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:
Grade: Technical 402Pay Range: $65,500.00 - $98,300.00
Job Description
The Associate Telecommunications Engineer will work alongside the Enterprise Technology Service Delivery team, but will report to Service Operations. This person should have an understanding of 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.
Primary Responsibilities:
Creates, changes, and removes users, groups, and roles in Genesys Cloud.
Deploys new contact center technology.
Troubleshoots and maintains corporate contact center related systems.
Escalates incident resolution.
Creates, changes, and removes Genesys Cloud contact workflows and IVRs.
Performs call detail reporting, administration, and data analysis.
Proactively monitors platform uptime and issues.
Maintains responsibility for deployment of ACD, skills-based routing, and reporting for all contact centers at the University.
Assists with data integrations between Genesys Cloud and CRM systems, as well as CTI integrations.
Participates in planning and design of contact center initiatives.
Assists management with vetting, selecting, and implementing new telephone solutions and additions.
Performs other job-related duties as assigned.
Knowledge, Skills, and Abilities You'll Need to Be Successful:
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.
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
Ability to utilize strong problem-solving techniques to trouble-shoot and achieve efficient problem resolution
Excellent verbal and written communication skills
Strong customer focus
Understanding of Qos standards and policies
Excellent interpersonal skills and the ability to work within all levels of the organization
Demonstrated project management skills
Ability to work with a team, communicate, present, and facilitate
What You'll Bring (Minimum Qualifications):
Education:
Experience:
1 year of experience in contact center administration
Experience with cloud-based telephony, CTI, SIP/VoIP phones and protocols. Qos, IVRs, and call recording
Solid understanding of contact center/telecommunications concepts
Experience in Lieu of Education:
Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.
Bonus Points for (Preferred Qualifications):
Bachelor's Degree in Telecommunications, Networking, or a related field
3 years of experience in contact center administration
Genesys Certified Associate certification
Experience with Agile, Scrum, and/or ITIL methodologies
Work Location/Travel:
Salt Lake City Office: This is an in-office role four days per week, with Fridays designated as a work-from-home day. Candidates must live within a 50 mile radius of 4001 S 700 East, #700 Salt Lake City, UT 84107.
This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.
Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.
What to Expect:
We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission. If selected, you’ll hear from a recruiter who will guide you through the process and help you know what to expect at each stage. We aim to communicate decisions promptly and respectfully.
Here’s what that typically looks like:
Introductory phone screen (~ 30 minutes): We’ll walk you through who we are at WGU, what you'll do in this role, and learn about your relevant experience.
Hiring Manager Interview (~ 45 minutes): Dive deeper into your skills and how you’ll contribute to the team.
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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 [email protected].
Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.
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