Lead Unified Communications Engineer

Lead Unified Communications Engineer

Job Category:
Information Technology

Department: IT Operations & Infrastructure

Location:

Los Angeles, CA, US, 90017

Position Type:
Full Time

Requisition

Salary Range: $ (Min.) - $ (Mid.) - $ (Max.)

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.

The Lead Unified Communications Engineer will lead support in all administrative, planning, monitoring, and integration aspects of Call Center Symposium, Converge IVR, In House Web Ex, Right Fax, Cisco Unified Call Manager and UCCE/PCCE. Assist with planning the installation, configuration, and design of telecommunication devices and services. Help secure operations, and participate in disaster recovery preparation to ensure communications are in place.

Contribute to 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 documentation is created so junior staff can grow and handle such issues with ease in the future.

Troubleshoot, rebuild, recover, and tune telecom equipment. Adhere to standard operating procedures (SOPs) 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 telecom projects and ensure staff are effectively performing their tasks to meet deadlines and provide fully functional outcomes. Help with monthly telecommunications system risk analysis and assessment reports.

Provide the above-mentioned support in a 7x24 operation. Responsible for the daily workflow and leading the work of assigned staff. This role will mentor, coach, act as a resource, and provide feedback on performance of assigned staff.

Lead the troubleshooting and design efforts, including IVR, Web Ex, and Cisco phone technologies. Install, configure, and maintain complex telecommunications components such as gateways and telecom software. Oversee and coordinate the day-to-day planning, design, operation and maintenance of the voice networks, including call center systems and software.

Lead all telecom projects and act as an escalation point for senior and junior telecom staff. Oversee and mature collaboration tools such as Web Ex and all videoconferencing systems. Monitor voice systems health and provide analysis and reporting to senior management. Perform system tuning and implement improvements. Assist with the preparation of cost estimates for current and proposed telecommunications activities. Evaluate new products, perform complex telephony problem resolution and develop documentation of technical standards and interface applications.

Work closely with business units/end-users, and vendors resulting in solutions for L.A. Care’s growth and success. Provide strategic direction, guidance and integration of products and services. Develop, implement, and maintain policies, procedures, and training plans for the telecommunications engineering group. Oversee and coordinate the work of the voice telecommunications engineering staff members to achieve availability goals. Keep current on latest technologies and best practices.

Lead project teams through implementation of large, complex projects from project conceptualization through implementation and project acceptance. Lead complex research and development efforts associated with the network. Responsible for researching hardware and telecom…