Voice Engineer Senior

American Addiction Centers•Macon, GA

1d•$48 - $71•Onsite

About The Position

The Voice Engineer Senior will lead, execute, and drive critical Unified Communication projects to completion. This role acts in a consultative capacity to site and business unit leaders, guiding technical resources. The engineer will design and support the enterprise VoIP infrastructure and its associated software, including IP-PBXs, session border controllers, call management systems, voicemail, and interactive voice response, while ensuring adherence to IT security and business continuity policies, standards, and practices. As a senior team member, they will program, analyze, and resolve problems related to Unified Communications systems' software and hardware, serving as tier 3 support for the Enterprise Unified Communication platform. This includes incident response and escalation within documented SLAs, supporting help desk mitigation of end-user issues, and monitoring VoIP systems and 3rd-party applications for performance issues post Go-Live. The role requires continuous development of technical knowledge and expertise, staying current with the latest telecommunications business voice solutions through industry events and publications. Responsibilities also include assessing current systems, planning for legacy system phase-outs, defining strategies, determining needs, and preparing design proposals with cost-benefit analyses. The engineer will identify efficiencies and cost-reduction opportunities, advance system functionality and uptime through research and implementation of voice technology enhancements, and collaborate with engineers/architects for system upgrades. They will deploy highly-reliable enterprise voice solutions, ensuring IT policies for security and business continuity are met, and develop enterprise architectural documentation, templates, and standard practices. This includes coordinating Moves, Adds, Changes, and Deletions (MACDs), which may involve obtaining estimates, implementing software changes, scheduling vendor services, invoicing users, and maintaining an inventory of devices and their locations. The engineer will install, test, administer, and troubleshoot various communication components and platforms, including SIP, legacy analog circuits, T1 lines, transmission lines, circuit packs, VoIP, PSTN, Mobile, and collaborate with the Video Conferencing team. They will operate and maintain data test equipment, analyze communications system data, and make necessary corrections. A key responsibility is selecting, designing, and deploying the latest federally mandated e911 solutions enterprise-wide, and selecting, deploying, and utilizing appropriate tools for reporting and routing IP telephony traffic. The role provides and leads ongoing technical and operational assistance for all supported communications systems, schedules and oversees contracted maintenance and repair services, and provides consultation. Administration of call accounting systems includes maintaining databases, producing reports, invoicing users, tracking calls, and resolving problems. Project budget and timeline adherence is critical, requiring accurate budget accounting and status reporting, and informing management of potential risks. The engineer will train end users on communication equipment and 3rd-party applications and mentor other telecom team members. Finally, they will research and evaluate new technologies, make recommendations to management for improvements and cost-saving measures, and develop telecommunications infrastructure technology roadmaps.

Requirements

Bachelor’s degree (or equivalent knowledge) in Computer Science or related field.
At least 5 years experience installing and supporting sophisticated information systems, preferably in a health care environment utilizing client/server technologies.
Alcatel-Lucent (ALCSE), or Cisco (CCNA or Specialist in Collaboration Track), or higher certification (within 2nd year of employment).
Work is subject to high-level visibility through exposure to Advocate Health administration.
This position will require high degree of proficiency in verbal and written communications.
Ability to effectively handle customer contacts and problem resolution.
Time Management - Ability to work on multiple tasks concurrently, manage priorities, and complete assignments in a timely manner and meet productivity standards.
Strong ability to work independently, exercise judgment and creativity in analyzing and solving unusual problems or situations that arise.
Knowledge of communications operating systems, call accounting systems, and software.
Working technical knowledge of VoIP/IP telephony systems, voicemail, software, and hardware.
Knowledge of PSTN, SIP, H.323, TCP/IP Protocols, VoIP QoS and integrating IP telephony systems & 3rd party voice technology with enterprise LAN/WAN, WiFi, etc.

Nice To Haves

Alcatel-Lucent (ALCFE), Cisco (Network & Collaboration Track), or Sonus Certifications preferred.
At least 10 years experience installing and supporting sophisticated information systems, preferably in a health care environment utilizing client/server technologies.

Responsibilities

Leads, executes and drives critical Unified Communication projects to completion.
Acts in a consultative role to site and business unit leaders and lead technical resources.
Design and support enterprise VoIP infrastructure and its associated software, including IP-PBXS, session border controllers, call management systems, voice mail, and interactive voice response, while ensuring IT security and business continuity policies, standards and practices are adhered to.
Senior team member that programs, analyzes, and resolves problems related to Unified Communications systems' software and hardware and is the tier 3 level support for the Enterprise Unified Communication platform; providing incident response and escalation within documented SLAs, including supporting and collaborating with help desk to mitigate end user issues.
Includes monitoring and identifying performance issues of VoIP systems and 3rd-arty applications post Go-Live.
Continually develops technical knowledge and expertise. Keeps abreast of the latest telecommunications business voice solutions (transport protocols, products, and standards in support of VoIP systems development and equipment procurement) by attending industry related seminars, reading industry related publications, and attending user groups.
Assess current systems and plan for phasing out of legacy systems; help to define strategies, determine needs, and prepare design proposals explaining costs and benefits.
Identify efficiencies and opportunities to reduce costs and advance system functionality and uptime by researching, evaluating, recommending and implementing voice technology enhancements.
Collaborate with engineers/architects for upgrades to operating systems, hardware, etc. and deploy highly-reliable enterprise voice solutions while ensuring IT policies to maintain security and business continuity.
Develop and execute detailed enterprise technical projects, by developing enterprise architectural documentation, templates and standard practices.
Coordinating MACDs may include: obtaining written estimates and authorizations, implementing software changes, contacting vendors to schedule service or purchase equipment, invoicing users for services, and maintaining an inventory of devices and their locations within the network.
Installs, tests, administers, and troubleshoots a variety of communication components and platforms, including: SIP as well as legacy analog circuits, T1 lines, transmission lines, circuit packs; VOIP, PSTN, Mobile and collaborates with Video Conferencing team; operates and maintains data test equipment, analyzes communications system data, and makes corrections to the system as needed.
Select, design, and deploy the latest federally mandated e911 solutions platform, enterprise wide.
Select, deploy, and utilize appropriate tools for reporting and routing of IP telephony traffic on the network.
Provides and leads ongoing technical and operational assistance for all supported communications systems, schedules and oversees contracted maintenance and repair services, and provides consultation and assistance as assigned.
Administers call accounting systems by maintaining data bases, producing reports of calls, invoicing users, tracking calls as requested and resolving problems.
Ensure that project budgets are met by maintaining and reporting an accurate budget accounting, informing management of any potential cost overruns.
Ensure that timelines are met by maintaining and reporting a detailed project status, informing management of identified risks that threaten delivery date objectives.
Trains end users in the use of various kinds of communication equipment and 3rd-party applications in on-site, off-site, and classroom settings.
Mentors other telecom team members on technical competences related to the operation, security and stability of the back-end voice communications infrastructure.
Researches and evaluates the capabilities and costs of new and available technologies, and makes recommendations to Management regarding improvements, purchases and cost-saving measures.
Develop telecommunications infrastructure technology roadmaps and ensure implemented solutions are positioned to be maintained and secured by support teams.

Benefits

Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program