Responsibilities

• Handles various levels of support work with service providers to resolve telecom issues.
• Conducts hardware/software releases and upgrades in line with change management processes/procedures.
• Plans, coordinates, and implements system upgrades, platform migrations, and technology replacement initiatives to ensure the long-term stability and modernization of all communications systems.
• Conducts testing, performance monitoring, and optimization activities to ensure optimal system performance and user experience.
• Acts as liaison to telecom vendors to maintain critical systems, including cloud and on-premises phone system infrastructure and SIP trunk services.
• Resolve trouble tickets opened by end users.
• Establishes procedures for the backup of system components and disaster recovery.
• Evaluates technology and services, including assessment, testing, deployment, project management, and documentation of hardware and software technologies.
• Supports the installation, configuration, maintenance, and monitoring of telecom equipment and the integration of voice and data hardware and software with current and future developed applications/technology platforms.
• Supports, configures, and maintains collaboration and communications platforms including WebEx, Calabria, Cisco Unity, Cisco Emergency Responder (CER), RedSky, and 2Ring applications.
• Oversees integration of WebEx and other third-party platforms with existing UC/VoIP infrastructure and contact center systems.
• Tracks market developments and makes recommendations on upgrades, device engineering, and management solutions to improve efficiency.
• Oversees the design, programming, and implementation of call flows to support contact center operations.
• Works with CHA Leadership to transform our legacy communications infrastructure into a modern unified communications platform, including strategic planning for upgrades, migrations, and system replacements.
• Designs and configures UC/VoIP solutions that integrate voice, data, customer relationship management (CRM) tools, and text messaging, ensuring scalability, reliability, and security.
• Collaborates with Information Technology Services (ITS) cross-functional teams to ensure new systems align with overall network architecture, IT security policies, and regulatory and contractual requirements.
• Provides escalated off-hour support via a 24/7/365 on-call rotation.
• Other network and infrastructure duties as assigned.

Requirements

• Bachelor's degree in area of specialty related to the position
• 2-4 years of experience in the field with a minimum of 2 years of project management experience
• Experience in administration of Cisco Unified Communications and Contact Center Express, on-premises, or cloud or related systems
• Experience designing and programming interactive voice response (IVR) and call routing flows
• Proficiency in configuring and troubleshooting SIP trunks, gateways, IP phones, and related UC/VoIP infrastructure components
• High proficiency in testing and troubleshooting SIP, VoIP, and data networking circuits
• Experience in inbound and outbound call provisioning and routing, vector programming, skills-based routing, automatic route selection (ARS) and automatic alternate routing (AAR) table programming
• Ability to create and maintain telephone and network architecture topology diagrams
• Strong understanding of the need for discretion and the confidential handling of business information
• Expertise in deploying and managing VoIP technologies, such as Cisco Unified Communications Manager (CUCM), Microsoft Teams, or similar platforms
• Working knowledge of software, including Microsoft Office suite
• Ability to communicate effectively verbally and through emails and memorandums.

Preferred

• Experience with WebEx, Calabria call center applications, Cisco Unity voice mail systems, Cisco Emergency Responder (CER) and RedSky for E911, and 2Ring integrations is strongly preferred.

Benefits

• Vacation, Sick and Personal, competitive PTO package
• Medical (HMO, PPO, and No employee cost High-Deductible PPO) Dental, Vision, and Life Insurance
• Short-Term and Long-Term Disability Insurance
• Long-Term Care Insurance
• Pet Insurance
• Parking Transit
• Prepaid Legal Services
• Brightstar 529 College Savings Plan
• Identity Theft Protection
• Hospital Indemnity Insurance
• Voluntary Critical Illness Insurance
• Deferred Compensation Plan: Empower 457/401(a) with a 3% employer match
• Pension Plan: CHA makes contributions on behalf of the employee, along with the employee's 3% contribution; 100% vesting occurs after 6 years of continuous employment or opt-out of CHA 's Retirement Plan and continues to participate in the Municipal Employees Annuity and Benefit Fund of Chicago
• Hybrid work schedule (position specific) This position may be eligible for remote work following a successful completion of a 90-day probationary period according to CHA's established policies and procedures.