Job Duties:
The employee in this position is a highly skilled technical resource for other team members in the core areas of responsibility, providing assistance with high complexity problems through analysis and problem resolution. This individual is required to have in depth technical knowledge in the following core areas of responsibility but not limited to: InformaCast, Unified Contact Center Express, Unified VoIP infrastructure (CUCM), Advanced Call Routing, understand how to improve on workflow automation within CUCM, Unity Connection (Voice Mail), Analog solutions, and network troubleshooting. The individual also investigates and develops solutions
to improve system and application performance. This position manages highly complex projects by thorough planning, design, organizing, monitoring, and guiding projects forward to completion. The employee may be required to install, configure, monitor, and maintain a variety of VoIP/analog products and associated management system and provide
technical support on many voice services related issues. This employee must have advanced knowledge of analog technologies and cabling infrastructure. Thorough knowledge of TCP/IP network protocol is desired.
This position will provide advanced level support in assisting team members as well as other support teams and university users with resolving complex issues related to voice services. This position will be responsible for attending provisioning meetings to gather customer
requirements, installing configurations into test and production environments, and obtaining final customer acceptance. This position will utilize their advanced technical knowledge to assist others in the resolution of service incidents and service requests and will focus on
change, release, configuration, problem, and incident management processes as they relate to voice services. Disaster Recovery planning, testing, implementation, and documentation; and other administrative functions as required.
Employees are required to adjust their standard work schedule to meet the requirements of their position, which includes and not limited to evening and weekend hours to perform
scheduled and unscheduled workload requirements to maintain University operations.
Duties require On-Call responsibilities.
This position may be eligible for Flexible Work Arrangements (FWA) under the ECU FWA Policy.
Special Instructions To Application:
East Carolina University requires applicants to submit a candidate profile online in order to be considered for the position. Candidates must also submit a cover letter, resume, and a list of three references, including contact information, online.
Applicants must be currently authorized to work in the United States on a full-time basis.
Minimum Education/Experience:
Bachelor's degree and 4 years of relevant experience or equivalent combination of education and experience.
Full time or Part time: Full Time
Position Location (city): Greenville
Position Number: 500250
Organizational Unit Overview:
Information Technology and Computing Services (ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments. ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.
Unified Communications is comprised of two distinct teams, Collaboration and Voice Services. These two teams, under the direction of their IT Manager, provide support for mission critical collaboration applications and enterprise voice communications as well as provide consulting and troubleshooting support for university faculty and staff. The functions provided by the Unified Communications team include but are not limited to: providing support for enterprise-level, mission-critical services and technologies such as cloud apps, collaboration, Email, call center solutions, and voice conferencing and mail relay and controls.
