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 - $89,300.00

Job Description

The 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 PurecloudDeployment of new contact center technologyTroubleshooting and maintenance of corporate contact center-related systemsEscalated incident resolutionCreation, changes, and removals of Genesys Purecloud contact workflows and IVRs Call detail reporting and administration, data analysisProactive monitoring of platform uptime and issuesDeployment of ACD, skills-based routing & reporting for all contact centers at the UniversityCall recording administration and analysisUnderstanding of QoS standards and policiesAssist with data integrations between Genesys Purecloud and CRM systemsCTI integrations

Knowledge and Abilities

Familiar with contact center implementation and administrationUnderstanding of cloud-based contact center and associated data, reporting, and APIsAbility to interface with internal departments, vendors and customer organizations to see any technical issue through to completionAssist management with vetting, selecting, and implementing new telephone solutions and additionsParticipate in planning and design of contact center initiativesAbility to act as a strong technical resource on customer facing projectsSelf-starter with a strong initiative who can work autonomously under tight deadlinesUtilizes strong problem-solving techniques to achieve efficient problem resolutionExcellent verbal and written communication skillsStrong customer focus

Minimum Qualifications:

1+ years of related contact center administration experienceExperience with Cloud-based telephony, CTI, SIP/VoIP phones and protocols, QoS, IVRs, and call recordingSolid troubleshooting and problem-solving skillsExcellent interpersonal skills and the ability to work within all levels of the organizationSolid understanding of contact center/telecommunications conceptsDemonstrated project management skillsAbility to work with a team, communicate, present, and facilitate

Preferred Qualifications:

3+ years of related contact center administration experienceBachelor’s degree in Telecommunications, Networking, or related fieldGenesys Certified Associate certificationExperience with Agile, Scrum, and/or ITIL methodologies

Working Conditions

Job location: Salt Lake City, UT, United StatesThis position will require after hours on-call time for high severity incident/problem management and addition/removal of IVRs

Position & Application Details

Full-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 Information

Disclaimer: 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