Title: Unified Communication Analyst

Department Org: IT Personnel - 105780

Employee Classification: U1 - Unclassified PSA FT

Bargaining Unit: Professional Staff Association

Primary Location: MC AD

Shift: 1

Start Time: 8:00 a.m. End Time: 5:00 p.m.

Job Description:

The Unified Communication Analyst is responsible for leading and advancing the University telepresence systems on a day-to-day and strategic project basis. This position ensures that present and future communication needs of the University are designed, implemented and maintained in a proactive forward-thinking manner. This role is also responsible for identifying and executing operational enhancements to the telepresence environment that will enhance productivity, reduce operational costs, and enhance the educational and care delivery mission of the University. Additionally, the individual in this role is responsible for drafting standards, proposing policies, implementing industry best practices, interacting with industry counterparts, and UT customers to make technical recommendations that support the business objectives of the organization.

Minimum Qualifications:

Education/experience/licensing:

• Bachelor’s degree or an Associate with eight years of unified communication systems experience.
• Demonstrated technical experience or vendor certification in the administration of various communications systems including Microsoft Unified Messaging/auto-attendant, AVST auto-attendant systems, paging software and systems, Pinnacle telephony management software, SMSI ACD reporting, Cisco Call Manager, Cisco Contact Center Express and applicable E911 applications.
• Working knowledge of video endpoint provisioning and functional usage.
• Ability to troubleshoot dial-plan anomalies and conduct technical call traces for the purpose of diagnosing complex issues in an IP telephony environment.
• Basic understanding of the TCP/IP protocol including IP addressing and basic troubleshooting tools.
• Design and implementation experience with automatic call distribution and auto attendant workflows.
• Document skills including ACD/Auto-Attendant workflow diagrams utilizing tools such as MS Visio.
• Billing and account management experience in an enterprise communications systems environment.
• Must have experience in coordinating and managing multiple high priorities projects, day-to-day operations in a large organization.
• Must have experience and independent judgment in executing and maintaining complex systems.
• Experience planning and managing technology projects is required.
• Experience creating and maintaining stakeholder relationships is essential.
• Valid driver’s license is required.

Communication and other skills:
• Ability to collaboratively work with a broad range of constituencies and vendors is essential.
• Excellent communication skills, both verbal and written are required.
• Excellent analytical, critical-thinking, and problem solving skills is required.

Conditions of Employment:

Equal Employment Opportunity Statement:

The University of Toledo is an equal opportunity employer. The University of Toledo does not discriminate in employment, educational programs, or activities on the basis of race, color, religion, sex, age, ancestry, national origin, sexual orientation, gender identity and expression, military or veteran status, disability, familial status, or political affiliation.

The University is dedicated to attracting and retaining the best and brightest talent and fostering a culture of respect.

The University of Toledo provides reasonable accommodation to individuals with disabilities. If you require accommodation to complete this application, or for testing or interviewing, please contact HR Compliance at hrcompliance@utoledo.edu or 419-530-4747 between the hours of 8:30 a.m. and 5 p.m. or apply online for an accommodation request.

Computer access is available at most public libraries and at the Office of Human Resources located in the Center for Administrative Support on the UToledo Main Campus.