Unified Communications Engineer Associate

Prisma Health

About The Position

This position installs, configures, optimizes, and maintains IP Telephony systems and subsystems to include call managers, voice gateways, and voice mail ensuring adherence to established departmental procedures and standards. This position will also monitor IP Telephony systems and subsystems including capacity and performance levels to proactively identify potential issues to ensure uninterrupted service. In addition, this position creates and maintains documentation and operational procedures and scripts for all IP Telephony systems and subsystems, including analysis of existing phone system configurations. This position collaborates with information technology teams, operational users and vendors for defining, planning, costing, and implementing IP Telephony services solutions and projects to meet the business objectives; ensures completion within customer requested timeframes, provides project status updates, and solicits input from management as needed for adherence to IT standards. Additionally, this position assists with providing management with reporting regarding IP Telephony systems and subsystems to include security activities, capacity and performance trends, and overall health of the IP Telephony environment, participates in creating standardization requirements regarding IP Telephony equipment, environment, connectivity, and access; and prioritizes individual tasks ensuring response to service desk cases within established service level agreements and escalates unresolved issues.

Requirements

Education - Bachelor's degree in a related field of study
Experience - No experience required.
Valid driver’s license, an acceptable motor vehicle record as defined by the Acceptable Motor Vehicle Record (MVR) Chart, and proof of auto insurance.
Knowledge of UC platforms (e.g., Cisco Call Manager, Cisco Webex, Avaya, etc.).
Understanding of VoIP, SIP, video conferencing, and messaging technologies.
Experience managing and troubleshooting telephony systems, call centers, voicemail, and conference bridges.
Familiarity with networking concepts and protocols (e.g., IP, DNS, DHCP, VLANs, QoS).
Troubleshooting and problem-solving skills, with the ability to resolve technical issues.
Ability to collaborate with cross-functional teams and vendors to deliver seamless communication solutions.
Strong organizational skills and the ability to manage multiple projects and tasks simultaneously.
Communication skills with both technical and non-technical stakeholders.
Ability to work independently and provide exceptional customer service to end-users.
Familiarity with call center solutions, IVR systems, and related integrations.

Nice To Haves

Relevant certifications such as Cisco Certified Support Technician (CCST), Cisco Certified Network Associate (CCNA), or Certified Telecommunications Network Specialist (CTNS) preferred

Responsibilities

Administers, configures, and supports Unified Communications systems (e.g., Cisco Unified Communications Manager, Unity, voice gateways, session border controllers, Webex, etc.).
Documents system configurations, processes, and troubleshooting procedures to ensure best practices and continuity of operations.
Works with vendors and service providers to manage external communication services.
Validates and ensures carrier and vendor's work observes and meets Prisma Health IT standards and Industry Best Practices.
Collaborates with cross-functional teams (IT, network engineers, security, and end users) to align communication systems with business goals.
Participates in projects to deploy, upgrade, or enhance communication solutions and ensure projects are delivered on time, within budget, and meet required specifications.
Leads efforts in incident response, ensuring minimal downtime and maximum system uptime.
Collaborates with cross-functional teams (network, security, IT support) to ensure a seamless communication experience across the organization.
Prioritizes work assignments including Incidents, Problems and MAC orders ensuring response is within the established service level agreements.
Manages user access, permissions, and security settings within UC platforms.
Provides technical support and training to end-users, helping them leverage UC tools effectively.
Troubleshoots and resolves technical issues related to UC systems, including user endpoint devices (phones, video devices, softphones, etc.).
Available onsite or remote during scheduled or unscheduled network maintenance and outages to assist in new implementations, upgrades, or problem resolution.
Shares On-Call rotation duty
Performs other duties as assigned.