Senior Voice Support Specialist

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.
• 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.

Requirements

• 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:
• ---
• Background providing senior-level technical support focused on voice communications.
• Certification in Cisco, telephony, or unified c

Benefits

Additional Information

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.

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