Associate Telecommunications Engineer-Salt Lake City Office

Company: Western Governors University
Location: Salt Lake City
Posted on: March 13, 2025

Job Description:

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Pay Range: $59,500.00 - $89,300.00Job DescriptionThe Associate Telecommunications Engineer is a member of the EdTech Service Delivery team. This person should understand telecommunications networking and cloud-based contact center architecture. They will be responsible for implementation, diagnosis, consultation, and repair of telephony and cloud-based contact center issues. They will be familiar with contact center software (Genesys experience preferred), cloud-based telephony, CTI, SIP/VoIP phones and protocols, IVR, QoS, and call recording technologies. The ideal candidate should have a strong technology background with telecommunications/contact center experience, be personable and enjoy working directly with end users, and have a track record of resolving complex technical issues under tight deadlines in a production environment.Essential Functions and Responsibilities

• Creation, changes, and removals of users, groups, and roles in Genesys Purecloud
• Deployment of new contact center technology
• Troubleshooting and maintenance of corporate contact center-related systems
• Escalated incident resolution
• Creation, changes, and removals of Genesys Purecloud contact workflows and IVRs Call detail reporting and administration, data analysis
• Proactive monitoring of platform uptime and issues
• Deployment of ACD, skills-based routing & reporting for all contact centers at the University
• Call recording administration and analysis
• Understanding of QoS standards and policies
• Assist with data integrations between Genesys Purecloud and CRM systems
• CTI integrationsKnowledge and Abilities
  • Familiar with contact center implementation and administration
  • Understanding of cloud-based contact center and associated data, reporting, and APIs
  • Ability to interface with internal departments, vendors and customer organizations to see any technical issue through to completion
  • Assist management with vetting, selecting, and implementing new telephone solutions and additions
  • Participate in planning and design of contact center initiatives
  • Ability to act as a strong technical resource on customer facing projects
  • Self-starter with a strong initiative who can work autonomously under tight deadlines
  • Utilizes strong problem-solving techniques to achieve efficient problem resolution
  • Excellent verbal and written communication skills
  • Strong customer focusMinimum Qualifications:
    • 1+ years of related contact center administration experience
    • Experience with Cloud-based telephony, CTI, SIP/VoIP phones and protocols, QoS, IVRs, and call recording
    • Solid troubleshooting and problem-solving skills
    • Excellent interpersonal skills and the ability to work within all levels of the organization
    • Solid understanding of contact center/telecommunications concepts
    • Demonstrated project management skills
    • Ability to work with a team, communicate, present, and facilitatePreferred Qualifications:
      • 3+ years of related contact center administration experience
      • Bachelor's degree in Telecommunications, Networking, or related field
      • Genesys Certified Associate certification
      • Experience with Agile, Scrum, and/or ITIL methodologiesWorking Conditions
        • Job location: Salt Lake City, UT, United States
        • This position will require after hours on-call time for high severity incident/problem management and addition/removal of IVRsPosition & Application DetailsFull-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.Additional InformationDisclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive. Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.Equal Opportunity Employer: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #DEI

Keywords: Western Governors University, Salt Lake City , Associate Telecommunications Engineer-Salt Lake City Office, Engineering , Salt Lake City, Utah