Develop and maintain business-critical voice product systems.
Monitor performance of enterprise platforms.
Oversee and troubleshoot voice issues, coordinating with vendors and teams.
Design scalable network solutions across multiple platforms and protocols.
Provide Tier 2 support for internal voice and data systems.
Lead evaluations of telephony systems and report on usage and performance.
Collaborate with IT staff and end users to enhance communication systems.
Benefits
Opportunity for professional growth and development.
Collaborative work environment with a focus on innovation.
Access to advanced technology and tools.
Flexible work hours and on-call support arrangements.
Engagement in impactful projects within the healthcare sector.
Full Job Description
Job Summary
The role will be focused on specific projects and will require the following skill-set in addition to the standard Knowledge, Skills and Abilities expected for this level of engineer.
Experienced with the design, deployment and support of pre-built CTI connectors such as NovelVox, SpinSci or AMC. NovelVox deployment with Epic and Cisco Unified Communications Manager is preferred.
Expertise in REST APIs, JSON, SOAP services, HL7 fundamentals, FHIR basics, XML, Authentication, OAuth, SAML and interface troubleshooting.
Cisco Contact Center Platforms: Expertise with Unified Contact Center Express, Webex Contact Center and Webex Customer Assist.
Expert in SIP trunking, dial plans, and intelligent omnichannel routing (voice, chat, email).
Webex AI & Automation: Skill in implementing Webex AI agents, virtual assistants, and automated screen-pop.
Healthcare Contact Center Experience including patient identiy verification, HIPAA compliance, Protected Health Information,
Knowledge, Skills and Abilities
Experience in architecting, implementing, and configuring complex Cisco IPT solutions with Cisco Unified Call Manager (CUCM) clusters, Cisco Unity/Unity Connection Voicemail (CUC), Cisco IM & Presence (CIMP), and voice gateways.
Expert knowledge and expertise in the design, consultation, long-term planning, installation, management, and repair of complex VoIP based network and telecommunication equipment, related applications, and associated services.
Expert knowledge and expertise on Cisco Routers, Structured Cabling, and LAN/WAN circuits; PRI, SIP, MPLS, FXO, FXS, and POTS.
Expert knowledge and expertise of the Cisco Unified Call Manager, IMP, Telepresence, IPCC, Unity, CCX, SRST, CUBE, secure voice concepts, and secure voice processes.
Ability to think strategically and to work effectively with a diverse group of co-workers and customers.
Ability to analyze and provide creative, innovative solutions for complex problems.
Proficient organizational, interpersonal, communication (written and verbal), and presentation skills.
Demonstrated engineering leadership abilities in a team environment with a proven record of positive contributions.
Ability to complete multiple tasks, set priorities, and manage to critical deadlines.
Must be able to work non-standard business hours and be on-call as necessary.
Knowledge and expertise Cisco Emergency Responder (CER) & Cisco Unified Contact Center Express (UCCX).
Knowledge on Cisco network infrastructure, LAN/WAN circuits; QoS.
Able to anticipate customer needs, assess requirements, and identify new solutions to meet departmental/organizational goals.
Additional Cisco Certifications in any of the following: CCIE (strongly preferred), CCSA, CCNP, CCDP, CCIP.
Required Education and Experience
Bachelor's degree in computer science, engineering, information systems, or related field, or equivalent combination of education and experience.
Minimum five (5) years of experience in information technology administration or engineering, with three (3) years of experience in the information technology VoIP, telecommunications, or networking field.
Minimum three (3) years of experience directly managing IT telecommunication or infrastructure engineering and operational resources.
Minimum three (3) years of experience in leading teams and projects.
Primary Essential Duties
Responsible for development and maintenance of business-critical communications and/or network-based voice product systems, including planning, designing, and implementing scalable local and wide-area network solutions between multiple platforms and protocols (including IP and VoIP).
Responsible for monitoring and performance of enterprise platforms.
Oversees/troubleshoots voice issues and coordinates installation efforts with appropriate vendors and internal teams.
Leveraging expertise and experience, the incumbent will develop solutions that best align with FHCC's voice network requirements, identifying cost-effective implementation and long-term support strategies.
Provide Tier 2 support of internal voice and data communication systems.
Comply with departmental processes, such as incident management, change management and problem management.
Monitor and report on voice systems usage, availability, and performance.
Lead telephony system evaluations.
Collaborate with other members of IT staff and end users.
Follow VoIP engineering best practices and adhere to existing policies and procedures.
Design rack and cabinet equipment layout for server rooms and other telecommunications rooms.
Report, manage and troubleshoot issues with appropriate vendor tech-support staff.
Perform advanced-to-expert level configuration, troubleshooting and problem mitigation on all voice equipment, including wireless and network security equipment.
Work effectively with vendors, contractors, and other staff to coordinate system installations and provide quality assurance oversight.
Identify and maintain tools/applications for network monitoring, control, and reporting.
Lead short and long-range capacity planning.
Lead design, planning, and implementation of voice and data network systems.
Track telecommunication equipment software/firmware levels/revisions and lead efforts to upgrade accordingly.
Lead the evaluation of functionality/feature sets needed for telecommunications and direct selection of the correct hardware/software accordingly.
Utilize project planning and management skills to act as lead on large projects.
Perform in-depth telecommunications analysis, and provide evaluation, determination, and direction.
Provide advanced telecommunications/VoIP designs, including diagrams and documentation.
Provide guidance, direction, mentorship, and training to lower-level staff.
Perform 24/7 on-call support on a rotating basis and after-hours/weekend work for planned maintenance as required.
Ready to take the next step?
If you're excited about this role and ready to grow with a team that values ambition, ideas, and impact - we'd love to hear from you.
Apply now and start building your journey with Vailexa.
