Systems Engineer - Secure Computing and Operations

NORC at the University of Chicago•Chicago, IL

1d•Hybrid

About The Position

NORC at the University of Chicago is seeking a Systems Engineer to join its Secure Computing and Operations group. This hybrid role supports the organization’s voice infrastructure and Computer Assisted Telephone Interviewing (CATI) systems, combining design, implementation, and operational support across Cisco, Microsoft, and CATI environments. The position designs, implements, and maintains voice communication systems, with an emphasis on VoIP and Unified Communications, and supports hardware, software, network integration, troubleshooting, and reliable, secure voice services. The Systems Engineer will also develop operational proficiency with the Voxco platform, including dialers, servers, and web survey tools. The work includes configuring and maintaining CATI and CAWI surveys and IVR scripts, monitoring system performance, and diagnosing and resolving system, survey, and access issues. The position is based in NORC’s Chicago Loop office, with a hybrid schedule requiring two office days per week. Applicants must be eligible to work in the U.S.; visa sponsorship is not available.

Requirements

Bachelor’s degree in Computer Science, Telecommunications, or a related field, or equivalent work experience.
Three years of experience in voice engineering, telecommunications, and application support.
Deep knowledge of VoIP protocols, including SIP, RTP, and H.323.
Experience with Cisco Call Manager, Unity voicemail, UCCX/ACD/Finesse, and Cisco Emergency Responder (CER).
Experience with Microsoft Teams Phone System.
Knowledge and understanding of FCC E911 rules, including Kari’s Law and Ray Baum’s Act.
Operational experience with Microsoft Windows operating systems.
Experience implementing security parameters within an operating system.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Ability to work collaboratively in a team and independently.
Attention to detail.
Ability to meet the hybrid schedule expectation of two days per week in the Chicago Loop office.
Must be eligible to work in the U.S.; visa sponsorship is not available.

Nice To Haves

Understanding of the OSI model.
Understanding of Microsoft Server Manager and IIS Manager.
Understanding of PowerShell in a Windows Server environment.
Understanding of Microsoft SQL Server Management Studio.

Responsibilities

Architect and deploy scalable voice solutions, including IP PBXs, session border controllers, voice gateways, and SIP trunks.
Configure and manage Cisco Unified Communications Manager (CUCM), Cisco Expressways, Cisco Unity voicemail, Cisco ACD/UCCX, Cisco Emergency Responder (CER), and Microsoft Teams Phone System, including dial plans, call routing, and voicemail solutions.
Monitor system performance and diagnose and resolve voice-related issues, including call quality problems, latency, and network outages, using tools such as Wireshark, Netscout, and Cisco RTMT.
Collaborate with network engineers to integrate voice systems with LAN/WAN networks and enterprise applications, ensuring appropriate QoS for voice traffic.
Become operationally proficient with the Voxco CATI environment, including Pronto dialers, Servno server, Directory server, Command Center, and CATI and CAWI web survey servers.
Create, update, and test CATI and CAWI surveys in the Voxco environment.
Create and update Voxco IVR scripts to direct inbound calls to the correct destination.
Monitor CATI/CAWI system performance and diagnose and resolve survey configuration and access issues.
Develop and maintain documentation for system configurations, operational procedures, and network diagrams, and provide weekly voice statistics.
Work with SIP vendors and service providers to manage equipment, escalate issues, and stay current on technologies.
Implement and maintain security measures and ensure compliance with relevant policies and industry standards.
Provide technical support to end users and occasionally train non-technical employees on system usage.
Install, configure, and troubleshoot Windows Server operating systems and their components.

Benefits

Generously subsidized health insurance, effective on the first day of employment.
Dental and vision insurance.
Defined contribution retirement program and a separate voluntary 403(b) retirement program.
Group life insurance.
Long-term and short-term disability insurance.
Generous paid time off and holidays.
Paid parental leave.
Bereavement leave.
Tuition assistance.
Employee Assistance Program (EAP).