Telecom Engineer

Hillcrest Healthcare System•Tulsa, OK

About The Position

The Network Engineer (Telecom) is a professional responsible for designing, implementing, and maintaining Cisco collaboration solutions within an organization. These solutions include voice, video, messaging, and conferencing technologies that enable effective communication and collaboration among employees, partners, and customers. Responsible for trouble ticket escalations and CUCM engineering to support customer requests for telephony and video support. Responsible for the programming and deployment of telephony endpoints. Utilizes software and hardware tools, identifies, and diagnoses routine to moderately complex problems and factors affecting network performance. Designs Cisco collaboration solutions based on business requirements, including Unified Communications Manager (CUCM), Unity Connection, Cisco Unified Contact Center Express (UCCX), Cisco Webex, Cisco Meeting Server (CMS), Cisco Expressway, and related technologies. As well as some Microsoft Teams Calling. Implements and configures Cisco collaboration solutions according to best practices and industry standards. This includes deploying hardware, configuring software, integrating with existing systems, and conducting testing to ensure functionality and performance. Provides advanced troubleshooting and support for Cisco collaboration technologies, identifying and resolving issues related to voice quality, video conferencing, messaging, and other communication services. Monitors and analyzes system performance, capacity, and utilization to ensure optimal operation and scalability of Cisco collaboration infrastructure. Implements and maintains security measures to protect Cisco collaboration systems and data from unauthorized access, threats, and vulnerabilities. Creates and maintains comprehensive documentation including design documents, configuration guides, operational procedures, and troubleshooting guides. Provides guidance, training, and mentorship to junior engineers and other team members to enhance their skills and knowledge of Cisco collaboration technologies. Interacts with Cisco and other vendors to stay updated on product updates, patches, and new features, as well as escalating issues and obtaining support when needed. Collaborates with other IT teams such as network engineering, security, and applications development to integrate Cisco collaboration solutions with other systems and ensure seamless operation. Keeps abreast of emerging technologies, industry trends, and best practices in Cisco collaboration to suggest and implement continuous improvement initiatives.

Requirements

Associate’s degree in Information Technology, Networking, or a related field.
3+ years of experience in voice or telecom systems support.
Proven experience designing, implementing, and supporting Cisco collaboration solutions in enterprise environments.
In-depth knowledge of Cisco collaboration technologies including CUCM, Unity Connection, UCCX, webex, CMS, Expressway, and related products.
Strong understanding of IP networking, SIP, H.323, VoIP protocols, QoS, and other relevant technologies.
Excellent troubleshooting skills with the ability to analyze complex issues and implement effective solutions.
Strong communication and interpersonal skills with the ability to interact effectively with stakeholders at all levels of the organization.
Ability to work independently as well as part of a team in a fast-paced, dynamic environment.
Strong organizational and time management skills with the ability to prioritize tasks and manage multiple projects simultaneously.
Commitment to continuous learning and professional development to keep pace with evolving technologies and industry trends.

Nice To Haves

Relevant certifications such as Cisco Certified Network Professional (CCNP) Collaboration, Cisco Certified Internetwork Expert (CCIE) Collaboration, or equivalent experience is highly desirable.
Experience with scripting and automation tools for configuration management and deployment (e.g., Python, Ansible).
Cloud base Webex Calling
Oracle ACME 3950 SBC packet experience

Responsibilities

Trouble ticket escalations and CUCM engineering to support customer requests for telephony and video support.
Programming and deployment of telephony endpoints.
Utilizes software and hardware tools, identifies, and diagnoses routine to moderately complex problems and factors affecting network performance.
Designs Cisco collaboration solutions based on business requirements, including Unified Communications Manager (CUCM), Unity Connection, Cisco Unified Contact Center Express (UCCX), Cisco Webex, Cisco Meeting Server (CMS), Cisco Expressway, and related technologies. As well as some Microsoft Teams Calling.
Implements and configures Cisco collaboration solutions according to best practices and industry standards.
Provides advanced troubleshooting and support for Cisco collaboration technologies, identifying and resolving issues related to voice quality, video conferencing, messaging, and other communication services.
Monitors and analyzes system performance, capacity, and utilization to ensure optimal operation and scalability of Cisco collaboration infrastructure.
Implements and maintains security measures to protect Cisco collaboration systems and data from unauthorized access, threats, and vulnerabilities.
Creates and maintains comprehensive documentation including design documents, configuration guides, operational procedures, and troubleshooting guides.
Provides guidance, training, and mentorship to junior engineers and other team members to enhance their skills and knowledge of Cisco collaboration technologies.
Interacts with Cisco and other vendors to stay updated on product updates, patches, and new features, as well as escalating issues and obtaining support when needed.
Collaborates with other IT teams such as network engineering, security, and applications development to integrate Cisco collaboration solutions with other systems and ensure seamless operation.
Keeps abreast of emerging technologies, industry trends, and best practices in Cisco collaboration to suggest and implement continuous improvement initiatives.