HOUSTON APARTMENT FOUNDATION
Telecommunications Maintenance Technician II
HOUSTON APARTMENT FOUNDATION, Dallas, Texas, United States, 75215
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
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 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 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
Industry certification in voice/collaboration (e.g., CCNA Voice, Talkdesk Certified Professional)
ITIL certification (a plus)
JOB DUTIES
Determine the methodology for installing telephone service, and appropriateness of significant equipment and/or software changes. Develop and approve technical standards and interfaces for connectivity of data transmission devices to the telecommunications system.
Monitor and configure telecommunications systems to assess technical performance and make recommendations for system enhancements and expansion; evaluate and make 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.
Perform feasibility studies related to core switching equipment and ancillary devices; use 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.
Read and follow 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.
Monitor system statistics and alarms and develop system usage reports on core switches, voice mail system, trunks and all ancillary services.
Diagnose and correct service disruptions, to maintain, change and repair OpenScape Voice, PBX system hardware/software and associated communications equipment; handle any voice and data network problems resulting from traffic interruptions that could not be resolved by the Telecommunications Analysts.
Assist 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.
Evaluate communications systems failures and prepare root cause analysis reports for upper management.
Prepare reports and maintain records on system capacities and system status.
Act in a lead capacity over other Telecommunications Technicians providing leadership and assigning work and direction; assist in training and mentoring of other Technicians, Analysts, and end users.
Perform 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 113.001(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.
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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
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 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 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
Industry certification in voice/collaboration (e.g., CCNA Voice, Talkdesk Certified Professional)
ITIL certification (a plus)
JOB DUTIES
Determine the methodology for installing telephone service, and appropriateness of significant equipment and/or software changes. Develop and approve technical standards and interfaces for connectivity of data transmission devices to the telecommunications system.
Monitor and configure telecommunications systems to assess technical performance and make recommendations for system enhancements and expansion; evaluate and make 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.
Perform feasibility studies related to core switching equipment and ancillary devices; use 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.
Read and follow 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.
Monitor system statistics and alarms and develop system usage reports on core switches, voice mail system, trunks and all ancillary services.
Diagnose and correct service disruptions, to maintain, change and repair OpenScape Voice, PBX system hardware/software and associated communications equipment; handle any voice and data network problems resulting from traffic interruptions that could not be resolved by the Telecommunications Analysts.
Assist 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.
Evaluate communications systems failures and prepare root cause analysis reports for upper management.
Prepare reports and maintain records on system capacities and system status.
Act in a lead capacity over other Telecommunications Technicians providing leadership and assigning work and direction; assist in training and mentoring of other Technicians, Analysts, and end users.
Perform 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 113.001(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.
#J-18808-Ljbffr