Voice over IP Services Coordinator

Posting Date: Open Until Filled

Reporting to the VoIP Manager, the Voice over IP (VoIP) Services Coordinator will be responsible for facilitating the delivery of Voice over IP services. Responsibilities include development, implementation, and documentation of policies and processes, development and delivery of training for internal and external staff, coordination with VoIP engineers and site contacts on implementation of VoIP services, consultation and facilitation of problem resolution for CENIC member institutions using the CalREN VoIP infrastructure. Additionally, this position will serve as the first point of contact in managing contractual relationships related to VoIP services, as well as coordinating the work of the volunteer DC-TAC VoIP Committee.

Duties and Responsibilities:

• In collaboration with the DC TAC VoIP Committee and CENIC management, develop policies and procedures for VoIP services. Document and disseminate information on VoIP service policies and procedures and promote an understanding of the issues driving policy and procedure decisions.
• Prepare VoIP documentation and training materials for CENIC NOC staff and staff at participating member institutions, and provide in-person and/or on-line training as required.
• Coordinate with site contacts at member institutions that are migrating to the CENIC VoIP Service. Facilitate interactions between site contacts and internal and external staff on project logistics and third-party services. Interface with vendor project leaders and CENIC technical staff to ensure customer satisfaction.
• Provide support to CENIC NOC and other staff on chronic site problems and identify any training or policy changes that could contribute to problem resolution, as well as escalating issues as appropriate.
• Provide support to CENIC NOC and other staff on chronic problems with hardware or software. Coordinate services with third-party providers, including addressing service quality issues and escalating issues as appropriate.
• Serve as first point of contact with participating member institutions on contractual issues. In collaboration with Contracts Coordinator, review and revise VoIP agreements with CENIC associate institutions as required.
• Participate as a member of and staff to the CENIC DC-TAC VoIP Committee. Serve as primary point of contact with the CENIC DC-TAC VoIP Committee, provide feedback on the effectiveness of VoIP policies and procedures, and encourage and suggest modifications when appropriate. Participate on sub-committees as required. Facilitate meetings by providing administrative support and coordination as required (e.g., making meeting arrangements, recording minutes, etc.). Perform research and analysis as requested by the Committee.
• Other duties as assigned.

Job Requirements:

• Education and Experience:
  • Four-year degree or equivalent work experience
  • Experience working in a team-oriented, collaborative environment
  • Experience with enterprise telephone systems and/or VoIP technology
  • Experience and demonstrable success with delivery of services to broad customer base
  • Experience in positions with strong customer service orientation


• Skills and Technical Knowledge:
  • Basic understanding of current VoIP network protocols and standards
  • Basic understanding of network security, firewall and VPN technologies
  • Familiarity with standard technical troubleshooting methods
  • Proven ability to develop processes and policies in support of delivering services
  • Demonstrated ability to develop documentation and training
  • Ability to prioritize and execute tasks in a high-pressure environment, able to balance multiple projects and tasks and complete them successfully and within timelines
  • Strong written and oral communications skills
  • Strong interpersonal skills, with focus on customer service
  • Highly self-motivated, self-directed, and accountable


• Special Conditions of Employment:
  • Valid non-commercial Class C California driver's license or equivalent license recognized by the State of California
  • Ability to travel as required

Please send your resumes with salary history or current salary. Resumes can be sent to:

CENIC
16700 Valley View Ave. Suite 400
La Mirada, California 90638
Attn: Voice over IP Services Coordinator

or via e-mail to jobs@cenic.org. "Voice over IP Services Coordinator" must in the subject of the e-mail. Applications will be accepted until the position is filled. Salary is commensurate with qualifications and experience.

This position will be open until filled. Applications will be accepted until the position is filled.

CENIC is an equal opportunity employer.