Location: US:PA: Hershey
Work Type: Full Time
FTE: 1.00
Shift: Day
Hours: 8:00a - 5:00p
SUMMARY OF POSITION:Responsible for routine maintenance of the voice switching equipment, including more complex activities. Provide highly skilled technical assistance in voice systems analysis, planning, engineering, and architecture. Make recommendations for resources and procedural changes required to maintain and/or expand service levels. Plan and implement computer systems to support voice systems operations. Assess enterprise needs with respect to voice system technologies. Perform feasibility studies for medium to large-sized projects. Develop technical standards and interface applications. Identify and evaluate new products. Coordinate with vendors to purchase and install software, hardware, and cabling. Develop support procedures and create user and technical documentation. Provide resolution for network problems.
PRINCIPAL DUTIES AND RESPONSIBILITIES: - Work with other operational areas to ensure the effective and integrated delivery of voice services as required for assigned projects and routine operations.
- Lead a single departmental project or multiple concurrent smaller projects.
- Serve as an information technology liaison with the client community.
- Resolve voice services production problems.
- Maintain and configure voice system devices and/or system profile tables (e.g., configuration of HMC-specific parameters for an off-the-shelf device or system).
- Use vendor-supplied tools to perform ad hoc reporting.
- Maintain a working relationship and ongoing communications with vendors (e.g., concerning routine enhancements, problem resolution, and planning).
- Responsible and accountable to comply with cyber security policies, standards, and processes in accordance with the Enterprise Cyber Security Program Plan.
- Formally document, design, manage, and/or operate in accordance with cyber security requirements.
MINIMUM QUALIFICATIONS: - Either: (a) Associate's degree plus four additional years of related experience or (b) six years total of related experience.
- Adheres to and exhibits our organizational core values as outlined by Penn State Health.
Preferred Qualifications:- Advanced knowledge of Avaya Unified Communications platforms, including Avaya Aura® Communication Manager, Session Manager, System Manager, Session Border Controller for Enterprise (SBCE), and Avaya Messaging.
- Experience administering and supporting Avaya contact center solutions, including Aura Contact Center (AACC), Experience Portal, or related technologies.
- Strong understanding of SIP, H.323, VoIP, RTP, TLS, SRTP, and enterprise telephony protocols.
- Experience with enterprise voice gateways, media gateways, SIP trunking, and carrier connectivity.
- Knowledge of dial plan design, call routing, vectoring, VDNs, hunt groups, ACD administration, and call treatment.
- Experience integrating voice systems with Microsoft Active Directory, Microsoft Teams, LDAP, and enterprise authentication services.
- Working knowledge of networking concepts including TCP/IP, VLANs, QoS, DNS, DHCP, routing, switching, and firewall configurations as they relate to voice communications.
- Ability to perform voice network analysis and troubleshooting using packet capture and protocol analysis tools such as Wireshark.
- Experience with system upgrades, migrations, patches, firmware management, backups, and disaster recovery planning.
- Knowledge of virtualization platforms such as VMware vSphere and Hyper-V supporting UC infrastructure.
- Experience with Linux and Windows server administration supporting Avaya applications.
- Experience working with monitoring, alerting, and performance management tools for voice infrastructure.
- Ability to work effectively with network, server, security, and application teams to resolve complex infrastructure issues.
Penn State Health offers an exceptional benefits package including medical, dental and vision with no waiting period as well as a Total Rewards Program that highlights a few of the many additional offerings below:- Be Well with Employee Wellness Programs, and Fitness Discounts (University Fitness Center, Peloton).
- Be Balanced with Generous Paid Time Off, Personal Time, and Paid Parental Leave.
- Be Secured with Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection.
- Be Rewarded with Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program.
- Be Supported by the HR Solution Center, Learning and Organizational Development and Virtual Benefits Orientation, Employee Exclusive Concierge Service for scheduling.
Union: Non Bargained
