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Position: Assistant Director - Telephone Services

Grade Department Position type: Position Number
43 3DC – Department not found Full-time A99276

Position Summary:

Coordinate strategies for - and ensure the integrity of - in-house voice, data, and video equipment and its associated network connections. This includes configuring and optimizing all telephone systems and services, voicemail, Voice over IP application, and PBX communication systems, and video conferencing environments, both internally and those integrated with Internet-based services. Maintain SLAs for all organizational telecom applications. Provide technical leadership across the organization, from strategic decision making down to the project planning level. Monitor departmental budgets and expenditures. Assist the Telecommunications Administrator/Director in his/her duties including management of personnel and technical teams.

Essential Functions, Major Duties, and/or Accountabilities:
  • Designs and supports telecommunications infrastructure and its associated software, including PBXs, call management systems, voice mail, interactive voice response, and video conferencing systems.

  • Integrates these systems with enterprise LANs, WANs, wireless LANs, and Internet-based services and protocols.

  • Assists with the installation and troubleshooting of telecom systems.

  • Plans the telecommunications strategies for university call center to ensure that efficient and effective customer interaction is achieved.

  • Confers with end-users, clients, or senior management to define business requirements for telecommunication systems and infrastructure development.

  • Provides architectural expertise, direction, and assistance to Systems Analysts and software development teams.

  • Monitors and identifies capacity and performance issues for telecom traffic to ensure continued, uninterrupted operation of telecom systems.

  • Generates telecommunications usage and network traffic reports.

  • Configures, tests, maintains, monitors, and troubleshoots end-user telecommunications, telephony, and voice/data software products.

  • Performs analysis, diagnosis, and resolution of telecommunications problems for end users; recommend and implement corrective solutions.

  • Conducts frame relay, ISDN, and Alcatel switch maintenance.

  • Modifies and/or rearranges telecommunications systems to accommodate additional services or changes.

  • Conducts testing and development disaster recovery plans to detect faults, minimize malfunctions, and back up systems.

  • Assists in developing long-term strategies and capacity planning for meeting future telecommunications network needs.

  • Conducts research on emerging technologies in the telecommunications and data networks fields.

  • Assists in developing, implementing, and maintaining policies, procedures, and training plans for telecommunication system's appropriate use.

  • Remains current on new products, services, protocols, and standards in support of telecom systems development and equipment procurement.

  • Where necessary, liaise with equipment vendors during installations, acquisition negotiations, and hardware performance issues.

  • Assists with Inspection, testing, and maintenance of telephone lines, circuits, trunks, microwave sites, and associated wiring and cabling.

  • Assists in management of departmental personnel.

  • Trains and provides guidance to junior members of the team.

  • Creates and maintains the telephone directory data extract.

  • 24/7 on-call availability.

  • Performs miscellaneous job-related duties as assigned. 

Supervisory Responsibilities:
  • None.

Special Requirements of the Position:
  • Occasional inspection of cables and wiring in floors and ceilings.

  • Lifting and transporting of moderately heavy objects, such as telecommunications equipment and peripherals.


Bachelor's degree in the field of telecommunications or computer science and/or 6 years equivalent work experience.

  • Certifications in Siemons, RCDD, and wiring.
  • Working technical knowledge of PBX, voice mail, interactive voice services, call management systems, and telecommunications accounting systems, including wireless access points and phones.
  • Strong hands-on knowledge of the configuration and optimization of telecommunications equipment, video teleconferencing equipment, and voice/data equipment, including VoIP.
  • Working technical knowledge of current Internet and network protocols, network, PC, and platform operating systems, operating systems, and standards, including SCT Banner and Unix.
  • Working technical knowledge of current telecommunications practices, protocols, and principles in call center environments, including ACD and Hunt groups.
  • Knowledge of cabling and wiring systems, design, and installation.
  • Ability to operate tools, components, peripherals, and testing accessories such as T-Bird 309 and cable analyzers.
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Ability to read and interpret technical documents and procedure manuals.
  • Superior written and oral communication skills and strong interpersonal skills, oral communication.

  • Strong understanding of the organization's goals and objectives.

  • Exceptional analytical, conceptual, and problem-solving abilities.

  • Ability to conduct research into telecommunications issues and products.

  • Highly self motivated and directed.

  • Strong customer service orientation.

  • Experience working in a team-oriented, collaborative environment.

This position description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to the position.
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