ITS - Customer Experience-607000

Information Technology

11/05/2024

11/19/2024

No

Permanent Staff (EHRA NF)

Manager of Complex Services and Senior Voice Engineers

EHRA Non-Faculty

00034020

NF0008646

Full-Time Permanent

1

40

North Carolina, US

90,000 - 126,500

12/09/2024

ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.

This position may be eligible for a hybrid work arrangement that may include a partially remote work location, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station.

ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.

The Telecommunications team within CE&E provides capable and knowledgeable support for the University’s phone systems and the service provider network that supports UNC calling applications. Currently, UNC Telecommunications provides phone services from a third-party, hosted, Voice over IP (Vo IP) cloud environment that interfaces with a separate third-party, managed, IP network, allowing domestic, international, and inbound toll-free calling. A second analog phone system is also supported for emergency or life safety applications. The Telecommunications team possesses and provides administrator control and management of services and features of diverse service providers and carrier-grade phone systems. This team is customer-focused and centered at its core; however, service providers are key to the success of the services we deliver and are often close collaborators and partners.

The Manager of Complex Services and Senior Voice Engineers will assist and support the Telecommunications Manager in maintaining current telecommunications technologies while planning and anticipating future changes and developments.

The Manager will lead a team of three highly skilled, technical, and knowledgeable staff (Network Specialist – Advanced and two Voice Engineers) to identify, learn, implement, support, and maintain current and future telecommunications technologies that are customer-focused at its core. This new position will balance the work and workflow of a new team and organizational structure in Telecommunications while also encouraging professional and technical growth, promoting customer and staff engagement, and fostering information sharing within the Telecommunications team as a whole. This position will use conflict management and resolution, motivation and organization to effectively manage the team. Must be able to explain technical issues to others at various skill levels. Must be able to effectively manage the team by ensuring appropriate staffing levels and equitably assigning work, projects, and duties. Ability to clearly communicate job expectations, provide training/coaching to employees, encourage professional and technical growth, and promote customer and staff engagement.

This position will oversee a team that responds to routine emails, service requests, and incidents submitted by customers for phone system services, application support, consultation, and troubleshooting. In addition, this manager provides leadership for a team of system administrators supporting two virtual servers that provide virtual fax and TFTP (hosting configuration files for analog terminal adaptors). The staff is responsible for maintaining firmware and other technical requirements for Vo IP devices that connect to the UNC network. The staff is also responsible for consultation, configuration, and setup of IP call center applications included with the current Vo IP phone system and will soon be responsible for new third-party call center applications, configuration, and setup. Additionally, the staff is responsible for supporting current and new software (e.g., softphone, API integration or potential, SSO with new applications, etc.).

In addition to managing a staff of three, this position will also respond to service requests and incidents submitted by the customer support tool.

Master’s and 1-2 years’ experience; or Bachelors and 2-4 years’ experience; or will accept a combination of related education and experience in substitution.

Be able to work in high stress conditions, often requiring overtime, either due to an unplanned outage or due to a planned, but complex project requiring significant change.