Telecommunications Maintenance Technician II

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas‑Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world‑renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas‑Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals.

Our highly competitive benefits package offers healthcare, PTO and paid holidays, on‑site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

We are seeking a dynamic and skilled voice/collaboration support engineer to join our Unified Communications team at UT Southwestern. As we implement and transition to a contact center as a service (CCaaS) platform, this role will play a key part in ensuring seamless deployment, system optimization, and ongoing support for enterprise contact center operations. Individual in this role must also have experience supporting an enterprise unified communications as a service (UCaaS) implementation.

Candidates must bring both strong technical aptitude and a customer‑first mindset, with creativity, self‑drive, and a passion for solving problems and elevating the user experience.

This position is eligible for a hybrid work schedule.

• PPO medical plan, available day one at no cost for full‑time employee‑only coverage
• 100% coverage for preventive healthcare – no copay
• Paid Time Off, available day one
• Retirement programs through the Teacher Retirement System of Texas (TRS)
• Paid parental leave benefit
• Wellness programs
• Tuition reimbursement
• Public Service Loan Forgiveness (PSLF) qualified employer
• Learn more about these and other UTSW employee benefits!

• Education: Bachelor's Degree or equivalent experience
• Experience: 6 years installing, programming, and maintaining hardware and software associated with the successful operation of a large VoIP system, preferably a Unify Open Scape Voice and...

• Experience in telecommunication network design and traffic engineering
• Three plus years of supporting cloud contact center and unified communications platforms (Talkdesk, Genesys, NICE CXone, Cisco, and/or Microsoft Teams)
• Strong VoIP, SIP, and SBC (Oracle, Audio Codes) expertise.
• Experience with APIs, webhooks, or middleware (e.g., Zapier, Workato)
• Familiarity with Azure AD, SSO, identity management, and ITSM tools like Service Now
• Industry certification in voice/collaboration (e.g., CCNA Voice, Talkdesk Certified Professional)
• ITIL certification (a plus)

• Determine the methodology for installing telephone service, and appropriateness of significant equipment and/or software changes. Develop and approve technical standards and interfaces for connectivity of data transmission devices to the telecommunications system.
• Monitor and configure telecommunications systems to assess technical performance and make recommendations for system enhancements and expansion; evaluate and make recommendations for various telecommunications products and services specifically as they relate to the core switching equipment, voice mail systems and ancillary devices; making recommendations as to which will work best within our environment.
• Perform feasibility studies related to core switching equipment and ancillary devices; use electronic testing, metering, and monitoring devices and applications for in‑depth preventative maintenance and to locate trouble, test switches, trunks and links to restore or cause to be restored any service and/or equipment identified as faulty.
• Read and follow schematic diagrams and technical notes to install hardware and software, perform moves and changes to PBX system, VoIP system and station equipment, as well as voice mail systems and communication circuits. This includes the configuration and installation of Open Scape Branch, circuit cards and making appropriate software configuration…