WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY
We are seeking a dynamic and skilled voice/collaboration support engineer to join our Unified Communications team at UT Southwestern. As we implement and transition to a contact center as a service (CCaaS) platform, this role will play a key part in ensuring seamless deployment, system optimization, and ongoing support for enterprise contact center operations. Individual in this role must also have experience supporting an enterprise unified communications as a service (UCaaS) implementation. Candidates must bring both strong technical aptitude and a customer-first mindset, with creativity, self-drive, and a passion for solving problems and elevating the user experience. This position is eligible for a hybrid work schedule.

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION
Required

• Education
  Bachelor’s Degree Or equivalent experience

• Experience
  6 years Experience in installing, programming and maintaining hardware and software associated with the successful operation of a large VoIP system, preferably a Unify OpenScape Voice and

Preferred

• Experience
  Experience in telecommunication network design and traffic engineering.
• Three plus years of supporting cloud contact center and unified communications platforms (Talkdesk, Genesys, NICE CXone, Cisco, and/ or Microsoft Teams) 
• Strong VoIP, SIP, and SBC (Oracle, AudioCodes) expertise.
• Experience with APIs, webhooks, or middleware (e.g., Zapier, Workato). 
• Familiarity with Azure AD, SSO, identity management, and ITSM tools like ServiceNow Education 
• Industry certification in voice/collaboration (e.g., CCNA Voice, Talkdesk Certified Professional). o ITIL certification a plus.

JOB DUTIES

• Determines the methodology for installing telephone service, and appropriateness of significant equipment and/or software changes. Develops and approves technical standards and interfaces for connectivity of data transmission devices to the telecommunications system.
• Monitors and configures telecommunications systems to assess technical performance and makes recommendations for system enhancements and expansion; Evaluates and makes recommendations for various telecommunications products and services specifically as they relate to the core switching equipment, voice mail systems and ancillary devices; making recommendations as to which will work best within our environment.
• Performs feasibility studies related to core switching equipment and ancillary devices; uses electronic testing, metering, and monitoring devices and applications for in-depth preventative maintenance and to locate trouble, test switches, trunks and links to restore or cause to be restored any service and/or equipment identified as faulty.
• Reads and follows schematic diagrams and technical notes to install hardware and software, perform moves and changes to PBX system, VoIP system and station equipment, as well as voice mail systems and communication circuits. This includes the configuration and installation of OpenScape Branch, circuit cards and making appropriate software configuration changes to accommodate additional equipment.
• Monitors system statistics and alarms and develops system usage reports on core switches, voice mail system, trunks and all ancillary services.
• Diagnoses and corrects service disruptions, to maintain, change and repair OpenScape Voice, PBX system hardware/software and associated communications equipment; handling any voice and data network problems resulting from traffic interruptions that could not be resolved by the Telecommunications Analysts.
• Assists other technicians and analysts in finding and resolving voice and data problems; escalates and tracks issues with various telecommunications manufacturers’ and providers’ technical support organizations when issues are not able to be resolved in-house.
• Evaluates communications systems failures and prepares root cause analysis reports for upper management.
• Prepares reports and maintains records on system capacities and system status.
• Acts in a lead capacity over other Telecommunications Technicians providing leadership and assigning work and direction; assists in training and mentoring of other Technicians, Analysts, and end users.
• Performs other duties as assigned.

SECURITY AND EEO STATEMENT
Security
This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO Statement
UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.