Job Details

Systems Integration Engineer
Go to our website »

Position Number: 5479561
Location: Santa Barbara, CA
Position Type: Computer and Information Technology

Systems Integration Engineer

University of California Santa Barbara

Job Posting Details

Department Marketing Statement:

At UC Santa Barbara, we pride ourselves on being more than just a workplace; we're a community built on a foundation of excellence, integrity, and innovation. Named the Best Place to Work by our local media for several years running, we prioritize our people above all else. Whether you're on our stunning campus or working remotely, our commitment to fostering a culture of collaboration remains unwavering. Information Technology Services (ITS), the campus' central IT unit, provides technology leadership, core IT capabilities, and service excellence to enable UCSB's community and its mission of teaching, learning, research, and public service. ITS believes in harnessing the power of technology to support the campus mission while embodying our core values: excellence, people-focused, integrity, innovation, and collaboration. We're dedicated to providing world-class IT infrastructure and enterprise application services that empower our faculty, students, staff, and affiliates to excel in their pursuits. Join us as we continue to push boundaries and drive innovation while emphasizing the well-being and growth of our community. Together, we're shaping the future of education, research, and beyond, right here on the glorious California coast.

Benefits of Belonging:

Working at UC means being part of this vibrant institution that shines a light on what is possible. People make UC great, and UC recognizes your contributions by making this a great place to work. Excellent retirement and health are just one of the rewards. Learn more about the benefits of working at UC

Brief Summary of Job Duties:

Systems Integration Engineer plays a pivotal role in ensuring the seamless operation of our call center through innovative solutions, including system integrations. Crafting connections between various systems, like Google Workspace, Zoom, and external applications used by our CRM, ERP, and HR platforms. By leveraging your expertise in APIs and scripting languages, automating data exchange and workflows, creating a more efficient environment for our call center agents. An eye for detail will be essential in crafting comprehensive documentation outlining these integrations and troubleshooting methodologies. Generating reports to monitor their performance and identify areas for continuous improvement. Maintaining optimal performance goes beyond development. Conducting rigorous testing to ensure the reliability and security of these solutions and collaborate with internal and external teams to swiftly troubleshoot any issues that may arise. To stay ahead of the curve, you'll keep a pulse on the latest advancements in integrated systems, constantly seeking new opportunities to streamline workflows and optimize call center operations. In this role, you'll also provide specialized support and administration for Zoom VOIP and web conference systems, troubleshoot voice technology hiccups, and manage AWS services within the call center environment. Effective collaboration with stakeholders and call center teams is key, ensuring your integrations effectively meet business needs and support a seamless call center experience.

Required Qualifications:

1-3 years of expertise in API development and management, particularly focused on Google Suite, Zoom, AWS Connect, and Everbridge.
1-3 years of proficiency in programming languages (e.g., Python, Java, PowerShell) and scripting languages.
1-3 years of excellent problem-solving abilities with a proven track record in troubleshooting complex integration challenges within call center setups.
1-3 years of strong communication and collaboration skills to work effectively in a team-oriented environment.

Preferred Qualifications:

2+ years of demonstrated experience in systems integration, particularly with expertise in voice technology, call center solutions, Zoom VOIP, AWS Connect, and Google Suite applications.
Bachelor's degree in related area or equivalent experience and/or training.
1-3 years of proficiency in designing and implementing call center integrations for AWS Connect and voice technology solutions.
1-3 years of strong command of Zoom web conferencing, AWS Connect for call centers, Zoom VOIP systems, and Google Suite tools such as email, calendaring, Drive, and productivity applications.
1-3 years of solid understanding of networking, databases, and security principles within call center environments.
Relevant certifications (e.g., AWS Certified Solutions Architect, Zoom Certified Integration Engineer) would be advantageous.
Focus on quality control, efficient and prompt service.
Ability to collect and analyze requests of varying complexity.
Preferably with an understanding of higher ed financial systems for work order and service billing Technical Requirements (IVR, Call Queuing MGMT, and VoIP Support).
Ability to present complex information to varying levels of customers.
Knowledge of NEC products and services; QueWorX, SV8500 PCPro.
Knowledge of Waypoint/Nupoint call management and voicemail system.
Ability to collect customer needs, design, develop and implant solutions.
Knowledge and experience with TCP/IP and related internet protocols, i.e. OSPF.
Knowledge of DS1 and DS# concepts.
Knowledge and experience with NEC GNAV or any Call Management System Hardware, Workstation, & Email Support.
Intermediate knowledge of desktop hardware: replacing cards, memory and peripherals.
Advanced user of Microsoft Windows OS & Office suites.
Beginner knowledge of Mac OS.
Ability to prioritize tickets, requests and escalate trouble as required.
Zoom VOIP and Web conference experience.
Google suite administration and support.

Special Conditions of Employment:

Satisfactory conviction history background check
UCSB is a Tobacco-Free environment

Job Functions and Percentages of Time:

45% System Integration Services - Develop, design, and maintain robust systems integration strategies, particularly for voice technology, Zoom VOIP, AWS Connect, and Google Suite applications, to support call center operations. Voice and collaborative services.

