University of California- Davis Health

Compensation

Full Description

Job ID 75705 Location Rancho Cordova Full/Part Time Full Time 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: 12/8/2025 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 • Certifications in related Call Center technologies and or 5 or more years of technical experience working with related technologies • Bachelor's degree in a related Call Center technical area. • 10 or more years of technical experience working with related technologies. • Experience supporting, monitoring and maintenance of large enterprise voice network and applications such as Cisco Call Manager (CUCM), Cisco Unity Voice Messaging, Cisco UCCX Automated Call system, Cisco PCCE ACD. • Experience engineering and maintaining a large Call Center software suites (i.e. Calabrio, 2Ring) containing Call Recording, Workforce Management, Quality Management and Reporting modules. • Experience engineering and maintaining a large Cisco VoIP Unified Communications management system. • Experience engineering and maintaining a large NEC Fusion Private Branch Exchange (PBX) telephone systems. • Experience analyzing highly complex communication hardware and software systems and maintaining a real-time resource that impacts campus/medical center/ OP-wide network users. • Experience using problem-solving skills and techniques to resolve unique issues and problems. • Experience gathering, organizing and analyze data in the completion of a variety of functional assignments. • Experience in communicating technical information to technical & non-technical personnel at various levels in the organization. • Experience in interpreting manuals to configure hardware or identify the source of a problem and take corrective action. • Experience in working independently and generating innovative solutions to problems. • Experience in managing large projects and meeting critical deadlines. • Experience in documenting technical systems, procedures and developing work plans. • Advanced knowledge of professional communications and network systems in the completion of diverse assignments. • Advanced knowledge of the practices and techniques of the voice and data field and the ability to determine a course of action based on guidelines. • Has highly developed problem solving skills to independently resolve issues using defined parameters and technical expertise. • In-depth, advanced understanding of various network hardware platforms, network related protocols and software including understanding of OSI layer 2 and 3 protocols at a complex level and related technical standards critical to the operation of interconnected networks. • Demonstrated ability to analyze highly complex communication hardware and software systems for maintaining a real-time resource that impacts campus / medical center / OP-wide network users. • Advanced knowledge and experience working with network management systems. Key Responsibilities • 40% - Call Center services Engineering & Design • 30% - Call Center Services Implementation • 20% - Call Center Services Troubleshooting • 5% - Drive UCDH provided vehicles • 5% - Project Management 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 • Salary or Pay Range: $8,283.33-$16,366.67 • Salary Frequency: Monthly • Salary Grade: Grade 25 • UC Job Title: COMM AND NETWORK TCHL ANL 4 • UC Job Code: 000545 • Number of Positions: 1 • Appointment Type: Staff: Career • Percentage of Time: 100 • Shift Hours: Day • Location: UCDHAS Building (HSP165) • Union Representation: 99 - Non-Represented (PPSM) • Benefits Eligible: Yes • This position is hybrid (mix of on-site and remote work) 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 or and our Job ID 75705 Location Rancho Cordova Full/Part Time Full Time 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: 12/8/2025 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 • Certifications in related Call Center technologies and or 5 or more years of technical experience working with related technologies • Bachelor's degree in a related Call Center technical area. • 10 or more years of technical experience working with related technologies. • Experience supporting, monitoring and maintenance of large enterprise voice network and applications such as Cisco Call Manager (CUCM), Cisco Unity Voice Messaging, Cisco UCCX Automated Call system, Cisco PCCE ACD. • Experience engineering and maintaining a large Call Center software suites (i.e. Calabrio, 2Ring) containing Call Recording, Workforce Management, Quality Management and Reporting modules. • Experience engineering and maintaining a large Cisco VoIP Unified Communications management system. • Experience engineering and maintaining a large NEC Fusion Private Branch Exchange (PBX) telephone systems. • Experience analyzing highly complex communication hardware and software systems and maintaining a real-time resource that impacts campus/medical center/ OP-wide network users. • Experience using problem-solving skills and techniques to resolve unique issues and problems. • Experience gathering, organizing and analyze data in the completion of a variety of functional assignments. • Experience in communicating technical information to technical & non-technical personnel at various levels in the organization. • Experience in interpreting manuals to configure hardware or identify the source of a problem and take corrective action. • Experience in working independently and generating innovative solutions to problems. • Experience in managing large projects and meeting critical deadlines. • Experience in documenting technical systems, procedures and developing work plans. • Advanced knowledge of professional communications and network systems in the completion of diverse assignments. • Advanced knowledge of the practices and techniques of the voice and data field and the ability to determine a course of action based on guidelines. • Has highly developed problem solving skills to independently resolve issues using defined parameters and technical expertise. • In-depth, advanced understanding of various network hardware platforms, network related protocols and software including understanding of OSI layer 2 and 3 protocols at a complex level and related technical standards critical to the operation of interconnected networks. • Demonstrated ability to analyze highly complex communication hardware and software systems for maintaining a real-time resource that impacts campus / medical center / OP-wide network users. • Advanced knowledge and experience working with network management systems. Key Responsibilities • 40% - Call Center services Engineering & Design • 30% - Call Center Services Implementation • 20% - Call Center Services Troubleshooting • 5% - Drive UCDH provided vehicles • 5% - Project Management 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 • Salary or Pay Range: $8,283.33-$16,366.67 • Salary Frequency: Monthly • Salary Grade: Grade 25 • UC Job Title: COMM AND NETWORK TCHL ANL 4 • UC Job Code: 000545 • Number of Positions: 1 • Appointment Type: Staff: Career • Percentage of Time: 100 • Shift Hours: Day • Location: UCDHAS Building (HSP165) • Union Representation: 99 - Non-Represented (PPSM) • Benefits Eligible: Yes • This position is hybrid (mix of on-site and remote work) 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 or and our