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General Summary of Position:

The Systems Administrator – Unified Communications is a highly technical staff member within the Systems Engineering group in Information Technology. This position is responsible for primary ownership of the university’s enterprise telephony and unified communications infrastructure while also functioning as a fully integrated member of the broader Systems Engineering team.

This role maintains operational responsibility for UMass Lowell’s voice and communications platforms, including Session Border Controllers (SBCs), VoIP systems, SIP trunking, carrier services, and E911 compliance. In addition to unified communications ownership, the Systems Administrator is expected to contribute to general infrastructure initiatives and participate fully in cross-platform engineering efforts. Architectural standards and design decisions are established by the Systems Engineering Manager and Director, with this role focused on implementation, operational stability, and continuous improvement.

Under the direction of the Director of Systems Engineering, this position supports both the stability and modernization of unified communications services while also assisting with virtualization, server infrastructure, identity services, and other enterprise systems as required. The Systems Administrator participates fully in the Systems Engineering on-call rotation and must be capable of diagnosing and resolving infrastructure issues across a multi-vendor environment.

Minimum Qualifications (Required):

• Bachelor’s degree in a related field and 1–3 years of relevant experience required; OR Associate’s degree in a related field and 2–5 years of relevant experience; OR high school diploma, GED, OR equivalent and 4–7 years of relevant experience.
• A strong commitment to providing excellent customer service and ensuring the success of campus stakeholders.
• Requires 3+ years of experience in enterprise systems administration within an Information Technology environment.
• Experience administering enterprise VoIP or unified communications systems, including SIP, Session Border Controllers (SBCs), and carrier trunking services.
• Understanding of telephony architecture, dial plans, call routing logic, and voice resiliency design.
• Experience supporting virtualization platforms such as VMware vSphere, Hyper-V, or Nutanix AHV.
• Proficiency with Windows Server environments and foundational knowledge of Linux systems administration.
• Understanding of core infrastructure services including Active Directory, DNS, DHCP, and authentication systems.
• Demonstrated ability to troubleshoot issues across multi-vendor infrastructure platforms.
• Experience testing high-availability and disaster recovery solutions for critical systems.
• Knowledge of E911 regulatory requirements and emergency communications compliance.
• The ability to comprehend complex technical issues, rapidly isolate and prioritize likely causation, and develop effective remediation strategies.
• The ability to explain complex technical concepts to non-technical users.

Additional Considerations:

• Experience in higher education is preferred.
• Experience with Microsoft Teams Voice, FreePBX, AudioCodes, or other unified communications platforms preferred.
• Experience with enterprise storage, backup platforms, and disaster recovery testing preferred.
• Industry-recognized certification in unified communications, virtualization, or systems engineering preferred.
• Experience with infrastructure automation, scripting, or configuration management tools preferred.