Analyst III, Telephony Analyst, Network Infrastructure

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Professional and Managerial Group

Analyst III, Telephony Analyst, Network Infrastructure

Computing and Communications Services

Two (2) positions
Hiring #: 2023-0036

Please read the Application Instructions before applying

Computing and Communications Services (CCS) is the central IT department at the University of Guelph, providing core IT services and technology solutions to the U of G community.  CCS has a progressive organizational culture, including a strong learning and development focus, and is committed to its Core Values: Service Culture, Integrity, Individual Leadership, Teamwork, Agility, and Communication.

Reporting to the Manager, Network Infrastructure the Telephony Analyst, Network Infrastructure will be an integral part of a team of other analysts, providing consistent and high-quality support to the telephony network environment.  Through collaboration and communication, the main responsibility of this role is to assess the needs of clients and provide recommendations to formulate design; develop custom scripts and deploy effective call distribution and/or processing solutions in the UCCX environment. Other duties include the evaluation of performance and capacity of telephony systems providing recommended improvements and implementation of modifications; monitoring interactions between telephone systems and external PRI/trunks and alarm circuits; conducting training sessions for on-campus users and creating procedural documents for clients and internal use. The role will also have a shared responsibility of collaboration technologies, including the operation and optimization of Cisco WebEx and a Cisco Jabber softphone solution.

This position additionally serves to provide second level support for telephony and user issues that are escalated from the CCS Help Centre. Other tasks include providing project coordination, telephony service documentation (web content & documents), development and documentation of Standard Operating Procedures, ensuring accuracy of telecommunication databases and spreadsheets and preparing purchasing orders for telephony equipment and maintenance renewals.

Requirements for this position include:

  • A University degree in computer science or a related field along with several years’ work experience in a similar role preferably within an academic environment.  An equivalent combination of relevant education and experience may be considered.
  • Proficient with maintaining and upgrading Cisco collaboration products including Call Manager
  • (CUCM/IM&P), Unity Connection, Contact Center (UCCx), Mobile Remote Access (Expressway), PSTN
  • gateways (ISR 3K, ISR 4K), analog gateways (VG248, VG224)
  • Previous experience with softphone technology (Cisco Jabber v12.x) and Siemens Hicom phone system is an asset
  • Previous experience with project management methodologies (Waterfall, Agile) is an asset
  • Proven ability to work effectively both independently and within a team, exhibiting excellent oral and communications skills
  • Excellent personal judgement and organizational skills with the ability to multitask and prioritize duties while dealing with frequent interruptions
  • Exceptional customer service skills and positive attitude combined with a high level of diplomacy and professionalism with the ability to work in a changing environment
  • Ability to troubleshoot, diagnose and resolve telephony issues and provide functional guidance
  • Proficient with:
    • Virtualized environments, i.e. ESXi
    • Directory technologies and tools, i.e. Active Directory and LDAP
    • Unix/Linux scripting and/or programming Cisco
    • WebEx v39/40.x (Meetings, Events & Training)

This position involves elements that must be performed on-campus as well as elements that can be conducted remotely. More information regarding the flexible work policy can be found here: 520 Flexible Work Arrangements (Non-Academic Staff) | Human Resources (

Position Number         684-001, 684-012
Classification               P04
Professional/Managerial Salary Bands

At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.

Posting Date: 2023 01 09
Closing Date: 2023 02 06 (extended)