Unified Communications Engineer

About the role

The Unified Communications Engineer is responsible for the administration, support, optimization, and ongoing reliability of the organization's enterprise communications environment. This position ensures the availability, performance, and security of voice, collaboration, and contact center technologies that support patient care, business operations, and organizational communication. Working under the direction of the Lead Infrastructure Engineer, the Unified Communications Engineer collaborates closely with Infrastructure Services, Cybersecurity, Clinical Applications, vendors, and operational departments to deliver reliable communication services while continuously improving the user experience.

Responsibilities

• Administer, maintain, and optimize the organization's unified communications environment, including telephony, voicemail, call routing, and collaboration services.
• Support enterprise telephony infrastructure, including SIP services, Session Border Controllers (SBCs), analog gateways, emergency calling, and related communication technologies.
• Configure and maintain auto attendants, call queues, hunt groups, contact center technologies, and call routing workflows.
• Lead troubleshooting efforts for complex voice and communications issues affecting clinical and business operations.
• Coordinate telecommunications service requests, moves, additions, and changes while minimizing operational disruption.
• Participate in infrastructure projects involving communications technologies, including system upgrades, migrations, and new service implementations.
• Collaborate with Infrastructure Services to ensure communications systems integrate effectively with networking, identity management, cloud services, and cybersecurity controls.
• Coordinate activities with telecommunications providers, cloud vendors, and managed service partners to resolve incidents and implement new capabilities.
• Develop and maintain technical documentation, operational procedures, disaster recovery plans, and system diagrams.
• Participate in the 24/7 on-call rotation as assigned.
• Stay current with unified communications technologies, healthcare regulations, and cybersecurity best practices.
• Support the hospital's mission, vision, values, policies, and procedures.
• Perform other duties as assigned.

Qualifications

• Education Required: Associate's Degree in Information Technology, Telecommunications, Computer Science, or related technical field, or equivalent combination of education and experience. Preferred: Bachelor’s Degree in Information Technology, Telecommunications, or related field or equivalent combination of education and experience.
• Licenses/certifications/registrations: Required: N/A. Preferred (any combination of the following or related): Avaya ACA/ACIS, Palo Alto PCNSA,