Infrastructure Telecommunications Analyst

Position Title

Infrastructure Telecommunications Analyst

The Infrastructure Telecommunications Analyst will work independently to provide reliable, cloud-based telephony, messaging, unified communications, reporting, and custom collaboration services to faculty, staff, and students across Hawk Hill, University City and Lancaster, PA campuses. This role will be instrumental in replacing legacy on‑premise PBX systems with a modern cloud solution beginning in March
2026 and in ensuring a seamless transition to new telephony services.

• Cloud PBX Administration – independently manage programming, administration, and feature configuration of Cloud PBX and UCaaS/CCaaS platforms (e.g., Microsoft Teams Phone, Zoom Phone, Cisco Webex, Ring Central).
• Provisioning & MACs – streamline Moves/Adds/Changes, create automated workflows for user account provisioning, virtual line setups, and endpoint installations.
• Database Management – update and maintain accurate user, departmental, cabling location, and billing documentation.
• Compliance – process and upload updates to maintain compliance with modern E911 routing systems and regulations.
• Troubleshooting – investigate and resolve complex telephony problems related to SIP trunking, call routing, network interconnectivity, QoS, outages, and software programming.
• System Optimization – monitor cloud analytics dashboards, system metrics, and special circuits to ensure efficient operation and optimized network performance.
• End‑User Support – deliver instruction for end‑user softphones, hardware devices, and web‑accessible applications such as ACD, cloud recording, and modern reporting suites.
• Documentation – consistently document all changes to system processes, architectures, and operational procedures.

• Assist the Networking team with Layer1 and Layer2 support, hardware provisioning, and circuit troubleshooting on a part‑time basis.
• Balance daily telecom service requests (MACDs) with high‑priority network initiatives to maintain 24/7 operational continuity.
• Support large‑scale IT and telecom project requirements with technical knowledge, data provisioning, and system programming.
• Ensure all trouble tickets conform to established SLAs and quality practices.

• Education/Experience – Bachelor’s degree (or equivalent) and 3‑5years of relevant telecommunications experience, including proven experience managing enterprise Cloud PBX environments.
• Technical Aptitude – strong aptitude with modern software, cloud administration portals, spreadsheets, and databases.
• AI Integration Experience (Desired) – familiarity with AI‑driven telecommunications tools such as conversational AI, voice sentiment analysis, AI call routing, or automated transcription and QA services.
• Problem Solving & Complexity – ability to independently handle multiple complex tasks, prioritize workloads under frequent deadlines, and resolve diverse problems across hardware, software, and networks.
• Communication & Leadership – frequent and clear communication (email, voice, in‑person) to coordinate projects with faculty, staff, students, vendors, and IT colleagues; occasional coordination or management of on‑site technical staff and student workers.
• Initiative – devise creative ways to integrate new technologies and provide tailored communication solutions for various university departments.

Requirements include extensive walking, standing, sitting, kneeling, and lifting; occasional confined space work. The role requires availability for evening and weekend hours to address critical issues or project demands, and to respond to emergencies on a 24/7 basis.

The estimated pay range for this position is $65,000–$72,000 annually, commensurate with experience and educational background.

Saint Joseph’s University is an equal opportunity employer that seeks to recruit, develop and retain a talented and diverse workforce. The University is committed to the diversity of its faculty and staff so that our students, disciplines and community may benefit from multiple perspectives. The university prohibits discrimination on the basis of sex in its employment activities in accordance with Title

IX. The Title IX Coordinator is responsible for overseeing compliance with Title

IX and other civil rights laws and regulations.