Design, develop, and implement integrations between Google Workspace, Zoom, Everbridge, IAM systems, and external entities such as CRMs, ERP systems, HR platforms, and custom applications.

Utilize APIs and scripting languages (e.g., Python, Go) to automate data exchange and workflows between internal systems and external applications.

Develop, manage, and optimize APIs for efficient data exchange and interaction between diverse systems.

Develop and maintain comprehensive documentation for designed integrations and configuration procedures.

Focus on API calls, data mapping, error handling, and security best practices.

Documentation and Reporting: Create comprehensive documentation outlining integration processes, configurations, and troubleshooting methodologies. Generate regular reports to monitor integration performance and progress for call center operations.

Stay up-to-date on the latest APIs, features, and functionalities of integrated systems and external applications to identify new integration opportunities.

Collaborate with internal teams (IT Operations, Security) and external vendors to ensure smooth implementation and ongoing maintenance of integrations.

Quality Assurance: Conduct rigorous testing, validation, and verification of integrated systems to ensure reliability, security, and compliance with call center standards and regulatory requirements. At times, perform internal system integrations within Google Workspace, Zoom, Everbridge, or IAM to optimize workflows and data management.

Collaborate cross-functionally to integrate and optimize Zoom, AWS Connect, and Google Suite platforms for seamless communication and workflow processes within call center environments.

Troubleshooting and Optimization: Identify and resolve integration issues, conduct system diagnostics, and optimize performance to enhance voice technology functionality and user experience within call center settings.

20% Google Suite Services - Advanced Troubleshooting - Diagnose and resolve complex issues: This involves going beyond basic troubleshooting steps and delving deeper into the technical aspects of Google Suite services.

Investigate root causes: Analyze logs, error messages, and user reports to identify the underlying reasons for problems.

Escalate critical issues: If the issue cannot be resolved, they can escalate it to Google engineering teams for further investigation.

Configuration and Management:

Advanced user and group management: Assist with complex user provisioning, permission settings, group creation and management.

Security configuration: Help configure security settings for data protection, access control, and compliance with regulations.

Third-party integrations: Troubleshoot and configure integrations between Google Suite and other business applications.

Custom scripting and automation: Create custom scripts to automate workflows and address-specific needs within the organization.

Advanced User Support:

Troubleshooting advanced features: Assist users with complex functionalities within specific Google Suite applications like Gmail filters or Google Drive sharing settings

Data recovery: Help users recover lost or deleted data from Google Suite applications.

Best practice guidance: Provide recommendations for optimizing workflows and maximizing the benefits of Google Suite services.

Training and Knowledge Base:

Develop and maintain internal knowledge base: Create a comprehensive knowledge base with troubleshooting guides, FAQs, and best practices for Google Suite services.

Deliver training sessions: Conduct training sessions for end-users on advanced functionalities and best practices for using Google Suite applications effectively.

Reporting and Analytics: Analyze usage data: Generate reports on Google Suite usage trends and identify opportunities for improvement.

Monitor system health: Track system performance metrics to identify and address potential issues proactively.

20% Voice Telephony Services - Advanced Troubleshooting - Diagnose and resolve complex call quality issues: This includes analyzing call recordings, network logs, and user reports to pinpoint the root cause of problems like echoes, static, or dropped calls.

Troubleshoot advanced call routing and call center configurations: Analyze and resolve issues with complex call routing rules, auto attendants, or Contact Center routing strategies.

Integration troubleshooting: Help users troubleshoot issues with Zoom Voice integrations with other business phone systems, CRMs, or productivity tools.

Escalate critical issues: If the issue cannot be resolved, they can escalate it to Zoom engineering teams for further investigation.

Advanced Configuration and Management:

Configure advanced call routing rules and Contact Center features: Assist with setting up complex routing rules, auto attendants, call queues, and other Contact Center functionalities specific to Zoom Voice.

Security configuration: Help configure security settings for Zoom Voice, including call encryption, user authentication, and compliance with regulations.

Device management: Troubleshoot advanced issues with Zoom Phone devices and peripherals, ensuring optimal performance in various network environments.

Advanced User Support: Troubleshooting advanced Zoom Voice features: Assist users with complex functionalities like call recording management, voicemail transcription, or advanced call forwarding settings.

Data recovery: Help users recover lost or deleted call recordings or voicemail messages.

Best practice guidance: Provide recommendations for optimizing Zoom Voice call quality, managing Contact Centers effectively, and maximizing the benefits of Zoom's phone features.

Training and Knowledge Base:

Develop and maintain internal knowledge base: Create a comprehensive knowledge base with troubleshooting guides, FAQs, and best practices for using Zoom Voice features effectively.

Deliver training sessions: Conduct training sessions for end-users on advanced Zoom Voice functionalities and best practices for optimizing call quality and call center workflows.

