Unified Communications Specialist

Role Description

Directorate of Technology, Estates & Facilities - IT Services

The Directorate of Technology, Estates and Facilities [DTEF] is responsible for ‘providing outstanding work, study, research facilities, and facilities to enhance the student experience, on campus and online’.

This role is part of the Unified Communications team within IT Services  Which is responsible for providing and running all integrated communication services utilised by the organisation such as voice, mobile, video conferencing, contact centres, augmented VR and instant messaging etc. The team also manages the University’s Unicard systems. These are large complex enterprise systems i.e. we currently manage 35,000 zoom accounts running approximately 370,000 meetings a year, 8,000 phone extensions consisting of Zoom and standard VOIP lines processing approximately 600,000 call legs, 1,200 mobile connections and produce approximately 15,000 unicard a year. 

Role

As a leading research University and following the global pandemic, York relies on excellent unified communication systems.

During the pandemic, the University took its communication platforms to the next level by implementing new Unified Communications platforms and modern channels e.g. Zoom Phone, Zoom Rooms, Cloud contact centre etc.

We are currently consolidating and rearchitecting our services after this rapid change as well as offering customers more self-service functions, beginning our journey to deploy centrally managed Hybrid rooms (Zoom Rooms) and continuing our development to offer a centralised omni-channel contact centre service to the entire institution.

We have an exciting opportunity for you to work within the Unified Communications team in IT Services. You will be a key member of the team, performing day-to-day operational tasks as well as configuring, fault finding, diagnosis of complex issues and ensuring the smooth running of our various modern unified communication systems, services, large cloud contact centre and hybrid IT rooms.

You will also work closely with the Unified Communications Manager in reviewing and implementing exciting new unified communication technologies to better serve the University’s needs. You will be providing a service to all parts of the University and so this role requires a professional, customer-focused approach to working with others, ensuring that all customers receive an excellent service

You’ll also assist in configuring and maintaining new communication channels such as Webchat, WhatsApp, WeChat, Facebook, Twitter etc as well as assisting departments and colleagues use the systems we provide to use these new channels to connect with staff and students. You will be providing a service to all parts of the University and so this role requires a professional, customer-focused approach to working with others, ensuring that all customers receive excellent service. 

Skills, Experience & Qualification needed

• Level 3 qualification. (Qualifications at this level include A levels. Please view the full list). We also welcome applicants with equivalent non-uk qualifications or equivalent professional experience.

• Knowledge of traditional & modern unified communications systems including VOIP, Zoom along with associated network design and protocols e.g. sip.

• Knowledge of converged PBX, Unified Communication systems and cloud contact centres e.g. Unify, Zoom, Genesys, Five9, Twillio or similar  

• Proven success in planning and co-ordinating the introduction of new systems and services along with experience of involvement in IT projects covering the full project lifecycle

• Experience of providing training and guidance to users of unified communication systems

• Proven success in the ability to reconcile conflicting priorities and to respond positively to complete tasks to deadlines and specified standards in a busy service environment

• Evidence of ability to learn quickly and work autonomously, have experience in complex  troubleshooting, follow procedures to maintain documentation and technical standards

• Experience of developing and managing services, preferably in an IT environment

• Evaluation and assessment of new technologies and incorporation into service design with experience of delivery within a service management framework such as ITIL

• Experience of computer programming e.g. PHP, ASP or similar

• Evidence of upholding our behaviours 

Please note that shortlisting for this post will take place on an ongoing basis

Interview date: to be confirmed

For informal enquiries:  Stefan Wielgosz (Unified Communications & UniCard Manager) on 01904 32 3826

The University strives to be diverse and inclusive  – a place where we can ALL be ourselves.

We particularly encourage applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented at the University. 

We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff. #EqualityatYork