Telecommunications Systems Engineer

ThedaCare

3d • Hybrid

About The Position

The Systems Engineer II completes system installation and management, system monitoring and performance tuning, diagnostics and troubleshooting, user support coordination, backup and storage management, data center maintenance, and other related tasks. The Telecommunications Systems Engineer is a hands-on technical specialist responsible for the daily operation, optimization, and reliability of enterprise voice and contact center platforms. This role emphasizes system configuration, call quality assurance, incident response, and lifecycle support across on-prem and cloud telephony environments. Core responsibilities include telephony operations and lifecycle management (Cisco Call Manager, Unity Connection, UCCX, CUBE, Genesys Cloud); call quality monitoring and advanced troubleshooting (Wireshark, RTMT, QoS metrics, SIP analysis); system design and configuration (dial plans, call routing, contact center flows, redundancy); incident response and root cause analysis; vendor and carrier coordination; accurate documentation and change management; and participation in after-hours on-call support.

Requirements

• Bachelor’s degree with 6 years of relevant experience or in lieu of bachelor’s degree a minimum of five years of progressive experience in information technology and at least three years of experience in infrastructure disciplines.
• Advanced knowledge of desktop, server, and communications equipment operating systems.
• Proficiency in a technology discipline or industry certifications or experience is equivalent to a bachelor’s degree.
• Ability to move freely (standing, stooping, walking, bending, pushing and pulling) and lift up to a maximum of fifty (50) pounds without assistance
• Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job duties
• Reside within ThedaCare service area for periodic timely on call and other onsite work

Responsibilities

• Defines, implements and manages operating system policies and procedures, and leads systems planning.
• Compiles and analyzes system operations and makes recommendations for greater efficiency.
• Formulates/defines specifications for complex operating software.
• Designs and implements customization of system environment to meet client needs and improve the overall performance of the system.
• Works with system vendors to identify and correct hardware and software problems of the highest level.
• Ensures integrity, accuracy, access, and security of all system hardware and operating system.
• Serves as a key contributor in the creation and design of the disaster recovery plan.

Benefits

• Lifestyle Engagement e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support
• Access & Affordability e.g. minimal or zero copays, team member cost sharing premiums, daycare

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level