoring: Proactively monitor system performance. Diagnose and resolve complex voice-related issues, such as call quality problems, latency, and network outages, using diagnostic tools like Wireshark, Netscout, and Cisco Real Time Monitoring Tool (RTMT).
• Network Integration: Collaborate with network engineers to integrate voice systems seamlessly with existing data networks (LAN/WAN) and enterprise applications, ensuring proper Quality of Service (QoS) for voice traffic.
• CATI / CAWI Operations: Become operationally proficient with the Voxco CATI environment that consists of Pronto dialers, Servno server, Directory server, Command Center, CATI and CAWI web surveys servers.
• CATI / CAWI Configuration & Maintenance: Create, update, and test CATI and CAWI surveys in the Voxco environment. Create and update Voxco IVR scripts to direct inbound calling to the correct destination.
• CATI / CAWI Troubleshooting and Monitoring: Proactively monitor system performance. Diagnose and resolve survey related issues such as configuration and access.
• Documentation & Standards: Develop and maintain comprehensive documentation for system configurations, operational procedures, and network diagrams. Provide weekly voice statistics.
• Vendor Management: Interface with SIP vendors, and service providers to manage equipment, upscale issues, and stay updated on the latest technologies.
• Security & Compliance: Implement and maintain security measures and ensure compliance with relevant policies and industry standards.
• Support & Training: Provide technical support to end-users and occasionally train non-technical employees on system usage.
• System Administration: Installing, configuring, and troubleshooting Windows Server operating systems and their components.

Education:

Bachelor's degree in Computer Science, Telecommunications or related field. Or equivalent work experience.

Experience:

Three years of experience in voice engineering, telecommunications, and application support.

Technical Skills:

• Deep knowledge of VoIP protocols (SIP, RTP, H.323)
• Experience with Cisco call manager, unity voicemail, UCCX / ACD/ Finesse, and Cisco emergency Responder (CER).
• Experience with Microsoft Teams Phone system
• Knowledge and understanding of FCC E911 rules (Kari’s Law and Ray Baum’s Act)
• Operational experience with Microsoft Windows operating system. Experience with implementing security parameters within the operating system.
• Understanding of OSI model
• Desired, Understanding of Microsoft Server Manager and IIS Manager
• Desired, Understanding of PowerShell in Windows Server Environment
• Desired, Understanding of Microsoft SQL Server Management Studio

Soft Skills:

• Strong analytical and problem solving skills
• Excellent communication skills (verbal and written)
• Ability to work collaboratively in a team environment
• Ability to work independently
• Expectation of hybrid work schedule of two days a week in our Chicago Loop office.

This position will be based in our Chicago Loop office, with the expectation of hybrid work schedule of two days a week in the office.

Qualified applicants must be eligible to work in the U.S. We regret that we are unable to offer visa sponsorship for this position.

SALARY AND BENEFITS:

The pay range for this position is $94,000 - $105,000

This position is classified as regular. Regular staff are eligible for NORC’s comprehensive benefits program. Benefits include, but are not limited to:

Generously subsidized health insurance, effective on the first day of employment

Dental and vision insurance

A defined contribution retirement program, along with a separate voluntary 403(b) retirement program

Group life insurance, long-term and short-term disability insurance

Benefits that promote work/life balance, including generous paid time off, holidays; paid parental leave, bereavement leave, tuition assistance, and an Employee Assistance Program (EAP).

NORC is committed to equity and transparency in its pay practices. We publish salary ranges and benefit information for every job. The listed hiring range reflects what we, in good faith, expect to pay at the time of posting, though actual compensation may vary and may be adjusted over time. A candidate’s placement within the range depends on factors such as competencies, education, qualifications, experience, skills, performance, and organizational needs.

WHAT WE DO:

NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, our teams have conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. Today, government, corporate, and nonprofit clients around the world partner with us to transform increasingly complex information into useful knowledge.

WHO WE ARE:

For over 80 years, NORC has evolved in many ways, moving the needle with research methods, technical applications and groundbreaking research findings. But our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the NORC team. With world-class benefits, a business casual environment, and an emphasis on continuous learning, NORC is a place where people join for the stellar research and analysis work for which we’re known, and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a global scale.

EEO STATEMENT:

NORC is an equal opportunity employer. NORC evaluates qualified applicants without regard to race, color, religion, sex, gender, national origin, disability, status as a protected veteran, sexual orientation, and other legally protected characteristics.