Overview

Job Description

POSITION OBJECTIVE

Unified Communications (UC) provides a consistent user interface or experience across multiple devices or media types. Working under general direction, provide a single-point-of-contact for supporting UC/telecommunications-related services and billing. Duties include coordinating and performing campus telecommunications moves adds and changes, advising clients on available features and provision UC services, handling service calls, feature administration, maintaining ongoing contacts with external service carriers, vendors and telecom technicians and maintaining accurate complex documentation. Maintain appropriate SLA’s of service desk tickets, provision and support all campus cellular devices and billing, assist and coordinate UC projects and perform other miscellaneous office duties as needed.

ESSENTIAL FUNCTIONS

  • Review and analyze requests for UC service. Communicate with clients to clarify their needs. Determine appropriate service or resolution for each request. Advise clients on available features and provision services across multiple platforms (i.e. VoIP, cellular, and traditional POTS). Provide tier-2 technical support to solve problems and resolve telephony service issues. (30%)
  • Configure and test desktop phones and softphones and work with UC field service team for move, add and change requests. Ensure that Service Level Agreements are met. Plan and coordinate installations and modifications of the Cisco Unified Communications Manager (CUCM) system during major office moves and projects. Arrange for and follow-up on installations with multiple external contractors. Verify client satisfaction with the work performed. (20%)
  • Provision/support cellular devices per user requests from multiple university supported cellular providers. Modify cellular plans/subscriptions as needed for international traveling users, provide recommendations on relevant cellular plans and assist with monthly cellular billing reports or data as needed. Keep abreast of multiple cellular plans/subscriptions in order to provide superior customer service. (15%)
  • Update and maintain complex database related to billing, carrier or locally assigned numbers or installations, etc. Generate and verify monthly billing and control reports. (10%)
  • Coordinate university approved UC projects, communicate and present project status and project metrics to project teams, management, and customers. (10%)
  • Provide advice and consultation for UC projects and service improvements with direct supervisors or UTech leadership. Work with carriers/vendors to improve services and reduce expenses by improving business processes (i.e., billing, vendor selection/rate plan selection for services, etc.) (10%)

NONESSENTIAL FUNCTIONS

Perform other duties assigned, including but not limited to development and maintenance of detailed documentation related to unified communication policies and procedures, installations, solutions, configurations, operations and best practices; maintain an up-to-date inventory of all UC equipment; facilitate/ensure that equipment is either recycled or properly disposed; cross-train new full-time, part-time and temporary personnel; attend in-house training programs as required; maintain department office supplies; keep work area in a neat and orderly fashion, including equipment storage, and CS&S/Telephone Services communal areas. (5%)

CONTACTS

Department: Regular contact with supervisor, UC engineers, executive support staff to resolve issues and assist others.

University: Moderate contact with faculty and staff to answer questions about service requests and/or incidents.

External: Moderate contact with vendors to place orders, check order status, escalate problems/issues and/or exchange information.

Students: Infrequent contact with students to exchange information.

SUPERVISORY RESPONSIBILITY

May lead junior level analysts in day-to- day activities.

QUALIFICATIONS

Education/Experience: High school education and 5 years of related experience; OR Associate’s degree and 2 years of related experience; OR Bachelor’s degree and 1 year of related experience. Prefer experience as a Telecommunications Analyst or UC Service Consultant, with experience in customer service, service provisioning, billing, tele-management systems, and carrier ordering/billing portals.

REQUIRED SKILLS

  • Intermediate knowledge of move, add and change services as well as troubleshooting on Cisco Unified Call Manager (CUCM) and voicemail systems in a VoIP and analog integrated environment.
  • Intermediate knowledge of vendor wireless and SIP services such as AT&T, Verizon and T-Mobile.
  • Knowledge of maintaining and troubleshooting legacy Centrex/analog connections.
  • In-depth understanding of contact center technology, such as Cisco Unified Communications Express. Ability to recognize and isolate issues associated with these services.
  • Knowledge of international dialing procedures and protocols.
  • Intermediate knowledge of personal computer and Microsoft Office suite (Word, Excel), email software and web browsers. Ability to create and modify moderately complex spreadsheets.
  • In-depth understanding of telecommunications products, services and trends, including unified communications, cloud services and cellular.
  • Ability to develop in-depth understanding of client needs in order to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience. Knowledge of customer service standards and procedures.
  • Excellent communication & customer service skills. Effectively works with personnel on all levels. Ability to speak, read, and/or write English. Understanding written sentences and paragraphs in work related documents. Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Ability to interact with colleagues, supervisors and customers face to face.
  • Ability to respond to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood.
  • Ability to verify data input and correct errors.
  • Ability to actively and continuously learn – understanding the implications of new information for both current and future problem solving and decision-making.
  • Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritize appropriately.
  • Ability to properly handle sensitive, confidential or proprietary information, data, etc.
  • Ability to actively listen and be responsive to verbal and non¿verbal clues.
  • Ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information. The ability to tackle a problem by using a logical, systematic, sequential approach. Ability to identify various types of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions.
  • Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritize appropriately.
  • Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action.
  • Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Must have the ability to use discretion and good judgment on sensitive and important matters. Embraces diversity.
  • Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion.
  • Ability to be flexible in order to meet the constant changing scope and needs of the department, division and customers being served.
  • Ability to meet consistent attendance.

WORKING CONDITIONS

Typical working conditions found in an administrative work area. The position requires typing on a computer keyboard and using a computer mouse and a printer. Work requires moderate speed and accuracy associated with manual dexterity. There may be occasional pressure from demanding customers. Due to time constraints or other situations, many functions must be completed on set deadlines. Some activities may require working outside of normal business hours. May be requested to work overtime and on weekends. No smoking in University buildings, vehicles and other designated areas. The position may be eligible for the hybrid work program pending approval.

Diversity Statement

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

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Reasonable Accommodations

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

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COVID Vaccination

Case Western Reserve University has implemented a COVID Vaccination policy requiring evidence of COVID-19 vaccination for all students, faculty and staff with an on-campus presence. Religious and medical exemptions may be provided in accordance with applicable federal and state laws. For more information go to: https://case.edu/equity/covid-19-accommodations. Applicants may contact the Office of Equity at 216-368-3066 /equity@case.edu for information regarding religious or medical exemptions as an accommodation.