Sr. Telecommunications Engineer

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Department Overview
Telecommunications is a unit within the Information Technology Client Services (ITCS) department at UCOP. ITCS delivers comprehensive technical support for desktop computing and telecommunications services. The department operates an IT Client Support Desk, which provides first-level support to end users and routes requests requiring further assistance to second-level support teams via a ticketing system. ITCS also includes a desktop engineering team and a group responsible for IT asset management and software administration.

Position Summary
Applies advanced communications expertise and a deep understanding of industry practices, policies, and procedures to address highly complex telecommunications challenges. This role involves independent judgment in the evaluation of variable factors, development of effective strategies, and execution of solutions.

Key Responsibilities

30% Design, implement and maintain enterprise-grade telecommunications systems, including VOIP, SIP, cloud-based UCaaS (e.g., Zoom Phone), and legacy voice platforms (e.g., Cisco UC). Develop system architecture documentation, call flow diagrams, and configuration standards. Lead or support large-scale telecom infrastructure projects, including migrations and upgrades. Collaboration with cross-functional teams on infrastructure initiatives, disaster recovery, business continuity and security compliance. Provide senior-level troubleshooting and support for voice and telephony systems. Call Center, ensuring SLAs are met. Monitor system performance, diagnose issues and optimize for efficiency and reliability. Ensure all telecom system comply with industry regulations, internal policies and cybersecurity best practices.

25% Telecom Operations and Services: Assess operational efficiencies and opportunities for workflow improvements; develop, recommend and institute tools or processes to optimize and enhance service delivery and support; create and manage process documents; maintain and evolve departmental Service-Now forms and information; provide back-up coverage for other departmental staff; track and report on operational performance and service delivery; create functional and technical requirements for new or improved services; research and assess products, services and solutions for viability to adopt; lead the rollout/deployment of new products and services.

20% Provides technical and operational support for UCOP's integrated contact center ACD platform. Assists contact center end-users with training/instruction on various platform capabilities; interaction workflow/processing, reporting and workforce management. Provide back-up support when needed for Audio/Video systems and services.

15% Procurement: Establish annual and/or incremental purchase orders (POs); submit and manage transactions related to orders, billing, and payments; monitor the status, accuracy, and timeliness of payments and orders; resolve discrepancies and errors; define RFx requirements and evaluate vendor responses; compile Bill of Materials as needed; research and evaluate products, services, and solutions for adoption; and develop or improve departmental operational practices to support efficient procurement and billing processes. Financials: Compile, analyze, project and track spending, budgeting and trends; assess and make allowances for changes to funding, service offerings or staffing; propose optimal savings opportunities; report quarterly on spending to budget and provide variance analysis; assess, develop, and institute departmental operational practices as needed for effective financial administration. Vendor Administration: Maintain vendor Yes contact and escalation information; interface with vendors to assure effective and productive relations including at the regional and/or Sr. leadership levels; track vendor performance/deliverables and terms/conditions compliance; contract/agreement term administration and continuity; develop and effect means to address any noted vendor deficiencies; conduct periodic business reviews with key vendors; report quarterly on vendor status.

10% Mobile Devices: Research and report on telecom and mobile device trends (Industry, Market and Tech trends); continually optimize rate plans; serve as co-administrator of MDM platform; monitor and audit mobile device usage and policy compliance; provide guidance, instruction or corrective actions to customers to assure policy compliance; maintain portfolio of mobile device, accessory, plan and option offerings; report monthly on key mobile device metrics.

Experience
Required Qualifications

• Min 8 years of relevant experience in telecommunications or a related field.

Skills and Abilities
Required Qualifications

• Advanced knowledge of professional telecommunications and VoIP network systems/infrastructure in the completion of diverse assignments and as necessary to resolve issues using established parameters, creativity and independent judgment.
• Advanced knowledge of the practices and techniques of the voice and data field and the ability to determine an appropriate course of action.
• Demonstrated understanding implications of work on other areas.
• Has highly developed problem solving skills to independently resolve issues using defined parameters and technical expertise.
• Clearly understands the telecommunications needs of the organization and has skills needed to address those needs.
• In-depth, advanced understanding of Cisco Unified Communications Manager and Cisco VoIP networking, network related protocols and software including understanding VoIP protocols and related technical standards critical to the operation of interconnected networks.
• Demonstrated ability to analyze highly complex telecommunications hardware and software systems for maintaining a real-time resource that impacts UCOP telecommunications users.
• Advanced knowledge and experience working with telecommunications management systems/tools.
• 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 with the ability to work independently and as part of a team.
• Demonstrated problem-solving skills of unique issues and problems.
• Demonstrated ability to manage large or complex technical projects including but not limited to deployment of new telecommunications hardware, software or services.
• Ability to develop and maintain documentation including but not limited to end-user instructions, service descriptions, departmental work-flow or work processes, architecture/configuration/inventory records.

Education
Required Qualifications

• Bachelor's degree or equivalent in telecommunications or a related field.

Licenses and Certifications
Preferred Qualifications

• Cisco Collaboration Certifications (either/both): Cisco Certified Network Associate (CCNA) Collaboration Cisco Certified Network Professional (CCNP) Collaboration

Travel Requirements
5% Travel to Livermore and Sacramento satellite facilities

Job Title
Comm & Network Tech Analyst 4

Job Code
000545

Salary Grade
Grade 25

Payscale:
$155,000 - $183,000

Full Salary Range:
$109,200 - $207,800

The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging

ADDITIONAL INFORMATION

This is a hybrid position, minimum 3 days per week onsite in the office.

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

APPLICATION REVIEW DATE

The first review date for this job is (8/18/2025). The position will be open until filled.

CONDITIONS OF EMPLOYMENT

Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP

Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy

As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs, as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.

• "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer.
  • UC Sexual Violence and Sexual Harassment Policy
  • UC Anti-Discrimination Policy for Employees, Students and Third Parties
  • APM - 035: Affirmative Action and Nondiscrimination in Employment

EEO STATEMENT

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

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