Systems Engineer - Secure Computing and Operations

JOB SUMMARY:

NORC at the University of Chicago is seeking a Systems Engineer to join the Secure Computing and Operations group. This Systems Engineer position at NORC is for a hybrid role supporting the organization's voice infrastructure and its Computer Assisted Telephone Interviewing (CATI) systems. The role requires a blend of design, implementation, and operational support across Cisco, Microsoft, and CATI environments. The Systems Engineer will design, implement, and maintain NORC’s voice communication systems, with a strong focus on Voice over IP (VoIP) and Unified Communications (UC) solutions.

The Systems Engineer responsibilities span hardware and software management, network integration, troubleshooting, and ensuring high-quality, reliable, and secure voice services. The Systems Engineer’s focus is on gaining operational proficiency with all components of the Voxco platform (including dialers, servers, and web survey tools) to ensure smooth operation. Responsibilities also include the configuration and maintenance of surveys and Interactive Voice Response (IVR) scripts, as well as the proactive monitoring, diagnosis, and resolution of all related system and access issues.

This position will be based in our Chicago Loop office, with the expectation of hybrid work schedule of two days a week in the office. Qualified applicants must be eligible to work in the U.S. We regret that we are unable to offer visa sponsorship for this position. DEPARTMENT:
Secure Computing Systems and Operations NORC's Information Technology program provides technology services to our staff and clients. Given the critical role technology plays in our day-to-day lives, we are committed to providing professional, high-quality solutions in order to further our collective goal of advancing social science research. RESPONSIBILITIES:
Design & Implementation:
Architect and deploy scalable voice solutions, including IP Private Branch Exchanges (PBX), session border controllers (SBCs), voice gateways, and SIP trunks. Configuration & Maintenance:
Configure and manage Cisco Unified Communications Manager (CUCM), Cisco Expressways, Cisco Unity voicemail, Cisco ACD / UCCX, Cisco emergency responder (CER), and Microsoft Teams Phone System, including dial plans, call routing, and voicemail solutions. Troubleshooting & Monitoring:
Proactively monitor system performance. Diagnose and resolve complex voice-related issues, such as call quality problems, latency, and network outages, using diagnostic tools like Wireshark, Netscout, and Cisco Real Time Monitoring Tool (RTMT). Network Integration:
Collaborate with network engineers to integrate voice systems seamlessly with existing data networks (LAN/WAN) and enterprise applications, ensuring proper Quality of Service (QoS) for voice traffic. CATI / CAWI Operations:
Become operationally proficient with the Voxco CATI environment that consists of Pronto dialers, Servno server, Directory server, Command Center, CATI and CAWI web surveys servers. CATI / CAWI Configuration & Maintenance:
Create, update, and test CATI and CAWI surveys in the Voxco environment. Create and update Voxco IVR scripts to direct inbound calling to the correct destination. CATI / CAWI Troubleshooting and Monitoring:
Proactively monitor system performance. Diagnose and resolve survey related issues such as configuration and access. Documentation & Standards:
Develop and maintain comprehensive documentation for system configurations, operational procedures, and network diagrams. Provide weekly voice statistics. Vendor Management:
Interface with SIP vendors, and service providers to manage equipment, escalate issues, and stay updated on the latest technologies. Security & Compliance:
Implement and maintain security measures and ensure compliance with relevant policies and industry standards. Support & Training:
Provide technical support to end-users and occasionally train non-technical employees on system usage. System Administration:
Installing, configuring, and troubleshooting Windows Server operating systems and their components.

REQUIRED SKILLS:

Education:

Bachelor's degree in Computer Science, Telecommunications or related field. Or equivalent work experience.

Experience:

Three years of experience in voice engineering, telecommunications, and application support. Technical

Skills:

Deep knowledge of VoIP protocols (SIP, RTP, H.323)

Experience with Cisco call manager, unity voicemail, UCCX / ACD/ Finesse, and Cisco emergency Responder…