Senior Voice Support Specialist

University of Chicago•Chicago, IL

5d•Onsite

About The Position

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.

Requirements

Minimum requirements include a college or university degree in related field.
Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline.
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.

Nice To Haves

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

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.