Engineer I - Unified Communications

Primary location: Deer Valley - 2500 W Utopia Rd, Phoenix, AZ 85027. Department: IT Customer Service. Schedule: Monday - Friday, 7:00am - 4:00pm.

About the role

The Unified Communications Engineer II will analyze, design, install, administer, maintain, and troubleshoot our Unified Communications (UC) infrastructure. This role performs operational tasks, including scheduled maintenance, project work, and installations, while collaborating with other IT Engineering staff.

Responsibilities

• Research, develop, design, and implement VoIP solutions, integrating current PBX infrastructure and associated interfaces such as Contact Center during transition to VoIP.
• Research, develop, design, and implement IP-based interfaces to existing systems such as nurse call, telemedicine, audio-visual, instant messaging, presence, desktop sharing, and telepresence video conference environments.
• Analyze and record systemic problems and suggest methods of resolution.
• Consult, configure, set up, functionally test, and verify business requirements are met.
• Troubleshoot hardware, software, and configuration issues supporting the VoIP PBX infrastructure and associated interfaces.
• Monitor and manage capacity of UC resource environments.
• Assist in developing a Unified Communications disaster recovery plan.
• Document and submit new content to the knowledge base.
• Support on-call rotation staff for after-hours work functions associated with upgrades, patches, and installations.
• Use excellent communication skills to identify, document, and address customer needs while building relationships and rapport.
• Build positive working relationships with team members, managers, and all departments.
• Prioritize and respond promptly based on severity levels to customer needs.
• Proactively or timely recognize opportunities for service recovery and act to resolve issues.
• Consistently demonstrate commitment to service excellence in daily interactions with staff, faculty, physicians, patients, families, and others.
• Complete IT Governance and IT project assignments to ensure achievement of established project milestones.

Requirements

• Certificate in Information Technology, Computer Science, or a related discipline (required).
• Bachelor’s degree in Information Technology, Computer Science, or a related discipline (preferred).
• 3 years of experience supporting Unified Communications technologies (required).
• 4 years of experience supporting Unified Communications technologies (preferred).

Skills

• IP Networking (required upon hire).
• Voice Networking (required upon hire).
• ITIL Foundation Certification (preferred upon hire).
• IP and Voice Communications Certified Technologist (preferred upon hire).