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Description

Senior IT Network Voice Engineer

Department: UCHlth Voice And Data Network

FTE: Full Time, 1.0, 80.00 hours per pay period (2 weeks)

Shift: Days

Pay: $45.38 - $68.07 / hour. Pay is dependent on applicant's relevant experience

The UCHealth Information Technology department is seeking a highly skilled Senior IT Voice Engineer dedicated to design, implementation, maintenance, and support of the Voice Infrastructure platforms. This position will provide advanced-level platform design, support and incident management for platform-level issues affecting the Cisco Contact Center (UCCX) and Cisco Call Manager environment and will ensure the reliability, performance, and security of the voice communication infrastructure, supporting multiple locations and a diverse range of business units. Candidates with hands on experience with enterprise platform design and engineering are highly encouraged to apply.

This is a full-time hybrid position that will be performed both on-site and at UCHealth hospitals and offices in the Denver Metro area. Participation in on-call rotation is required.

Responsibilities:

+ Design, deploy, and manage Cisco Unified Communications solutions, including Cisco Communications Manager, Unity Connection, Unified Contact Center Express (UCCX).

+ Provide technical support for communication issues, diagnosing and resolving hardware/software problems.

+ Monitor network performance and ensure the stability and performance of voice communication platforms.

+ Architect, implement, and optimize Cisco UCCX solutions including call flows, scripts, and reporting.

+ Perform capacity planning and performance tuning of UCCX and related systems.

+ Mentor junior engineers and serve as an escalation point on voice services.

+ Collaborate on the integration of third-party applications with CUCM and UCCX.

+ Support troubleshooting and optimization of existing UC infrastructure, working with senior engineers on more complex issues.

+ Represent and implement voice solutions for new office and hospitals projects.

+ Support daily voice related moves, adds, and changes.

+ Support all related voice systems including WiFi phones, call recording, and call reporting.

+ Collaborate with IT teams to ensure seamless integration of communication tools with other systems.

+ Maintain accurate documentation of communication system configurations, processes, and issue resolutions.

+ Stay up to date with the latest UC technologies and trends, providing input on potential improvements to the system.

+ Assist in user training and onboarding for communication tools.

+ Participate in a compensated on-call support rotation.

+ Within scope of job, requires critical thinking skills, decisive judgement and the ability to work with minimal supervision. Must be able to work in a fast-paced environment and take appropriate action.

Requirements:

+ High School diploma or GED.

+ 5 years of relevant experience.

Preferred:

+ 7+ years in Unified Communications with at least 3 years focused on UCCX.

+ Strong problem-solving skills with the ability to troubleshoot communication issues.

+ Excellent verbal and written communication skills for providing technical support and documentation.

+ Team-oriented with the ability to work in a collaborative environment.

+ Attention to detail and ability to prioritize tasks effectively.

+ Cisco CCNA and CCNP Collaboration

+ Cisco Certified Specialist - Collaboration Call Control and Mobility or UCCX

+ Cisco Unified Communications Manager (CUCM), Unity Connection Enterprise, and other Cisco voice products.

+ Unified Contact Center Express (UCCX)

+ Cisco Unified Border Element (CUBE), Unity Connection, Singlewire Informacast Fusion, Call Recording, Call Detail Reporting, Cisco Unified Computing System (UCS), VMware.

+ Voice gateways.

+ Experience with other voice and paging systems (NEC, AVAYA, etc.)

We improve lives. In big ways through learning, healing, and discovery. In small, personal ways through human connection. But in all ways, we improve lives.

UCHealth invests in its Workforce.

UCHealth offers a Three Year Incentive Bonus to recognize employee's contributions to our success in quality, patient experience, organizational growth, financial goals, and tenure with UCHealth. The bonus accumulates annually each October and is paid out in October following completion of three years' employment.

UCHealth offers their employees a competitive and comprehensive total rewards package (benefit eligibility is based off of FTE status):

+ Medical, dental and vision coverage including coverage for eligible dependents

+ 403(b) with employer matching contributions

+ Time away from work: paid time off (PTO), paid family and medical leave (inclusive of Colorado FAMLI), leaves of absence; start your employment at UCHealth with PTO in your bank

+ Employer-paid basic life and accidental death and dismemberment coverage with buy-up coverage options

+ Employer paid short term disability and long-term disability with buy-up coverage options

+ Wellness benefits

+ Full suite of voluntary benefits such as flexible spending accounts for health care and dependent care, health savings accounts (available with HD/HSA medical plan only), identity theft protection, pet insurance, and employee discount programs

+ Education benefits for employees, including the opportunity to be eligible for 100% of tuition, books and fees paid for by UCHealth for specific educational degrees. Other programs may qualify for up to $5,250 pre-paid by UCHealth or in the form of tuition reimbursement each calendar year

Loan Repayment:

+ UCHealth is a qualifying employer for the federal Public Service Loan Forgiveness (PSLF) program! UCHealth provides employees with free assistance navigating the PSLF program to submit their federal student loans for forgiveness through Savi.

UCHealth always welcomes talent. This position will be open for a minimum of three days and until a top applicant is identified.

UCHealth recognizes and appreciates the rich array of talents and perspectives that equal employment and diversity can offer our institution. As an equal opportunity employer, UCHealth is committed to making all employment decisions based on valid requirements. No applicant shall be discriminated against in any terms, conditions or privileges of employment or otherwise be discriminated against because of the individual's race, color, national origin, language, culture, ethnicity, age, religion, sex, disability, sexual orientation, gender, veteran status, socioeconomic status, or any other characteristic prohibited by federal, state, or local law. UCHealth does not discriminate against any qualified applicant with a disability as defined under the Americans with Disabilities Act and will make reasonable accommodations, when they do not impose an undue hardship on the organization.

Who We Are (uchealth.org)