Telecommunications Voice Innovation Senior Analyst

Advertising Summary: VCU Telecommunications Services is seeking an experienced Telecom Voice Innovation Senior Analyst to join our team. This role helps drive forward‑looking voice‑service initiatives, evaluates emerging technologies, and collaborates with campus partners to enhance and modernize the university’s telecommunications capabilities. ​All full-time University staff are eligible for VCU’s robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition benefit, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, and abundant opportunities for career development and advancement.

Unit: Technology Services MBU

Department: Telecommunications Services

Department Summary: VCU Telecommunications Services is seeking an experienced Telecom Voice Innovation Senior Analyst to join our team. This role helps drive forward‑looking voice‑service initiatives, evaluates emerging technologies, and collaborates with campus partners to enhance and modernize the university’s telecommunications capabilities. ​All full-time University staff are eligible for VCU’s robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition benefit, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, and abundant opportunities for career development and advancement.

Duties & Responsibilities

The Telecom Voice Innovation Senior Analyst serves as a senior technical and analytical contributor within the Telecommunications Services project group responsible for modernizing the university’s voice and contact center ecosystem. This role blends operational expertise, innovation leadership, and project participation to support the transition to a Contact Center as a Service (CCaaS) platform, the migration from an on‑premise PBX to a hybrid cloud voice environment, and the integration of voice services with enterprise applications through APIs. The Senior Analyst identifies opportunities for improvement, evaluates emerging technologies, and collaborates with cross‑functional teams to enhance service delivery, automation, and user experience.

The work location is virtual, but requires the employee to live and work in the east coast time zone.

Qualifications

Minimum Qualifications

• Significant experience supporting enterprise voice telecommunications systems, including cloud-based voice platforms, SIP, VoIP or contact center technologies.
• Experience with API based integrations in a cloud communications environment.
• Demonstrated ability to perform advanced technical analysis and contribute to large-scale voice telecom and/or CCaaS implementation and modernization efforts.
• Strong understanding of telecommunications infrastructure, protocols and service delivery models. Excellent written and verbal communication skills, including the ability to collaborate with technical and non-technical audiences, gather requirements and maintain productive relationships.

Proven experience collaborating with cross-functional teams such as engineering, networking, operations, security, business units and external partners through large-scale technology transitions. College degree in telecommunications, information technology or a related field; or an equivalent combination of education, training and relevant experience.

• Exhibit proficiency in the use of technology tools for reporting, documentation, communication, schedule and coordinate meetings, and data analysis.
• Ability and willingness to work flexible hours based on business needs and to support occasional on-site meetings, customer engagements and/or attend professional development opportunities.
• Demonstrated ability to work in and foster an environment of respect, professionalism and civility with a population of faculty, staff, and students from all backgrounds and experiences, or a commitment to do so as a staff member at VCU.

Preferred Qualifications

Experience with CCaaS platforms such as NICE, Five9 or similar.

Experience in a university or health system operational environment.

Experience with cloud communications platforms (e.g., Avaya Cloud Office, RingCentral, C1CX or similar)

Knowledge of voice related integrations for healthcare applications (e.g., Spok, Ascom, Epic) Experience creating process documentation and standard operating procedures.

Salary Range: $60,900-$121,800

Benefits: All full-time university staff are eligible for VCU’s robust benefits package that includes comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more.

FLSA Exemption Status: Exempt Hours per Week: 40

Restricted Position: No

ORP Eligible: No

Flexible Work Arrangement: Fully Remote

University Job Title: 2428S - Sr Telecommunications Analyst 2 - 3