UC ADMINISTRATOR

The Unified Communications (UC) administrator is responsible for maintaining, installing, and supporting the communications, by delivering quick response, technical assistance, problem solving, and proactive support for voice infrastructure services, including the installation, setup, programming, troubleshooting, and maintenance of communications software and hardware. The UC administrator’s role is to ensure the stability, integrity, and efficient operation of all voice and communications operations. This is achieved by monitoring, maintaining, supporting, and optimizing all associated communications hardware and software. The UC administrator will also lead and deliver large scale and complex telecom project engagements that identify, design, and implement creative business and technology solutions for the organization. Must be an enthusiastic and flexible team player who possesses healthcare operational knowledge, project management and organizational skills. Ability to understand and explain complex technical concepts in terms understandable to end-users, strong written and verbal communication skills to include the creation of project documentation and technical writing, ability to exercise discretion and independent judgment on workflow design, problem solving and other projects that support business needs. Advance the health systems utilization of telecom technologies, contact center platforms, and enhance workflow. A strong understanding of the health system workflows will allow for technological suggestions of hardware and software telecom solutions.Responsibilities Work directly the local manager, vendors and team to architect technical designs for the future Responsible for creating detailed architecture designs for next generation voice technologies and creating engineering guidelines for enhancements based on current production deployments. Assist with managing projects, annual maintenance / support agreements, and other operational expenses to budget. Maintain a working knowledge of emerging trends in the UC industry as a whole. Provide engineering assistance in the Unified Communications / Collaboration platforms including communications (e.g., PBX, VoIP/IPT, wireless phones, etc.), paging services, call center application, web collaboration/desktop sharing, and video conferencing systems. Ability to understand IP network convergence and architect/articulate UC networks to facilitate successful transport of multiple types of UC applications. Programming troubleshooting for Cisco Unified Communications product portfolio, Avaya (S87XX/83XX/85XX) class media servers and gateways running Avaya Communications Manager R5.x and above; Session Manager, system manager, IVRs a or equivalent. Configuration and management of hardware and software to ensure proper functioning of the various voice services, including IP Telephony/VoIP, call processing systems, IM/presence, conferencing, video, and gateway services. Cisco UCM system administration and maintenance activities and tasks with the responsibility for evaluation and architecture of all aspects of Unified communication. Assist in the function of the Information Center’s Amtelco call center system as it pertains to contact centers. UCCX experience with Cisco contact center solution and Finesse. Design and support of call flow scripting and management, automatic call distribution (ACD) management, and business application integration. Management of user accounts, voice mail, call queues, primary rate interfaces (PRI), fax lines, and office mailboxes. Receives, prioritizes and responds to incoming work orders, calls, and/or emails regarding equipment and/or connectivity problems. Accurately documents and maintain case information including case notes, issue/problem resolution, root cause information, and knowledge base/support articles. Monitor assigned tickets and tasks and provide service or escalation as necessary. Provide support for escalated service desk tickets following established protocols. Perform remote and onsite scheduled maintenance. Adhere to departmental policies for reporting and managing requests and change control. Collaborate with IT teams and customers to develop and understand requirements and ensure customer experience. Analyze and troubleshoot hardware and software platforms for various communications technologies. Ensure voice network availability and performance. Assist in the development of meaningful metrics and performance base lines. Leverage tools such as SolarWinds NPM/NetFlow, Cisco management and others to assist in troubleshooting telephony system performance issues; analyzes voice traffic and provides capacity planning solutions. Manage relationships with key IT partners, including outsourcing relationships. Involved in the definition of requirements and high level design for implementation of vendor system. Embrace and/or adopt industry best-practices in IT operations and support processes (e.g., ITIL). Collaborate with Information Security Officer (ISO) to ensure adherence to information security policies, guidelines and standards are met. Ensure maintenance of network and telecom infrastructure software, firmware and operating system updates. Other duties as required. Qualifications Bachelor’s degree in computer science, Information Technology or other technical field preferred.  5+ years of demonstrated success and progressive experience in IP Telephony/Network administration and support. Cisco (CCNP + Voice, CCNA Voice/Collaboration, CWNA), Avaya or other relevant network/telecom certifications preferred. Working knowledge of networking technologies, protocols and security such as basic IP addressing, DNS, DHCP, VPN client configuration and VOIP phones. Expert level experience with Avaya PBX and Cisco Communications Solutions:  Unified Contact Center Express (CUCX), Unity Connection (CUC), Unified Communications Manager (CUCM),  Cisco Unified Presence Server, variety of digital and analog voice gateway products especially Cisco ISR routers, full complement of Cisco hard and soft IP phones/endpoints, SIP trunking, VMware server virtualization, UCS servers integration preferred. Expert level experience with telephony platforms including contact center technology, IVR, Automated Attendant, PBX (analog and digital), VOIP/SIP platforms. Expert level experience with IP telephony concepts (ex: SIP, signaling, media, codecs, etc.) Expert level experience deploying, supporting, and troubleshooting IP telephony devices, including desktop agents, mobile clients, desk phones and other endpoints. Advanced knowledge of call / contact center systems. Advanced knowledge of telepresence endpoints, softphones, route patterns and translation patterns Advanced knowledge and experience in Unified Communications and collaboration concepts, products, technologies and solutions including voice/PBX/TDM/telephony/IPT/VoIP, messaging, the H.32X and SIP suite of standards, IP communications and protocols including TCP, UDP, RTP, SCCP, MGCP, as well as presence, instant messaging, directories, federation, etc. Advanced knowledge with Cisco (TANDBERG) or Polycom TelePresence Video conferencing systems desired. Advanced knowledge with ACME packet Session Border Controllers (SBC) or Cisco Unified Border Element (CUBE) in a carrier voice offering is preferred. Experience with Solarwinds, NetFlow, and other telephony systems monitoring/analyzer tools. Experience with use of network/telecom analysis and monitoring tools. Basic understanding of Cisco routing and switching with Layer 2 / 3 switching/routing/network protocols, including TCP/IP, BGP, OSPF, EIGRP, RIP. Strong communications skills including the ability to build relationships and effectively communicate with project teams and key clinical stakeholders, including business services, nurses and physicians.  Flexible team player with strong project management and organizational skills with ability to establish and achieve goals and maintain timelines. Requirements Personal transportation for local travel between SSHEC sites. Participate in emergency and on-call coverage as assigned. Responsibilities if Required: Education if Required: License/Registration/Certification Requirements: