Lead - Voice Services

IS Lead - Voice Services

Formulates and defines specifications for Telecom (Voice) network architecture and network technical requirements in alignment with corporate strategies. Ensures telecom systems and supporting applications are patched and upgraded within recommended guidelines from the manufacturer or vendor. Develops, maintains and adheres to enterprise-wide technical standards, processes and procedures to ensure the reliability, resiliency and availability of telecom network infrastructure. Manages upgrades to telecom network infrastructure.

Resolves complex problems, works directly with vendors and technical consultants on issue resolution. Ensures quality control through the evaluation and recommendation of telecom technologies. Oversees the work of vendors and consultants ensuring work is performed to standards in a timely and appropriate manner. Serves as project lead, as needed. Works with TMC Facilities staff and other teams to ensure telecom network infrastructure is planned, deployed and maintained according to published standards.

Leads telecom technical support quality improvement initiatives through team data collection, process change implementations and other activities.

Develops project plans of varying complexity.

Works with the business functional areas in defining scope, approach, and resource requirements.

Communicates teams in quality activities by educating, coaching, and mentoring staff on process improvement philosophy, tools, and application.

Comprehends the business strategy and assists in translating business requirements into Information Systems Strategic Technical Plans.

Identifies and communicates potential problems proactively.

Diagnoses and corrects complex problems, maintains release levels, and performs upgrades to system software to incorporate co‑dependencies across systems.

Formulates specifications for complex operating software programming applications.

Develops documentation and testing plans for complex system software and hardware.

Determines, documents, and presents information for the selection and implementation of vendor products to meet hospital needs.

Installs and configures complex operating systems, systems software, utilities, data bases, and application software.

Completes and monitors work as described in Statements of Work (SOW), Service Line Agreements (SLA), or project plans.

Provides technical guidance to multiple levels of staff and customers.

Researches new developments in hardware and software; integrates this knowledge with business operations.

Exhibits excellence in customer service through appropriate attitude and interaction with all patients, visitors, and staff.

Participates in on‑call rotation, as needed.

Communicates technical plans to Network Engineer Team Lead.

Performs related duties as assigned.

EDUCATION: Bachelor's degree or an equivalent combination of relevant education and experience.

EXPERIENCE: Five (5) years of network/telecom engineering experience with increasing levels of responsibility. Experience in hospital or healthcare setting preferred.

LICENSURE/CERTIFICATION: One or more technical certifications including Cisco CCNA/CCNP or other related network/telecom certifications preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Experience designing, implementing, and maintaining Cisco Voice over IP (VOIP) infrastructure including Webex.
• Experience with Cisco Cube, Voice Gateway (VG), POTS, Avaya phone systems, overhead paging systems.
• Responsible for cloud migrations involving voice (telecom) systems.
• Experience designing and building call trees as well as phone routing.
• Experience with SIP trunks including supporting applications utilizing SIP trunks.
• Knowledgeable with Cisco UCCX, CUCM, Finesse and other voice appliances.
• Knowledge of networking architecture, theory, design and practical planning and deployment.
• Knowledge of current networking technologies.
• Experience with Layer 2/3 Cisco switches including SVI VLAN configurations and migrations.
• Knowledge of telephony technologies, protocols, and standards including VoIP,
  
  E.164, H.323, QoS, TCP, UDP, RTP, SCCP, MGCP, SIP, PRI, TDM, PBX,…