Unified Communications Engineer III

L.A. Care Health Plan•Los Angeles, CA

About The Position

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time. Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose. Job SummaryThe Unified Communications Engineer III leads support of all administrative, planning, monitoring and integration aspects of Call Center, Converge IVR/CVP, In House WebEx, Right fax, Cisco Universal Call Manager and UCCE / PCCE with an emphasis on CVP Scripting. Assist in implementing ICM, CTI/CTIOS and Call Center Reporting. Help secure operation, as well as participate in disaster recovery preparation to ensure communications are in place. Contribute with disaster recovery exercises to demonstrate the capability of establishing Telecommunications in the event of an outage. Perform research, evaluation, installation, and upgrades of Telecom hardware and applications. Assist Helpdesk in areas concerning telecommunications and work with network administration to resolve connectivity issues. Be proactive with training and ensure that documentation is created so that junior staffs can grow and handle such issues with ease in the future. Troubleshoot, rebuild, recover and tune telecom equipment. Adhere to standard operating procedures (SOP’s) to guarantee a stable environment. Work closely with business units/end-users, and vendors resulting in solutions for L.A. Care’s growth and success. Lead large telecomm projects and ensure staff are effectively performing their tasks to meet deadlines and provide fully functional outcomes. Help with monthly telecommunication system risk analysis and assessment reports. Provide the above mentioned support in a 7x24 operation. Acts as a Subject Matter Expert, serves as a resource and mentor for other staff.

Requirements

Bachelor's Degree In lieu of degree, equivalent education and/or experience may be considered.
At least 5 years of system testing and integration experience and/or I.T.
Telecommunications with the demonstrated experience on the following list of stated knowledge/experience/skills.
Customer orientation- establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.
Timing and prioritization of production jobs to meet deadlines and regulatory compliance. Critical thinking skills and a team player.
Strong communication (written and verbal), project management, and organization skills.
Display effort on personal growth while contributing to the advancement of the department and company as a whole.
Demonstrate working knowledge of telecommunications equipment and software (Cisco UCCE / PCCE, VRU, UCM, CVP,VXML,SIP Trunking, Workforce management (WFM) Convergys IVR/CVP, WebEx, Jabber, and AVST). Configure PG Explorer, CUCM Server.
Knowledgeable in intelligence collection systems, identifying and gathering requirements, and supporting operational planning. Strong experience in TCP/IP, Microsoft Outlook email and PDA's.
Demonstrate working knowledge in voice recording technologies such as NICE.
Cisco Certification in Voice over Internet Protocol (VOIP)
Travel to offsite locations for work required.

Responsibilities

Lead the troubleshooting and design efforts, including IVR/CVP, WebEx, Cisco phone technologies.
Installs, configures, and maintains complex Telecommunication components such as gateways, telecomm software.
Oversees and coordinates the day-to-day planning, design, operation and maintenance of the voice networks, including call center systems and software.
Monitor Cisco IP phones and extensions.
Lead all telecom projects and act as an escalation point for senior and junior telecom staffs.
Oversees and mature collaboration tools such as WebEx and all videoconferencing systems.
Facilitates implementation of Cisco IVR/CVP design and NICE Recording along with configuring UCCE, ICM and CVP scripts.
Assists with the preparation of cost estimates for current and proposed telecommunications work.
Evaluates new products, performs complex telephony problem resolution and develops documentation of technical standards and interface applications.
Document translations and gateway configurations.
Work closely with business units/end-users, and vendors resulting in solutions for L.A. Care’s growth and success.
Provides strategic direction, guidance and integration of products and services.
Develops, implements, and maintains policies, procedures, and associated training plans for the telecommunications engineering group.
Oversees and coordinates the work of the voice telecommunications engineering staff members to achieve availability goals.
Keeps current on latest technologies and best practices.
Lead project teams through implementation of large, complex projects from project conceptualization through implementation and project acceptance.
Leads complex research and development efforts associated with the network.
Responsible for researching hardware and telecom software that will fit the needs of all L.A. Care business units.
Outlines and reviews departmental records, which include total network assessment and voice system appraisals.
Performs liaison duties, including providing daily support and essential telecommunications activities to customers.
Provides mentoring to less experienced members of the team.
Works on client requests for support in terms of helping out with telephony, sudden changes, maintenance, and repair issues.
Actively participates in reporting and supervising telephony systems, network nodes, and other associated voice related functions.
Performs the monthly telecommunication service reports submitted to senior management.
Assesses, diagnoses, and resolves complex network problems utilizing advanced capabilities of network analysis tools such as the Network Associates Sniffer; trains other Network Engineers on the resolution of complex problems.
Collaborates with the IT operation team to get telecom technologies up and running.
Leads the enhancement, execution, and design of a client focused solution based on specified prerequisites, defined within a contract.
Responsible for all aspects of administration and monitoring of Call Center systems and software, IVR/CVP, AT&T Connect Conferencing, Right fax, Cisco Universal, Call Manager, WebEx, IM and UCCX.
Applies subject expertise in evaluating business operations and processes.
Identifies areas where technical solutions would improve business performance.
Consults across business operations, providing mentorship, and contributing specialized knowledge.
Ensures that the facts and details are correct so that the project’s/program's deliverable meets the needs of the department, organization and legislation's policies, standards, and best practices.
Provides training, recommends process improvements, and mentors junior level staff, department interns, etc. as needed.
Performs other duties as assigned.