"IT Operations 3 - Unified Communications"

Job Summary

The ITOP S3 position ensures efforts are in alignment with Business Technology Solutions, within OSUWMC IT, to support customer-focused objectives and the IT Vision, a collaborative partner delivering innovative ideas, solutions, and services to simplify peoples lives.

As a ITOP S3 you ensure maximum availability and functionality for IP Telephony operations. You are responsible for evaluating and implementing VoIP hardware and software as well as developing and implementing a call center technology strategy. Ensuring maximum availability of our communications facilities is your main responsibility.

While achieving availability and performance objectives by providing analysis, design, support, and implementing projects you are sure to be consistent with the company's policy and procedures.

Job Responsibilities

• Provide superior customer service utilizing a high-touch, customer centric approach focused on collaboration and communication.
• Contribute to a positive team atmosphere.
• Innovate and create value for the customer.
• IP Telephony (Voice over IP) environment to ensure maximum availability and functionality for IP Telephony operations.
• Administrator of Cisco products: Call Manager, Unity, Presence, UCCX, PCCE
• Administrator of Single Wire Informa Cast
• Administrator of Cisco products: Call Manager, Unity, Presence, UCCX, PCCE
• Administrator of Cisco AV endpoints, TelePresence, TPMS
• Collaborate with colleagues to support company and departmental goals and objectives
• Assists in the development and maintenance of network communications including work from home or disaster recovery agents
• Document the companys existing systems architecture and technology portfolio; make recommendations for improvements and/or alternatives
• Assist in the development and deployment of infrastructure solutions for networking, communications and VOIP
• On call rotation as part of the Communications Team responsible for telephony system

Minimum Requirements

Education: College diploma, 2-year technical degree in the field of Computer Science/Engineering or Information Systems or equivalent experience. Certifications are recommended.

Experience:

• Minimum of 4 years of experience in managing and maintaining Cisco Telecom Infrastructure
• Minimum of 4 years of experience in managing and maintaining Cisco Video Infrastructure
• In-depth, hands-on experience with the following systems:
  • Cisco Expressway, Cisco Unified Border Element, Voice Gateways (VG224/VG310/VG400)
  • Cisco IOS Gateways with Media Gateway Control Protocol (MGCP) and Session Initiation Protocol (SIP)
  • Cisco Jabber, Cisco Mobile & Remote Access, Cisco Finesse, Cisco call manager, PCCE, Unity Connections
• Knowledge of network and PC operating systems, including Cisco IOS, Linux, Microsoft and VMware.
• Proven experience in systems and network configuration, development, and implementation.
• Hands-on experience with scripting languages and automation.

Key Skills/Competencies:

• Analytical, conceptual, and problem-solving abilities
• Strong written and oral communication skills
• Architecture and technical support documentation skills
• Strong interpersonal and consultative skills
• Ability to conduct research into emerging technologies and trends, standards, and products as required
• Ability to present ideas in user-friendly language
• Ability to execute tasks in a high-pressure environment
• Training end users on how to use the technologies
• Experience working in a team-oriented, collaborative environment

The following certifications are strongly preferred:
CCNA

The following certifications are a plus:
CCNA Voice

Internal Number: R141649

Posted: 24-Dec-25

Type: Full-time

Categories: Other Staff/Administrative, Staff/Administrative