Engineer II - Unified Communications

Responsibilities

• Research, develop, design, and implement VoIP solutions, integrate current PBX infrastructure and associated interfaces such as Contact Center during the transitioned to VoIP.
• Research, develop, design, and implement IP based interfaces to existing interfaces such as nurse call, telemedicine, audio visual, instant messaging, presence, desktop sharing and telepresence video conference environments.
• Research, develop, design, and implement audio visual, instant messaging, presence, desktop sharing and video conferencing environments.
• Analyze and record systemic problems and suggests methods of resolution.
• Consult, configure, setup, functional test and verify business requirements are met.
• Troubleshoots hardware, software and configuration issues in support of the VoIP PBX infrastructure and associated interfaces.
• Monitor and manage capacity of UC resources environments.
• Assist in the development of a Unified Communications disaster recovery plan.
• Documents and submits new content to the knowledge base.
• Support on-call rotation staff in the facilitation of after hour work functions associated with upgrades, patches, and installations.
• Use excellent communication skills to identify, document, and address customer needs while building a relationship and rapport with customers.
• Build a positive working relationships with team members, managers & all departments.
• Prioritizes and responds promptly based on severity levels to needs of the customer.
• Proactively or timely recognizes opportunities for service recovery and acts to resolve issues.
• Consistently lives out the commitment to the tenets of service excellence as illustrated in daily interactions with staff, faculty, physicians, patients, their families and others outside of the organization.
• Completes IT Governance & IT project job assignments to ensure achievement of established project milestones.

Qualifications

• Education: Other / Certificate in Information Technology, Computer Science or a related discipline.
• Required: Bachelor's in Information Technology, Computer Science or a related discipline.
• Preferred: Bachelor's in Information Technology, Computer Science or a related discipline.
• Experience: 3 years in Support of Unified Communications technologies. Required: 4 years in Support of Unified Communications technologies.
• Preferred: IP Networking, Voice Networking.
• Certifications: Information Technology Infrastructure Library Foundation Certification - Certification, ITIL Foundation and IP and Voice Communications Certified Technologist.