University of New Mexico

Albuquerque, New Mexico, United States

Technical Analyst 2 - req# 14277

Posted over 1 month ago

Job Description

Technical Analyst 2
Requisition ID req14277
Working Title Technical Analyst 2
Position Grade 13
Position Summary

The IT-Voice department (Cost Center) is seeking a knowledgeable candidate with experience in telephony systems and customer service in the UNM Information Technologies, Voice, Advanced Applications department. This position will require on the job training on Voicemail, Auto Attendant, Automatic Call Distribution, and Interactive Voice Response systems. Applicants should be familiar with VoIP, analog, and digital technologies in order to support voice systems for UNM, UH, HSC, Non-UNM and branch campuses (Valencia, Los Alamos and Gallup). This position will review customer requests and assist with the design and build of appropriate contact center technologies to support the business need and continuity. The position will oversee contact center applications, interface with application servers, and interface with vendors. Experience with carrier services, for example Century Link/Lumen), software and application upgrades, disaster recovery design, and change management processes is preferred.

Because of the interaction with customers within the University system and outside of the University

Excellent interpersonal skills

Ability to work effectively with a team of administrative and training customers, users

Ability to work in a high-profile position with diverse groups and expectations

Ability to be flexible while staying professional and positive in a changing environment

Support of 25,000 + end points with 1,000s of contact center agents, supervisors (complexity and support 24x7x365)

Ability to support remote campuses for contact center support

o Note: may require travel to remote campuses to train, support or be on site if required

See the Position Description for additional information.

Conditions of Employment
  • Specialty licensure/certification may be required, as specified by the department.
  • Successful candidate may be subject to a criminal background check prior to starting work.
Minimum Qualifications

Bachelor's degree; at least 1 year of progressively responsible experience directly related to the duties and responsibilities specified.

Higher education and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year for year basis.

Preferred Qualifications

Knowledge of telephony systems and design (analog, digital, VoIP, softphones)

Knowledge of Voice mail systems

Knowledge of IVR - interactive voice response systems (UNM, UH, HSC)

Assist on contact center and voice installation, migrations, designs

Customer service facing interface (UNMH, HSC, UNM) - review requests, create proposals, create estimates, and troubleshoot technical issues.

Contact center support (IVR, ACD, GNAVPRO)

Disaster recovery support

Interfacing with vendors, carriers, telecommunications products, designs and support as needed

Participate in the research, evaluation, and testing of new voice technologies and products (i.e cloud contact center, softphones, IVR )

Cherwell and Pinnacle interface, support for IT voice services

Server maintenance- Windows updates, upgrades, security, AD access

Installation, configuration, and training of software (GNAV, MLC, SP350)

Project coordination for projects that include special systems (I.E. Recording, ACD, softphones)

Process documentation and record maintenance

Additional Requirements -Official transcripts, High school diploma, or GED certificate will be required for hire. Please see minimum qualifications for specifics.
Campus Main - Albuquerque, NM
Department IT Networks (320A)
Employment Type Staff
Staff Type Regular - Full-Time
Term End Date
Status Exempt
Pay $3,434.31 to $4,666.67 Monthly
Benefits Eligible This is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for a more information.
ERB Statement Temporary and on-call employees working an appointment percentage of 26 (.26 FTE) or greater, per quarter, will be eligible to earn retirement service credits and thus are required to make New Mexico Educational Retirement Board (NMERB) contributions. More information pertaining to your FTE and NMERB contributions can be reviewed on the NMERB Guidelines Clarified webpage.
Background Check Required No
For Best Consideration Date 2/15/2021
Application Instructions

Only applications submitted throughthe official UNMJobs site will be accepted. If you are viewing this jobadvertisement on a 3rd party site, pleasevisit UNMJobs to submit an application.

Include Resume and Cover Letter

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.


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