The University of Southern Californiaâ??s Information Technology Services (ITS) is seeking an accomplished Unified Communications (UC) Engineer with an exceptional commitment to service excellence to join its team. As the UC Engineer, you will be an integral member of the Unified Communication & Collaboration team and will be responsible for supporting the design, engineering, and implementation of infrastructure and transmission technologies across USC. The qualified candidate will have an in-depth understanding of Unified Communication (UC) Products & Services and Networking with a willingness to learn other related technologies. The ideal candidate has excellent time management, technical, and communication skills. This candidate also is end user-focused and driven by customer satisfaction. This position works closely with IT Operations, Systems, Security, and Network teams to implement, monitor, and maintain production infrastructure. You will collaborate with diverse and talented team members to help solve multidimensional technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies. THE TEAM ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USCâ??s ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the universityâ??s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide and have access to the roles and career paths that align with their abilities and potential. We are looking for top talent to join us on our journey. ITS CULTURE USCâ??s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions. MINIMUM QUALIFICATIONS The candidate for the position of UC Engineer must meet the following qualifications: Direct, hands-on experience with network transport, design, planning, and implementation. Bachelor's degree (Combined experience/education as substitute for minimum education). Minimum of two years of experience in Unified Communications. Proven hands-on experience with voice applications and unified communications (UC) service networks, including network applications (e.g., Unified Communications Manager, voice switches, media gateways, SIP, routers, load balancers, firewalls). Proven experience with PBX, voicemail, call center management, and carrier services (e.g., Avaya Communications Manager, Second Nature, Avaya Aura Messaging, Frontier Centrex Manager, ATT Centrex Manager, Zoom, Five 9 or 8x8 and RingCentral). Comprehensive knowledge of data networking and IT fundamentals, and proven experience with service management tools, asset management, and billing tools (e.g., ServiceNow, Pinnacle). Experience supporting large-scale telephony implementations and upgrades (Saas/UCaaS/CCaaS), and delivering reliable, quality service within a higher education environment. Knowledge of data networking and IT fundamentals, and experience with service management tools, asset management, and billing tools (e.g., ServiceNow, Pinnacle). Knowledge of video conferencing, telepresence, and web conference solutions. Ability to assess problems and prioritize accordingly, based on importance, and urgency. Strong collaboration, communication, and technical documentation skills, with experience presenting ideas and solutions in non-technical, business-friendly terms. Ability to develop positive working relationships and strong rapport with team members. Â PREFERRED QUALIFICATIONS The ideal candidate for the position of UC Engineer has the following qualifications: Bachelor's degree in computer science, computer information systems, information technology, or relevant field. Four years of experience in information technology, computer science, or engineering. Experience in IT, higher education, or other relevant fields. THE WORK YOU WILL DO You will provide engineering and technical support for unified communications infrastructure and services, ensuring systems are operating at peak efficiency with little or no downtime. Assists in designing, configuring, troubleshooting, and maintaining university telephony equipment across multiple platforms. You will provide technical and training assistance to other ITS teams, as necessary, ensuring that industry best practices are applied regarding the use of technology, procedures, and methodology. Demonstrates ITS values in action. Job Accountabilities The UC Engineer: You will ensure the unified communications infrastructure operates at peak efficiency, troubleshooting university telephony equipment across multiple platforms. Actively and empathetically listen to and engage with customers, working to understand and identify service problems and root causes. You continually and appropriately design, configure, deliver, and maintains new unified communication services to customers. Consult with university departments and stakeholders to determine the suitability and capability of communications devices, in compliance with standard operating procedures (SOP) and all relevant policies and regulations. Works with vendors and external stakeholders to find and implement relevant effective technologies and applications. Manages communications with stakeholders, technical staff, leadership, and vendors (e.g., bug reports, contract negotiations, oral presentations), as required. Creates and maintains documentation, collaborating with team members to establish project plans, schedules, and priorities, and contributing to ITSâ?? knowledge base. Participates in the development, implementation, and maintenance of SOP and relevant training for unified communications administration, operation, and disaster recovery. Leverages telephony expertise to support the unified communications teamâ??s vision, analyzing data and recommending and developing improvements by maintaining currency with emerging technologies and industry trends. Builds and maintains a network of professionals, attending relevant events (e.g., organization meetings, conferences, training, trade shows) as appropriate. Aids the cultivation of an inclusive, transparent culture and environment, sharing information broadly, and actively embodies ITS values and behaviors (e.g., accountability, ethics, best-in-class customer service). Builds and maintains collaborative relationships with diverse groups of customers and leaders to ensure consistently, reliable service is delivered to a range of stakeholders. Works with ITS leaders to develop and manage holistic strategies for delivering service. Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time About the University of Southern California: USC is the leading private research university in Los Angelesâ??a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Familyâ??the faculty, staff, students, and alumni who make USC a great place to workâ??you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance. Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university. Minimum Education: Bachelor's degree. Combined experience/education as substitute for minimum education.Minimum Experience: 2 yearsMinimum Field of Expertise: Direct, hands-on experience with network transport, design, planning, and implementation. Knowledge of voice applications and unified communications (UC) service networks, including network applications (e.g. Unified Communications Manager, voice switches, media gateways, routers, load balancers, firewalls). Experience with PBX, voicemail, call center management, and carrier services (e.g, Avaya Communications Manager, Second Nature, Avaya Aura messaging, Frontier Centrex Manager, ATT Centrex Manager). Experience supporting large-scale telephony implementations and upgrades, and delivering reliable, quality service within a higher education environment. Knowledge of data networking and IT fundamentals, and experience with service management tools, asset management and billing tools (e.g. ServiceNow, Pinnacle). Knowledge of video conferencing, telepresence, and web conference solutions. Ability to assess problems and prioritize accordingly, based on importance, and urgency. Strong collaboration, communication and technical documentation skills, with experience presenting ideas and solutions in non-technical, business-friendly terms. Ability to develop positive working relationships and strong rapport with team members.