Senior Voice Support Specialist

Department
OPS ITS - Communications Technology Services (CTS)

About the Department
IT Services (ITS) collaborates with campus partners to support the mission of the University of Chicago through the consistent delivery of high-quality solutions and services. We provide secure, stable, and reliable infrastructure and applications that support the mission of the University. ITS supports and enables faculty research and teaching with the effective use of technology, simplifies the technology experience for all users, and identifies, manages, and mitigates technology risks for the University.

Job Summary
As a member of our IT Services team, the Senior Voice Support Specialist leads customer-focused telecommunication projects and enhancements for the University of Chicago and UChicago Medicine, delivering technical support and advanced troubleshooting for these organizations. They collaborate with the voice engineering team to optimize the University's telecommunications systems.


This position reports to the Manager of Voice Operations and Services and is part of a team responsible for supporting the University's telecommunication systems. This role serves as a primary liaison for project stakeholders and end users, supporting efficient resolution of issues, seamless implementation of voice systems, user training, and accurate documentation. A key responsibility is to design solutions to satisfy customer needs or resolve their collaboration problems. The position requires deep technical expertise, excellent project coordination skills, extensive experience with enterprise voice technologies, and the capacity to work independently in a fast-paced environment.

Responsibilities

• Under minimal supervision, leads and coordinates large-scale, complex projects for University voice systems, such as office moves, new construction, and major upgrades, across University and UChicago Medical Center locations, in Chicagoland and at our international centers.
• Serves as a key contributor on cross-functional teams, coordinating with colleagues from IT Services, administration, clinical departments, and external vendors to deliver integrated solutions for voice and data services.
• Partners with project managers, IT partners, stakeholders, and vendors to plan and implement voice-related projects, facilitating task completion and resolving technical issues as needed.
• Provides user training, first-day support, and ongoing technical guidance for rollouts and upgrades.
• Identifies and implements improvements to voice infrastructure and processes for increased system reliability and user satisfaction.
• Audits and evaluates legacy circuits and services for migration or decommissioning. Coordinates with vendors, such as AT&T, to port phone numbers to modern systems, verifies completion prior to circuit cancellation, and reports outcomes and cost savings to leadership. Optimizes licensing to minimize costs while satisfying user needs.
• Documents and reports progress and outcomes for voice initiatives.
• Delivers Tier 2 and occasional Tier 3 support for enterprise voice technologies, including Cisco Call Manager, Unity Voicemail, UCCX and Finesse, analog lines, faxing, and other VoIP devices.
• Serves as an escalation point for customer issues, using tools like ServiceNow for ticket management.
• Diagnoses and resolves complex technical issues affecting enterprise voice systems, using advanced troubleshooting and escalating to leadership, Voice Engineers, or vendors as warranted, while documenting resolutions.
• Coordinates with Service Desk teams for ticket entry, triage, and support.
• Serves as a technical resource to colleagues and leadership.
• Manages user setup, maintenance, and deprovisioning for voice systems. Standardizes configuration on telecom devices and systems, ensuring accurate user data, including location for 911 services.
• Monitors system configuration and modifications to decrease user issues.
• Documents processes, configurations, and system elements for team use and compliance.
• Ensures confidentiality, security, and compliance with institutional policies.
• Solves complex problems in voicemail and standard voice services based on user need and technology. Uses in-depth knowledge and experience to maintain optimum cellular services for University users.
• Acts as a resource for students or other targeted clients. Designs marketing materials of General Services for targeted clients and verify that all public documentation is accurate and updated.
• Performs other related work as needed.

Minimum Qualifications

Education:
Minimum requirements include a college or university degree in related field.

Work Experience:
Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.

Certifications:

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Preferred Qualifications

Experience:

• Background providing senior-level technical support focused on voice communications.

Certifications:

• Certification in Cisco, telephony, or unified communications.

Technical Skills or Knowledge:

• Proficiency working with Cisco Unified Communication technologies, including Call Manager, Unity voicemail, UCCX, and Finesse.
• Familiar with using service management tools, such as ServiceNow.
• Advanced troubleshooting and analytical skills related to voice and unified communications platforms.
• Adherence to all relevant compliance requirements, including HIPAA, PCI, and FERPA regulations, to protect patient, payment, and student data.

Preferred Competencies

• Skilled at gathering requirements, coordinating implementation, delivering training, and supporting complex, large-scale voice projects.
• Collaborate effectively with project managers, department leaders, stakeholders, and technical teams.
• Strong communication and customer service abilities, including stakeholder management and technical training.
• Capable of working independently, managing competing priorities, and proactively solving problems in a dynamic environment.
• Strong organizational skills with attention to detail and follow-through.
• Sound decision-making, time-management, and active listening skills.
• Self-motivated and work effectively with minimal supervision.

Working Conditions

• Primarily onsite support at University and UChicago Medical Center locations in Chicagoland, with occasional travel to remote offices.

Application Documents

• Resume/CV (required)
• Cover Letter (required)
• References Contact Information (3)(required)

The University of Chicago uses AI-assisted tools to streamline and augment some recruitment processes; however, AI is not used to make hiring decisions.

When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.

Job Family
Information Technology

Role Impact
Individual Contributor

Scheduled Weekly Hours
37.5

Drug Test Required
No

Health Screen Required
No

Motor Vehicle Record Inquiry Required
No

Pay Rate Type
Salary

FLSA Status
Exempt

Pay Range
$95,000.00 - $115,000.00
The included pay rate or range represents the University's good faith estimate of the possible compensation offer for this role at the time of posting.

Benefits Eligible
Yes
The University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook.

Posting Statement

The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Job seekers in need of a reasonable accommodation to complete the application process should call View phone number on click.appcast.io or submit a request via Applicant Inquiry Form.

All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.