TECHNICAL ENGINEER

About the role

The Senior Telecommunications Analyst-Unified Communications (UC) Analyst supports the operations and support of all Unified Communications-related technologies for CCH. This position oversees hardware and software components for cloud and on-premise Unified Communication Solutions following CCH standards.

Responsibilities

• Perform daily operations, administration, and support for all Unified Communications technologies, including Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Instant Messaging & Presence, Jabber, Nice CXOne Contact Center platform, Cisco Emergency Responder (E-911), Smart Boards, conferencing and meeting room solutions, Cisco Expressway, e-Fax / RightFax, IVR, paging solutions, voice gateways, and Cisco CUBE.
• Respond to system alerts and alarms and perform proactive health checks to ensure UC systems remain operational and potential issues are identified before they result in service disruption.
• Manage mobile services, including ordering, provisioning, activation, deactivation, troubleshooting, maintenance, inventory tracking, billing review, documentation, and coordination with wireless carriers and internal departments.
• Support conferencing and meeting room technologies, including Smart Boards, video conferencing systems, room audio/video equipment, microphones, speakers, displays, cameras, touch panels, collaboration devices, and related meeting room integrations.

Requirements

• Associate’s degree in computer science, Information Technology, Telecommunications, or a related field; or the equivalent of professional work experience.
• Sound knowledge of Unified Communications including, but not limited to, Cisco Unified Communications Manager, Unity Connection, Jabber, Cisco Emergency Responder, Cisco Expressway, voice gateways, and related collaboration platforms.
• Sound knowledge of VoIP and networking protocols such as SIP, MGCP, SCCP, RTP, and SRTP.
• Sound understanding of call flows, end point registration process and call trees.
• Understanding of IVR and call center platform like Nice CXOne, UCCX, and paging systems.
• Understanding of network switching and routing as related to Unified Communications, voice VLANs, PoE, QoS, DHCP, DNS, TCP/IP and endpoint connectivity.
• Demonstrated ability to learn new technologies quickly and apply technical concepts in a practical support environment.
• Demonstrated flexibility, organization, responsibility, and self-motivation.
• Strong willingness to work in a team environment with other engineers, contribute to shared goals, and remain teachable and receptive to feedback, mentoring, and knowledge transfer.
• Exposure to Linux and Windows Server Operating System.
• Familiarity with Active Directory and ticketing system usage.
• Knowledge of mobile device support, cellular service management, wireless carrier coordination, and mobile device troubleshooting.
• Conceptual understanding of conferencing, collaboration, Smart Board, and meeting room technologies.

Qualifications

• Bachelor’s degree in computer science, information technology, Telecommunications, or a related field; or the equivalent of professional work experience.
• Ticketing system tools experience – (Fresh Service, ServiceNow, Service Manager).
• Cisco 350-801 CLCOR Certification.
• Three (3) years of technical and functional support experience in an extensive healthcare system.