Voice Engineer Senior

Advocate Health and Hospitals Corporation•Macon, GA

7d•Onsite

About The Position

This position leads, executes, and drives critical Unified Communication projects to completion. The Voice Engineer Senior acts in a consultative role to site and business unit leaders and leads technical resources. They 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. As a senior team member, they program, analyze, and resolve problems related to Unified Communications systems' software and hardware. They are the tier 3 level support for the Enterprise Unified Communication platform, providing incident response and escalation within documented SLAs, including supporting and collaborating with the help desk to mitigate end-user issues. This includes monitoring and identifying performance issues of VoIP systems and 3rd-party applications post Go-Live. The role continually develops technical knowledge and expertise, staying abreast of the latest telecommunications business voice solutions by attending industry-related seminars, reading industry-related publications, and attending user groups. They assess current systems and plan for phasing out legacy systems, help define strategies, determine needs, and prepare design proposals explaining costs and benefits. They identify efficiencies and opportunities to reduce costs and advance system functionality and uptime by researching, evaluating, recommending, and implementing voice technology enhancements. They 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. They 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. They install, test, administer, and troubleshoot 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 collaborate with the Video Conferencing team; operate and maintain data test equipment, analyze communications system data, and make corrections to the system as needed. They select, design, and deploy the latest federally mandated e911 solutions platform, enterprise-wide. They select, deploy, and utilize appropriate tools for reporting and routing of IP telephony traffic on the network. They provide and lead ongoing technical and operational assistance for all supported communications systems, schedule and oversee contracted maintenance and repair services, and provide consultation and assistance as assigned. They administer call accounting systems by maintaining databases, producing reports of calls, invoicing users, tracking calls as requested, and resolving problems. They ensure that project budgets are met by maintaining and reporting accurate budget accounting, informing management of any potential cost overruns. They ensure that timelines are met by maintaining and reporting detailed project status, informing management of identified risks that threaten delivery date objectives. They train end users in the use of various kinds of communication equipment and 3rd-party applications in on-site, off-site, and classroom settings. They mentor other telecom team members on technical competencies related to the operation, security, and stability of the back-end voice communications infrastructure. They research and evaluate the capabilities and costs of new and available technologies, and make recommendations to Management regarding improvements, purchases, and cost-saving measures. They develop telecommunications infrastructure technology roadmaps and ensure implemented solutions are positioned to be maintained and secured by support teams.

Requirements

At least 5 years experience installing and supporting sophisticated information systems, preferably in a health care environment utilizing client/server technologies.
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.
Must be available for callback support on a regular basis.
This position requires evenings and weekend hours at times for conversions , due to schedules.
Must have own dependable transportation.
Employee does not have direct patient contact.
Must be able to sit up to 80% of each workday.
Must be able to perform fine hand manipulation when using computer keyboard and be able to type 50%+ of the workday.
Must be able to lift up to 50 lbs on occasion.
Must be able to twist, bend, and kneel.
Must have ability to perform work-related travel.
Alcatel-Lucent (ALCSE), or Cisco (CCN A or Specialist in Collaboration Track ), or higher certification (within 2 nd year of employment).
Bachelor’s degree (or equivalent knowledge) in Computer Science or related field.

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.
Act 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-party 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

Compensation 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