Communications & Network Technical Analyst 4

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Job ID

75705

Location

Rancho Cordova

Full / Part Time

Full Time

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Job Summary

#CA-FT

The Comm and Network Technical Analyst IV VoIP (Call Center) Engineer possesses knowledge and skills of subordinate Comm and Network Technical staff Grades 1 through 3, plus the following additional : Under general direction, the Call Center Engineer is the recognized expert in VoIP (ACD) network support services of UCDH.

The Call Center Engineer has responsibility for enterprise-wide voice and data network design. The Call Center Engineer must have the knowledge, skills and abilities to make decisions that broadly affect strategic initiative for the entire UCDH. The Call Center Engineer has principal responsibility for 24 hour, seven day operation of all Call Center systems at UCDH.

The Call Center Engineer is recognized as a technical professional in the area of architecture, design, configuration, installation, maintenance and troubleshooting of Call Center technologies. The Call Center Engineer provides technical leadership with a high degree of knowledge in the overall field and recognized expertise in specific areas; problem-solving frequently requires analysis of unique issues / problems without precedent and / or structure.

The Call Center Engineer may manage programs that include formulating strategies and administrating policies, processes, and resources, functions with a high degree of autonomy. Under general direction, the successful candidate will lead, train co-workers and document architectural designs, strategies and configurations while supporting new and existing network and telecommunications assets in all production facilities. Primary responsibilities include capacity planning, traffic engineering and in-depth troubleshooting coupled with designing enhancements to the voice and data network architecture and lead deployment efforts.

The Call Center Engineer will be required to work with internal departments and external vendors to develop voice and data network solution requirements during the scope definition of all projects. Work with internal departments and external vendors to develop technical solutions during design phases. Incumbent applies advanced professional communications concepts, industry practices and relevant policies, procedures and objectives to resolve highly complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. The Call Center Engineer determines methods, techniques and evaluation to obtain results.

Apply By Date : 10 / 28 / 2025 by 11 : 59pm

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and / or certification if required of the position

• California Driver's License
• Bachelor's degree in a related technical area and / or equivalent experience / training.
• 5 or more years of technical experience working with related Call Center technologies.
• Advanced working experience with large enterprise voice communications and network systems.
• Technical experience and maintaining enterprise Call Center technology architecture and design.
• Technical experience maintaining Cisco (UCCE / PCCE) Contact Center Enterprise system applications and related hardware.
• Technical experience maintaining Cisco (CUCM) Communications Manager System applications and related hardware.
• Technical experience maintaining Cisco (UCCX) Automated Call Distribution system applications and related hardware.
• Technical experience maintaining Cisco VoIP Gateways and related hardware.
• Technical experience maintaining Cisco (Auto Attendant) scripts changes and upgrades.
• Technical experience maintaining Cisco (Unity) Voice Messaging applications and related hardware.
• Experience gathering customer requirements to provide technical recommendations and solutions.
• Experience maintaining large Private Branch Exchange (PBX) telephone systems.
• Experience maintaining the integration between CUCM and Unity Voice mail system.
• Experience maintaining a large network dial-plan, calling search spaces, and device pools configurations.
• Experience working with VoIP Automated Call Distribution (ACD) systems and applications.
• Experience working with Auto Attendant configurations and writing of scripts to support departmental requests.
• Experience with Network hardware platforms, Network related protocols and Software including understanding of OSI layers.
• Experience and problem solving skills to quickly assess problems, evaluate options, make a decision and resolve problems.
• Experience and organizational skills to manage multiple projects simultaneously.
• Understands implications of Call Center Services on all aspects of UCDH Hospital and Clinical areas.
• Clearly understands Call Center services and network needs of the organization and has skills needed to address those needs.
• Demonstrated ability to gather, organize and analyze data in the completion of a variety of functional assignments.
• Able to learn effectively and meet deadlines.
• Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Self-motivated and works independently and as part of a team.
• Demonstrated problem-solving skills of unique issues and problems.

Preferred Qualifications

Key Responsibilities

Department Overview

A part of UCDH IT, Unified Communications (UC) provides planning and implementation activities that delivers Wide Area Network (WAN), Local Area Network (LAN), VoIP, Call Center technologies, Wireless, E-mail, Voicemail and Workstation service for the entire UCDH enterprise. In response to institutional requirements, the department provides technological leadership and support for the cost-effective use of computers, software, telecommunications, email and networking to include installation, training and problem resolution.

Department Specific Job Scope

The Comm and Network Technical Analyst IV VoIP (Call Center) Engineer will lead the UC team in maintaining 24x7x365 high availability and mission critical voice and data network. The Call Center Engineer will be responsible for resolving daily Call Center services issues in response to IT Operations Center alerts and escalations. This may involve working with Security Team, project managers and other staff in order to resolve a multitude of voice and data network performance and monitoring issues.

POSITION INFORMATION

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC :

Physical Demands

Environmental Demands

Mental Demands

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Must be able to work extra hours (nights and weekends) if important development is behind schedule or the correction of problems with operational systems is considered critical. Must be available for 24-hour a day on-call rotation.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

Misconduct Disclosure Requirement : As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

A Culture of Opportunity and Belonging

At UC Davis, we're committed to solving life's most urgent challenges and building a healthier, more resilient world. We believe in growing through every challenge, continually striving to improve, and welcoming new perspectives that strengthen our community. We recognize that a vibrant and innovative organization values both individual strengths and shared purpose. The best ideas often emerge when people with different experiences come together.

As you consider joining UC Davis, we invite you to explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education. We believe you belong here. The University of California, Davis is an Equal Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

To view the University of California's Anti-Discrimination Policy, please visit : doc / 1001004 / Anti-Discrimination

Because we want you to feel seen and valued, our recruitment process at UC Davis supports openness and authenticity. Research shows that some individuals hesitate to apply unless they meet every qualification. You may be an excellent fit for this role-or the next one. We encourage you to apply even if your experience doesn't match every listed requirement. #YouBelongHere

To learn more about our background check program, please visit : departments / recruitment / ucd / selection / background-checks