Infrastructure Telecommunications Analyst

Saint Joseph's University•Philadelphia, PA

1d•Hybrid

About The Position

The Infrastructure Telecommunications Analyst will work independently to provide easy-to-use, reliable, cloud-based telephony, messaging, unified communications, reporting, and custom collaboration services to faculty, staff, and students. This position is located on Hawk Hill (Philadelphia) but will also support the University City (West Philadelphia) and Lancaster PA campus locations as needed. As of March 2026 the University is embarking on replacing the on premise legacy PBX(s) with a cloud based solution. This role will be instrumental in the success of the implementation and transition to the new telephony services.

Requirements

Bachelor's degree (or equivalent college/technical training) with demonstrated technical experience or a combination of experience and training.
A minimum of 3-5 years of relevant telecommunications experience is preferred, including proven experience managing enterprise Cloud PBX environments.
Must demonstrate strong aptitude with modern software, cloud administration portals, spreadsheets, and databases.
Ability to independently handle multiple complex tasks, prioritize workloads under frequent deadlines, and resolve diverse problems across hardware, software, and networks.
Requires frequent and clear communication (email, voice, in-person) to coordinate projects with faculty, staff, students, vendors, and IT colleagues.
Must occasionally coordinate or manage on-site technical staff and student workers.
Must devise creative ways to effectively integrate new technologies and provide tailored communication solutions for various university departments.
Extensive walking, standing, sitting, kneeling, lifting, and occasionally working in confined spaces.
Will require occasional evening and weekend hours to address critical issues or project demands.
Must be available to respond to emergencies on a 7x24 basis.

Nice To Haves

Familiarity with utilizing AI-driven telecommunications tools, such as conversational AI/virtual agents, voice sentiment analysis, AI call routing, or automated transcription and quality assurance services.

Responsibilities

Independently and effectively manage the programming, administration, and feature configuration of modern Cloud PBX and UCaaS/CCaaS platforms (e.g., Microsoft Teams Phone, Zoom Phone, Cisco Webex, RingCentral), replacing legacy on-premise telecom systems.
Streamline and manage Moves/Adds/Changes (MACs), including the creation of automated workflows for user account provisioning, virtual line setups, and endpoint installations, coordinating external resources as needed.
Update and maintain accurate user, departmental, cabling location, and billing documentation.
Process and upload updates to maintain compliance with modern E911 routing systems and regulations.
Investigate and resolve complex telephony system problems related to SIP trunking, call routing, network interconnectivity, QoS (Quality of Service), outages, and software programming.
Monitor cloud analytics dashboards, system metrics, and special circuits to ensure efficient operation and optimized network performance.
Deliver instruction and support for end-user softphones, hardware devices, and web-accessible applications such as ACD, cloud recording, and modern reporting suites.
Consistently document all changes to system processes, architectures, and operational procedures.
Act as a technical extension of the Networking team, assisting with Layer 1 and Layer 2 support, hardware provisioning, and circuit troubleshooting.
Balance daily telecom service requests (MACDs) with high-priority network initiatives, ensuring all technical work aligns with established engineering standards and security protocols.
Support large-scale IT and telecom project requirements with technical knowledge, data provisioning, and system programming.
Assist in ensuring all trouble tickets conform to established service level agreements (SLAs) and accepted quality practices.