Title:
Unified Communications Administrator

Department:
Unified Communications & Networking

Reports To:
Associate CIO, Infrastructure and Security

Position Type:
Staff

Position Summary:
Reporting to the Director of Unified Communications and Networking, the position is principally responsible for highly complex activities related to administration of NJIT's unified communications systems and teledata infrastructure. The position is responsible for the design, implementation and management of a Unified Communications (UC) infrastructure into a single unified platform that enables seamless and efficient end-user experience. The Unified Communications Administrator will work collaboratively with a wide range of business, technical and IT service staff to ensure reliability and availability of the voice, video, messaging, and other channels that are integral components of NJIT's UC offering. As such, the Unified Communications specialist plays a crucial role in optimizing communication and collaboration within an organization with an emphasis on continual improvement and enhancing productivity and efficiency. In addition to designing and improving UC services, the position is responsible for ongoing maintenance and emergency repairs of UC hardware and software applications with an emphasis on security and high availability of service.

Essential Functions:
1. Responsible for the administration of NJIT's unified communications systems and teledata infrastructure, which includes:
- System design with an emphasis on usability as well as needs assessment.
- Implementation.
- Operational support with emphasis on monitoring, diagnosis, troubleshooting, and end-user support.
- Security and compliance with an emphasis on voice and data services as well as privacy.
- Training and documentation.
- Integration and interoperability.
- Lifecycle replacement.
2. Serve as the service owner for UC services such as Cisco Call Manager, Unity Connection, Jabber & Webex, Contact Center Express, Emergency Responder (E-911), VCS, and Expressway.
3. Provide project management support for NJIT's Unified Communications (UC) system. This includes coordinating the work of a team of Unified Communications Specialists and student employees, ensuring projects meet established objectives, achieve desired outcomes, stay within budget, and adhere to specified timelines.
4. Collaborate with internal teams, departments, and external partners to provide design guidance for conferencing technologies such as those supporting classroom instruction, event, and meeting spaces.
5. Proactively monitor the UC environment and lead response teams in regard to proactive/preventative maintenance as well as emergency service outages.
6. Work closely with the director to manage relationships with UC vendors, consultants, and contractors.
7. Coordinate with the academic departments and business units to ensure their needs are being met, collect ongoing feedback, and communicate changes, outages, and maintenance windows.
8. Maintain proper documentation for change control and asset management.
9. Resolve Level III incidents and service requests reported to the IST Service Desk.

Additional Functions:
1. Represent the Unified Communications and Networking department as part of a team that works on construction projects, this includes renovations and new construction (e.g. review bid documents, assist with IDF closet redesign, review classroom network diagrams).
2. Participates in rotation of after-hours coverage for immediate handling of unexpected emergencies. Available for on-call for extended periods outside normal working hours.
3. Keeps current with emerging technologies, new products, methodologies, and trends in the context of Unified Communications for college and university IT systems and services.
4. Work on specialized projects, complex projects and other duties as assigned.

Prerequisite Qualifications:
1. Bachelor's degree in computer science, information technology or a related field.
2. 5 years of experience in the Unified Communications field.
3. Proficiency in managing telecommunications related projects and staff in an enterprise environment.
4. A strong technical background in various aspects of unified communications including expertise in telephony systems (such as Cisco Unified Communications Manager or Microsoft Teams), VoIP protocols, SIP, H.323, codecs, and network infrastructure.
5. Experience designing training documents related to UC systems.
6. Strong oral and written communications skills.
7. Understanding of service assets, configuration management, and change management processes.
8. At the university's discretion, the education and experience prerequisites may be exempted where the candidate can demonstrate to the satisfaction of the university, an equivalent combination of education and experience specifically preparing the candidate for success in the position.

Preferred Qualifications:
- A Master's degree in computer science or a related field.
- Familiarity with cloud-based UC solutions and integration with other collaboration tools.
- Industry certifications such as Cisco Certified Network Professional (CCNP) Collaboration, Avaya Certified Implementation Specialist (ACIS).
- Experience in a higher education environment.
- Experience overseeing telecommunications construction projects.
- ITIL Foundation certification.

Bargaining Unit:
PSA

Range/Band:
31

FLSA:
Exempt
Full-Time