Description of primary duties and responsibilities:
Primary Purpose of the Organizational Unit:

The mission of Information Technology & Telecommunication Services is to explore, implement and support the uses of technology to achieve the University’s academic and administrative objectives as stated in the University strategic plan.

Primary Purpose of the Position:

The IT Network Administrator III (Senior UC Engineer) primary role will be providing architectural support and infrastructure support to Fayetteville State University’s Microsoft Teams environment. Since this role is geared towards a technical individual, the candidate should have most/all the required skills and experience in a wide range of technologies and not just Unified Communications. The engineer will be part of Unified Communications Engineering team that owns the design, development, delivery, and experience of Unified Communications System platform (MS Teams).

This position is responsible for the design, selection, implementation, integration, management, user experience and retirement of Collaboration and Communication technology. This position works closely with various ITS teams and university business partners to deliver consistently excellent user experiences and technology experiences for our staff, faculty, and students.

Possess advanced Unified Communications knowledge. The position requires intermediate to advanced level experience using Microsoft Office products. Candidate must have good verbal and written communications skills as well as good customer service skills. Candidate must be able to handle multiple tasks with shifting priorities and possess good analytical skills. The candidate should be a fast learner, self-sufficient, and have a logical thought process to carrying out tasks/projects. Although the role will be focused mainly on Microsoft Teams, Cisco experience would be beneficial for integration between the two vendors.

Description of Work Continued:
Operational Management – 100%

Design and implementation of Microsoft Direct routing.
Work with vendors, clients, carriers and technical staff on implementation, optimization and security of Microsoft Teams.
First level support and management for all MS Teams Calling incidents and service requests (MACD) via TeamDynamix.
Troubleshoot, mitigate and resolve all reported issues according to SLAs.
Measure, monitor, report on and troubleshoot voice quality metrics (bandwidth, latency, jitter, packet loss) and work with Network Engineering team to optimize performance.
Ability to work with cross-functional teams, including network engineers, systems engineers, and software developers, to ensure successful delivery of high-quality Microsoft Teams Calling solutions.
Provide guidance and support to end users while proactively reviewing configurations and making recommendations to internal parties to ensure the maximum value to all users.
Design and implement Microsoft Teams Calling solution according to customer requirements and industry best practices.
Coordinate and collaborate with all teams for adoption and use of the environment.
Provide guidance on Microsoft Teams Calling solution design and deployment to cross-functional teams.
Administer and monitor the MS Teams Calling environment (users, configurations, end points).
Provide support and subject matter expertise (SME) on application integration with Microsoft Teams Calling where applicable.
Ensure Microsoft Teams Calling solution is scalable and resilient.
Work closely with network and systems engineers to ensure seamless integration of Microsoft Teams Calling solution with existing infrastructure.
Develop and maintain documentation for Microsoft Teams Calling solution design, deployment, and operations.
Participate in testing and validation of Microsoft Teams Calling solution.
Minimum Education And Experience Requirements:
A master’s degree in computer science, computer information systems, or computer engineering and two (2) to four (4) years’ experience in operations analysis and design systems programming or closely related area.

OR

A bachelor’s degree in computer science, computer information systems, or computer engineering with three (3) to five (5) years’ experience in operations analysis and design systems programming or closely related area.
Knowledge, Skills And Abilities:
Distinct expertise in Microsoft 365 ecosystem and services.
5+ years of administrative experience with UCC technologies, including voice, messaging, and workplace collaboration experience.
6+ years of administrative experience with Microsoft Teams.
Advanced hands-on experience and knowledge with Microsoft Teams Voice and Direct Routing.
Experience in scripting and automation using PowerShell, Python, or other relevant languages.
Advanced hands-on experience with the SIP protocol and analyzing call flows.
Significant hands-on experience with cloud contact center technologies.
Strong proficiency with direct routing, E.164 dial plans, e911, SIP Trunking, PowerShell scripting, and MS Teams routing policies.
Experience client facing and working with third-party Microsoft Teams Calling solutions and integrations.
Ability to comprehend, analyze, and research problems of a complex nature, make reasonable decisions, and recommend solutions.
Experience in SIP, BVOIP, PSTN deployments of Microsoft Teams.
Strong understanding of network infrastructure, including LAN, WAN, and VPN.
Experience in troubleshooting and resolving Microsoft Teams Calling issues.
Preferred Qualifications:
BS/BA in Computer Science, Computer Information Systems, Computer Engineering or closely related degree from an appropriately accredited institution and three years of experience in operations analysis and design, systems programming, or closely related area.

Special Instructions To Applicants:
Notice to Applicants
Please make sure that the work history listed on your application is identical to the work history listed on your resume. The application must be filled out completely, Do Not Use the phrase “see resume.”
Please list at least three (3) professional references to include a current supervisor. References will only be contact if you are selected for the position and with your permission.