Infrastructure Telecommunications Analyst

Position Title:

Infrastructure Telecommunications Analyst

Time Type:

Full time

Position Summary and Qualifications:

The Infrastructure Telecommunications Analyst will work independently to provide easy-to-use, reliable, cloud-based telephony, messaging, unified communications, reporting, and custom collaboration services to faculty, staff, and students. This position is located on Hawk Hill (Philadelphia) but will also support the University City (West Philadelphia) and Lancaster PA campus locations as needed. As of March 2026 the University is embarking on replacing the on premise legacy PBX(s) with a cloud based solution. This role will be instrumental in the success of the implementation and transition to the new telephony services.

Required Attachments: List of at least (3) professional references; a resume/CV; and a cover letter in the Application Supporting Materials field. Do not submit application until all documents are attached.

As attention to detail is critical. To demonstrate this, please start your cover letter with the phrase: 'Confirming on-site availability for Saint Joseph's University in Philadelphia.' Applications without this specific phrase may not be considered further.

Essential Duties and Responsibilities:

• Cloud PBX Administration: Independently and effectively manage the programming, administration, and feature configuration of modern Cloud PBX and UCaaS/CCaaS platforms (e.g., Microsoft Teams Phone, Zoom Phone, Cisco Webex, RingCentral), replacing legacy on-premise telecom systems.

• Provisioning & MACs: Streamline and manage Moves/Adds/Changes (MACs), including the creation of automated workflows for user account provisioning, virtual line setups, and endpoint installations, coordinating external resources as needed.

• Database Management: Update and maintain accurate user, departmental, cabling location, and billing documentation.

• Compliance: Process and upload updates to maintain compliance with modern E911 routing systems and regulations.

• Troubleshooting: Investigate and resolve complex telephony system problems related to SIP trunking, call routing, network interconnectivity, QoS (Quality of Service), outages, and software programming.

• System Optimization: Monitor cloud analytics dashboards, system metrics, and special circuits to ensure efficient operation and optimized network performance.

• End-User Support: Deliver instruction and support for end-user softphones, hardware devices, and web-accessible applications such as ACD, cloud recording, and modern reporting suites.

• Documentation: Consistently document all changes to system processes, architectures, and operational procedures.

Secondary Duties and Responsibilities:

• This role serves as a critical bridge between standard telecommunications operations and core infrastructure, maintaining a direct reporting line to the Director of Infrastructure Communications with a functional 'dotted line' responsibility to the Networking Team.

• On a part-time basis, the Analyst will act as a technical extension of the Networking team, assisting with Layer 1 and Layer 2 support, hardware provisioning, and circuit troubleshooting. The ideal candidate will balance daily telecom service requests (MACDs) with high-priority network initiatives, ensuring all technical work aligns with established engineering standards and security protocols. This matrixed role requires a professional who can seamlessly pivot between independent telecom management and collaborative network infrastructure projects to ensure 24/7 operational continuity.

• Support large-scale IT and telecom project requirements with technical knowledge, data provisioning, and system programming.

• Assist in ensuring all trouble tickets conform to established service level agreements (SLAs) and accepted quality practices.

Minimum Qualifications:

• Education/Experience: Bachelor's degree (or equivalent college/technical training) with demonstrated technical experience or a combination of experience and training. A minimum of 3-5 years of relevant telecommunications experience is preferred, including proven experience managing enterprise Cloud PBX environments.

• Technical Aptitude: Must demonstrate strong aptitude with modern software, cloud administration portals, spreadsheets, and databases.

• AI Integration Experience (Desired): Familiarity with utilizing AI-driven telecommunications tools, such as conversational AI/virtual agents, voice sentiment analysis, AI call routing, or automated transcription and quality assurance services.

• Problem Solving & Complexity: Ability to independently handle multiple complex tasks, prioritize workloads under frequent deadlines, and resolve diverse problems across hardware, software, and networks.

• Communication & Leadership: Requires frequent and clear communication (email, voice, in-person) to coordinate projects with faculty, staff, students, vendors, and IT colleagues. Must occasionally coordinate or manage on-site technical staff and student workers.

• Initiative: Must devise creative ways to effectively integrate new technologies and provide tailored communication solutions for various university departments.
  

Physical Requirements and/or Unusual Work Hours:

• While cloud systems reduce on-site hardware footprints, the role still involves endpoint and infrastructure management.

• This requires extensive walking, standing, sitting, kneeling, lifting, and occasionally working in confined spaces.

• Will require occasional evening and weekend hours to address critical issues or project demands.

• Must be available to respond to emergencies on a 7x24 basis

Pay Transparency:

The estimated pay range for this position is $ 65,000-$72,000 annually. Offered salary will be commensurate with work experience and educational background. Click here to learn more about the University's approach to pay and benefits transparency.

Notice to Out of State Applicants:

Saint Joseph’s University may only consider applicants from Pennsylvania, New Jersey, New York (not including New York City zip codes), and Delaware (Delaware residents must regularly be present for over 50% of work time on an SJU campus).

The position is eligible for a hybrid work schedule, with supervisor approval.

This position is not eligible for visa sponsorship.

Saint Joseph’s University is a private, Catholic, Jesuit institution and we expect members of our community to be knowledgeable about – and to make a positive contribution to – our mission. Saint Joseph’s University is an equal opportunity employer that seeks to recruit, develop and retain a talented and diverse workforce. The University is committed to the diversity of its faculty and staff so that our students, our disciplines and our community as a whole can benefit from the multiple perspectives it offers. The University seeks qualified candidates who share our commitment to equity, diversity and inclusion. EOE

Saint Joseph’s University prohibits discrimination on the basis of sex in its programs and activities, including admission and employment, in accordance with Title IX of the Education Amendments of 1972. The Title IX Coordinator is responsible for overseeing compliance with Title IX and other civil rights laws and regulations. To contact the Title IX Coordinator, e-mail titleix@sju.edu, visit Campion Student Center suite 243, or call 610-660-1145. To learn more about the University’s Title IX policies, the process for filing a report or formal complaint of sex discrimination, sexual harassment, or other form of sexual misconduct, and the University’s response to reports and/or formal complaints, please visit www.sju.edu/titleix . Inquiries may also be directed to the Federal agency responsible for enforcing Title IX, the U.S. Department of Education Office for Civil Rights .

Applicant Information & Disclosures

Please review this article of important information pertaining (but not limited) to: Background checks, the Form I-9, Equal Opportunity Employment (EOE), and Title IX.

Pay Transparency & Benefits Overview

Read more about the university's approach to pay and benefits transparency .