Sr. Telecommunications Analyst

Virginia Commonwealth University•Richmond, VA

5d•$80,000 - $108,000•Remote

About The Position

VCU Telecommunications Services is seeking an experienced Senior Telecommunications Analyst to join their team. This position provides advanced operational, technical, and implementation support for enterprise voice, unified communications, contact center, and related telecom services across VCU and VCU Health System. The Senior Telecommunications Analyst performs routine to highly complex analysis, planning, implementation, and troubleshooting activities to ensure telecommunications services align with the evolving operational, research, clinical, instructional, and business requirements of VCU and VCU Health. Working closely with Information Technology teams, clinical departments, academic units, vendors, and business stakeholders, the Senior Telecommunications Analyst evaluates communication needs, recommends and implements technology solutions, optimizes existing services, and supports the delivery of resilient, scalable, and customer focused communications capabilities across the enterprise. This position may call for flexible hours based on business needs and includes participation in a 24x7 rotating on-call support schedule. This position supports occasional on-site meetings, customer engagements, scheduled system upgrades, maintenance activities, and may require attendance for professional development opportunities.

Requirements

Bachelor’s degree in telecommunications, information technology, or a related field, or an equivalent combination of education, training, and relevant experience.
Experience working in a consultative technical role using advanced analytical and problem-solving skills to implement, upgrade, and support complex telecommunications applications and systems.
Demonstrated experience administering and supporting enterprise voice telecommunications environments, including cloud-based voice platforms (e.g., RingCentral, C1CX, or similar), SIP, VoIP, and contact center technologies (e.g., Five9 or similar).
Experience supporting and migrating from legacy/on-premises voice platforms such as Avaya Aura Communications Manager is highly desirable, with the ability to support hybrid environments during modernization initiatives.
Demonstrated ability to lead technical analysis, solution design, and implementation activities for large-scale voice telecommunications and Contact Center as a Service (CCaaS) modernization initiatives.
Strong understanding of telecommunications infrastructure, protocols, service delivery models, and multi-location call routing and call distribution across multiple voice switches.
Proficiency with technology tools used for reporting, documentation, communication, scheduling, coordination, and data analysis.
Strong written and verbal communication skills with the ability to communicate effectively with technical and non-technical audiences, gather requirements, and maintain productive stakeholder relationships.
Proven ability to collaborate with cross-functional teams including engineering, networking, operations, business units, and external partners during complex technology initiatives.
Demonstrated ability to work independently, manage competing priorities, meet deadlines, take initiative, and contribute effectively in a collaborative team environment.
Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Nice To Haves

Advanced experience troubleshooting and configuring enterprise voice and contact center technologies.
Experience with Avaya enterprise voice systems, including SIP, H.323, Digital, and Analog technologies is highly preferred.
Experience supporting telecommunications services within a university or healthcare operational environment.
Experience supporting Avaya voice and contact center applications, including Avaya Aura platform components, session management and border control technologies, workforce optimization solutions, call recording, callback, and voicemail systems.
Knowledge of voice related CTI integrations for healthcare applications (e.g., Spok, Ascom).
Experience using telecommunications expense management software (billing, incidents, service orders, inventory).
Experience with API based integrations in a cloud communications environment (e.g., Epic).

Responsibilities

Provides advanced operational, technical, and implementation support for enterprise telecommunications services for VCU and VCU Health.
Serves as a senior technical resource supporting enterprise voice, unified communications, contact center, and telecommunications technologies.
Contributes to strategic initiatives, operational excellence, service modernization, and continuous process improvement efforts.
Performs routine to highly complex analysis, planning, implementation, and troubleshooting activities to ensure telecommunications services align with evolving requirements.
Evaluates communication needs, recommends and implements technology solutions, and optimizes existing services.
Supports the delivery of resilient, scalable, and customer focused communications capabilities across the enterprise.
Participates in a 24x7 rotating on-call support schedule.
Supports occasional on-site meetings, customer engagements, scheduled system upgrades, and maintenance activities.
Develops and maintains technical documentation, procedures, standards, and operational materials.