Telecommunications Analyst Senior

About This Role

Responsible for the design, administration, optimization, security, and lifecycle management of voice over internet protocol (VoIP) and related telecommunications platforms supporting academic, administrative, and public safety operations. Ensures service availability, redundancy, disaster recovery, and business continuity for voice and communications systems.

Designs, configures, administers, maintains, and supports enterprise‑grade VoIP and unified communications platforms. Develops and maintains technical standards, procedures, diagrams, inventories, and documentation related to the telecommunications environment.

• Supports and optimizes voice services across multiple campuses and locations. Monitors telecom system performance, voice quality, call capacity, and service reliability; proactively identifies trends and resolves issues.
• Collaborates with various stakeholders for campus technology planning, infrastructure modernization efforts, and facilities‑related projects that affect communications systems.
• Leads the planning, implementation, migration, and ongoing support of modern voice platforms, including cloud and hybrid telephony solutions.
• Ensures service availability, redundancy, disaster recovery, and business continuity for voice and communications systems.
• Supports integrations with directory services, identity and access management systems, E911/e911 services, emergency notification solutions, and other enterprise systems, ensuring compliance with applicable regulatory, institutional, and operational requirements.
• Provides technical guidance, mentoring, knowledge sharing, and guidance to staff involved in telecom and related infrastructure support. Allocates or delegates work, and provides input and feedback regarding performance, evaluation, and development.
• Serves as a technical lead on telecommunications projects, upgrades, renewals, migrations, and service improvements. Leads advanced troubleshooting efforts and acts as an escalation point for complex voice and communications issues.
• Coordinates with vendors and service providers on implementation, support issues, maintenance activities, service quality, and lifecycle planning.
• Applies best practices for VoIP and unified communications security, including fraud prevention, access controls, patching, and coordination with network and information security teams.
• Participates in change management, maintenance planning, testing, and after‑hours work as needed to minimize service disruption.
• Performs other job‑related duties as assigned.

• Bachelor’s degree in Information Technology, Telecommunications, Networking, or a related field and four years of related experience; OR Associate’s degree in Information Technology, Telecommunications, Networking, or a related field and six years of related experience.

• Microsoft Office Professional or similar application.
• Session Initiation Protocol (SIP), call routing, dial plans, voice gateways, Private Branch Exchange (PBX)/soft‑PBX platforms, and enterprise voice environments.

• Attention to detail while maintaining effective time and task management.
• Mentoring team members to develop goal setting plans, share knowledge and experiences.

• Express and present complex concepts and information in a manner easily understood by others.
• Interact in a positive manner with diverse populations and varying education levels of students, faculty, staff, and the public.
• Effectively communicate verbally and in writing on a regular basis with internal and external customers, build relationships, manage customer expectations, and take responsibility for a high level of service.

• Regular physical attendance required.
• Participate in on‑call support and scheduled after‑hours maintenance as required to support critical infrastructure and ensure continuity of operations.
• Valid Florida driver’s license.

• Experience supporting E911/e911, emergency communications, contact center technologies, or…