Position Focus:

As part of the Campus Technology Services division at Yale University, the Telecommunications team manages the communications infrastructure enabling Yale’s mission of research, teaching, preservation of knowledge and clinical care.

The Telecommunications team supports multiple modes of telephony throughout the campus including:

• Cloud-based VoIP serving approximately 15,000 users.
• On-premises legacy Avaya PBX serving approximately 12,000 lines.
• On-premises Cisco VoIP serving approximately 500 users.
• Several complex and mission-critical contact centers serving approximately 500 users.
• Emergency communications including approximately 1,000 ‘blue phones’ with connectivity to both the cloud-based and local exchange carrier.
• A variety of platform-specific telephone instruments – including wired, wireless, common area and softphone devices.
• Other types of communications that are deployed throughout the campus – including elevator, alarm lines and public safety.

This critical position serves as the Solutions Engineer and Subject Matter Expert responsible for:

• Strategic planning and operational administration of Yale’s telecommunications environment – including the tier 2 support in provisioning new service, moves, adds, changes and deletions for approximately 35,000 lines across the campus.
• Serving as the strategic planner and technical lead representing the Telecommunications organization in coordination with other internal Yale Information Technology teams – including the Network, Facilities and Security divisions.
• Representing and facilitating Yale’s technical engagement with telecommunications carriers and professional services partners.

Essential Duties

1. Acts as a project leader for technology projects. Consults with client to assess technology needs. Develops and implements solutions to meet those needs. Makes recommendations for allocation of resources, product selection, and priorities.
2. Delivers technical expertise and provides recommendation in researching, evaluating and implementing new technologies.
3. Provides high-level service for existing technologies and large scale projects, as well as high-end support for all technology.
4. Manages operating systems, applications, web services, and content on the client’s servers.
5. Maintains indepth knowledge of existing and emerging technologies.
6. Develops and reports on metrics that measure usage, reliability and client satisfaction for all technology services provided.
7. Manages relationships with internal and external clients, outside vendors, consultants and peer institutions.
8. Maintains highest possible degree of service and responsiveness in complex, multi-vendor, multiplatform environment.
9. Provides training on the usage of various technologies, and other software and hardware.
10. Manages assigned project tasks to ensure timely and high quality outcomes. Provides regular status reports on assigned projects.
11. Supervises temporary and student workers.
12. May perform others duties as assigned.

Required Education and Experience

Bachelor's Degree in a related field and three years of experience of related work experience or an equivalent combination of education and experience.

Required Skill/Ability 1:

Proven management of a large enterprise voice network - including the administration of Private Branch Exchange (PBX) and Voice over Internet Protocol (VOIP) systems.

Required Skill/Ability 2:

Proven experience in the provisioning of VoIP services - including hands-on configuration and administration of Quality of Service over Local and Wide Area Networks, maintenance of TCP/IP networks, deployment and operational administration of softphone clients and the planning and administration of physical and virtual server environments.

Required Skill/Ability 3:

Proven experience with mission-critical, complex and highly-available enterprise contact centers.

Required Skill/Ability 4:

Planning and administration of TDM and SIP network capacity planning and connectivity including vendor management with telecommunications carriers and professional services firms.

Required Skill/Ability 5:

Exceptional written and oral communication skills in the development and maintenance of documentation including system planning, deployment, training, inventory, procedural and business continuity materials.

Preferred Education, Experience and Skills:

Ten plus years of related experience in Telecommunications.

Preferred Licenses or Certifications:

Industry certifications including Cisco Certified Network Engineer - Voice and Collaboration.

Weekend Hours Required?

Occasional

Evening Hours Required?

Occasional

Drug Screen

No

Health Screening

No

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

Affirmative Action Statement:

Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: ocr.boston@ed.gov.

Note

Yale University is a tobacco-free campus