Systems Engineer - Secure Computing and Operations

National Opinion Research Center - NORC; Chicago (IL); Hybride; USD 94 000 - 105 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental and vision insurance

Retirement program (defined contrib)

Paid time off and holidays

Résumé du poste

NORC at the University of Chicago is seeking a Systems Engineer to join the Secure Computing and Operations group. This role focuses on VoIP/UC across Cisco, Microsoft, and CATI environments, with design, implementation, and operational duties.

The position is hybrid with two days in the Chicago Loop office, supporting voice infrastructure and Voxco CATI/CAWI platforms; visa sponsorship is not offered.

Qualifications

• Bachelor's degree in Computer Science, Telecommunications or related field or equivalent work experience.
• Three years of experience in voice engineering, telecommunications, and application support.

Responsabilités

• Design and deploy scalable voice solutions including IP PBX, SBCs, voice gateways, and SIP trunks.
• Configure and manage CUCM, Unity voicemail, UCCX/ACD/Finesse, and CER; set dial plans and voicemail.
• Monitor and troubleshoot voice systems; resolve call quality, latency, and outages.
• Integrate voice with LAN/WAN and enterprise apps with QoS for voice traffic.
• Gain proficiency with Voxco CATI/CAWI environment and IVR scripts for surveys.
• Create and update Voxco surveys; test CATI/CAWI surveys and IVR routing.
• Document configurations, procedures, and network diagrams; provide weekly voice stats.
• Interface with SIP vendors; escalate issues and stay current on tech.
• Implement security measures and ensure policy compliance.
• Provide user support and train non-technical staff; administer Windows Server systems.

Connaissances

VoIP protocols (SIP/RTP/H.323)

Cisco call manager

Microsoft Teams Phone System

FCC E911 rules (Kari's Law & Ray Baum)

Windows Server

OSI model

PowerShell

SQL Server Management Studio

Formation

Bachelor's degree in Computer Science, Telecommunications or related field

Outils

CUCM

Cisco Unity Voicemail

UCCX / ACD / Finesse

CER (Cisco Emergency Responder)

Microsoft Teams Phone System

Description du poste

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.

The Systems Engineer will design, implement, and maintain NORC's voice communication systems, with a strong focus on Voice over IP (VoIP) and Unified Communications (UC) solutions. The Systems Engineer responsibilities span hardware and software management, network integration, troubleshooting, and ensuring high-quality, reliable, and secure voice services.

The Systems Engineer's focus is on gaining operational proficiency with all components of the Voxco platform (including dialers, servers, and web survey tools) to ensure smooth operation. Responsibilities also include the configuration and maintenance of surveys and Interactive Voice Response (IVR) scripts, as well as the proactive monitoring, diagnosis, and resolution of all related system and access issues.

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.

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, **escalate 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.

REQUIRED SKILLS:

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
• Attention to detail
• Expectation of hybrid work schedule of two days a week in our Chicago Loop office.

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.