Analytics and Reporting:

Analyze Zoom Voice usage data: Generate reports to identify trends in call volume, call quality metrics, and Contact Center performance indicators. Monitor system health: Track system performance metrics to proactively identify and address potential issues impacting call quality or service availability.

15% Web Conference Services - Advanced Troubleshooting - Diagnose and resolve complex meeting issues: This includes analyzing meeting recordings, network logs, and user reports to identify the root cause of problems like audio/video quality issues, screen sharing glitches, or participant connection problems.

Troubleshoot advanced meeting features: Assist users with complex functionalities like breakout rooms, polling and Q&A features, or custom webinar layouts. Integration troubleshooting: Help users troubleshoot issues with Zoom web conferencing integrations with other calendar platforms, productivity tools, or streaming services.

Escalate critical issues: If the issue cannot be resolved, they can escalate it to Zoom engineering teams for further investigation.

Advanced Configuration and Management:

Configure advanced meeting settings: Assist with setting up features like waiting rooms, password protection, host controls, and recording options for Zoom meetings and webinars. Security configuration: Help configure security settings for Zoom web conferencing, including participant authentication, data encryption, and compliance with regulations.

Host training: Provide advanced training for meeting hosts on managing complex meeting features, security best practices, and troubleshooting potential issues during meetings.

Advanced User Support: Troubleshooting advanced Zoom features: Assist users with complex functionalities like virtual backgrounds, noise cancellation, or advanced scheduling options for meetings and webinars.

Data recovery: Help users recover lost or deleted recordings from Zoom meetings or webinars.

Best practice guidance: Provide recommendations for optimizing meeting experiences, maximizing engagement, and leveraging advanced Zoom web conferencing features effectively.

Training and Knowledge Base: Develop and maintain internal knowledge base: Create a comprehensive knowledge base with troubleshooting guides, FAQs, and best practices for using Zoom web conferencing features efficiently.

Deliver training sessions: Conduct training sessions for end-users on advanced Zoom functionalities and best practices for hosting engaging and productive online meetings and webinars.

Reporting and Analytics:

Analyze Zoom web conferencing usage data: Generate reports to identify trends in meeting frequency, participant engagement, and meeting performance metrics. Monitor system health: Track system performance metrics to proactively identify and address potential issues impacting meeting quality or service availability.

Policy on Vaccination Programs

As a condition of employment, you will be required to comply with the University of California Policy on Vaccinations Programs. As a condition of Physical Presence at a Location or in a University Program, all Covered Individuals* must participate in any applicable Vaccination Program by providing proof that they are Up-to-Date with any required Vaccines or submitting a request for Exception in a Mandate Program or properly declining vaccination in an Opt-Out Program no later than the Compliance Date (Capitalized terms in this paragraph are defined in the policy.). Federal, state, or local public health directives may impose additional requirements.

For more information, please visit:

UC Santa Barbara COVID-19 Information https://www.ucsb.edu/COVID-19-information
University of California Policy on Vaccinations https://policy.ucop.edu/doc/5000695/

* Covered Individuals: A Covered Individual includes anyone designated as Personnel or Students under this policy who Physically Access a University Facility or Program in connection with their employment, appointment, or education/training. A person accessing a Healthcare Location as a patient, or an art, athletics, entertainment, or other publicly accessible venue at a Location as a member of the public, is not a Covered Individual.

Equal Opportunity/Affirmative Action Statement

UC Santa Barbara is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20 .

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.

Reasonable Accommodations

The University of California endeavors to make the UCSB Job site (https://jobs.ucsb.edu) accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Katherine Abad in Human Resources at 805-893-4664 or email katherine.abad@hr.ucsb.edu. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Privacy Notification Statement and Notice of Availability of the UCSB Annual Security Report Disclosures

Payroll Title: Systems Integration Engineer 3

Job Code: 007367

Job Open Date: 07/15/2024

Application Review Begins: 07/30/2024; open until filled

Department Code (Name): TELE (COMMUNICATIONS SERVICES)

Percentage of Time: 100%

Union Code (Name): 99 (Non-Represented)

Employee Class (Appointment Type): Staff (Career)

FLSA Status: Exempt

Classified Indicator Description (Personnel Program): PSS

Salary Grade: Grade 24

Hiring/Budgeted Salary Range: $106,760 to $135,600/yr.

Full Salary Range: Salary offers are determined based on final candidate qualifications and experience; the budget for the position; and the application of fair, equitable, and consistent pay practices at the University. The full salary range for this position is $94,400 to $176,800/yr. The budgeted salary range that the University reasonably expects to pay for this position is $106,760 to $135,600/yr.

Work Location: Public Safety - 1030

Working Days and Hours: M-F; 8am - 5pm

Benefits Eligibility: Full Benefits

Type of Remote or Hybrid Work Arrangement, if applicable: Hybrid (Both UC and non UC locations)

To apply, please visit: https://careerspub.universityofcalifornia.edu/psc/ucsb/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&JobOpeningId=70969&PostingSeq=1&SiteId=31&languageCd=ENG&FOCUS=Applicant