Unified Communications Analyst II

About the role

Supports enterprise voice, collaboration, and contact center systems across hospital and clinic environments. Designs, tests, and enhances unified communications solutions to support clinical and business operations while demonstrating MLH Mission, Vision, and Values. Functions as a member of various multi-disciplinary teams or with assignments in complex Clinical and Business Information Technologies.

Responsibilities

• Support Cisco Unified Communications systems across hospitals, clinics, and enterprise locations.
• Troubleshoot issues related to Cisco Call Manager, Cisco Unity, Webex Calling, VoIP, call routing, and related UC platforms.
• Help maintain reliable voice and collaboration services across healthcare operations.
• Provide direct end-user support in a hospital and clinic setting.
• Assist with migrations from legacy telecom systems to Cisco Unified Communications platforms.
• Support users and locations during cutovers, upgrades, and post-migration stabilization.
• Work with internal IT teams to resolve technical issues.
• Support contact center users and related call flow issues.
• Document issues, resolutions, and changes.
• Maintain a flexible, service-oriented approach in a demanding healthcare environment.
• Participate in an on-call rotation to support operational needs after hours/weekends.

Requirements

• Associates Degree in Computer sciences or a related IT field (or five years of applicable Unified Communications experience in lieu of education).
• At least three years of related experience in telecommunications, VoIP.

Skills

• Hands-on experience supporting Cisco Unified Communications technologies.
• Experience with CUCM, Webex Calling, Unity.
• Understanding of VoIP troubleshooting and SIP trunking concepts.
• Demonstrated MS Office skills.
• Demonstrated ability to exercise sound judgment.
• Demonstrated oral and written communication skills.
• Demonstrated potential for leadership.

Physical Demands

• Subject to call back at all times; must provide own transportation.
• Ability to travel to any area of the organization, both local and remote as needed.
• Subject to standard office working conditions with intermittent exposure to noisy computer equipment.
• Required to sit for extended periods.
• Ability to understand complex verbal and written communications, and respond verbally or in writing as appropriate.
• Ability to interpret equipment status indicators to determine appropriate operating condition.
• Ability to read and understand technical manuals and other documentation.
• Ability to work varying hours due to project needs, system downtime, or hardware/software failures.
• Will occasionally experience stressful working conditions due to tight project schedules and hardware or software problems.
• Ability to occasionally lift and/or move equipment up to 25 pounds without assistance; up to 40 pounds with assistance.
• Ability to occasionally crouch, kneel, bend, and/or crawl to access or inspect equipment.
• Ability to occasionally use small hand tools and manipulate small equipment components.
• Subject to regular periods of repetitive hand motion in the operation of computer terminals and other equipment.