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NATIONAL LEADERS IN PEDIATRIC CARE

Ranked among the top 10 pediatric hospitals in the nation, Children’s Hospital Los Angeles (CHLA) provides the best care for kids in California.

Here world-class experts in medicine, education and research work together to deliver family-centered care half a million times each year. From primary to complex critical care, more than 350 programs and services are offered, each one specially designed for children.

The CHLA of the future is brighter than can be imagined. Investments in technology, research and innovation will create care that is personal, convenient and empowering. Our scientists will work with clinical experts to take laboratory discoveries and create treatments that are a perfect match for every patient. And together, CHLA team members will turn health care into health transformation.

Join a hospital where the work you do will matter—to you, to your colleagues, and above all, to our patients and families. The work will be challenging, but always rewarding.

It’s Work That Matters.

Overview

**Purpose Statement/Position Summary:** The Collaboration Engineer II is a mid-level role responsible for delivering high-quality support across a broad range of online collaboration services, including Microsoft 365 (with a strong emphasis on Teams), Avaya telephony, voice services, mobility solutions, and other SaaS platforms. The ideal candidate will have at least five years of hands-on experience with Avaya Voice technologies, demonstrating deep expertise in the Avaya Aura platform—specifically Communication Manager, Session Manager, and System Manager. Experience with Avaya Contact Center solutions such as ACD, IVR, and CTI is essential, and familiarity with tools like Avaya One-X and Verint call recording is a plus. This role involves troubleshooting and resolving technical issues, managing service requests, and ensuring efficient and effective support delivery. Additionally, the engineer will help shape and manage the collaboration technology roadmap, aligning it with organizational goals and user needs. A passion for technology and a commitment to enhancing healthcare delivery through IT are critical, as the role plays a key part in minimizing downtime and maintaining optimal performance of collaboration systems.

**Schedule:** Hybrid; 3 days remote, 2 days onsite or as needed.

Minimum Qualifications/Work Experience:

_Required:_

• 3-5 years of progressive experience in IT support, with a focus on online collaboration platforms, Microsoft 365 services, and enterprise Avaya telephony/voice systems.

• Demonstrated proficiency in managing and supporting Microsoft Teams, SharePoint, OneDrive, and VoIP systems.

• Hands-on experience with mobile device management (MDM) solutions and SaaS-based collaboration tools.

• Solid understanding of cloud-based communication ecosystems, role-based access control (RBAC), and hardware lifecycle management as it relates to collaboration platforms.

• Experience contributing to IT projects, developing or updating knowledge base articles, and delivering end-user training.

• Strong technical troubleshooting and root-cause analysis skills for collaboration services and telephone systems.

• Excellent customer service, communication, and interpersonal skills.

• Proven ability to manage multiple tasks in a fast-paced environment with minimal supervision.

• Highly organized, detail-oriented, and committed to continuous improvement.

• Familiarity with compliance requirements in a healthcare or highly regulated environment.

• Ability to evaluate user feedback, analyze support metrics, and recommend improvements to enhance end-user experience.

• Willingness to work flexible hours, including evenings and weekends as necessary.

• Ability to assist in developing and

Education/Licensure/Certification:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent combination of relevant education and experience may be considered.

• Relevant certifications such as Microsoft Certified: Teams Administrator Associate, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA Network+.

Pay Scale Information

USD $88,962.00 - USD $146,151.00

CHLA values the contribution each Team Member brings to our organization. Final determination of a successful candidate’s starting pay will vary based on a number of factors, including, but not limited to education and experience within the job or the industry. The pay scale listed for this position is generally for candidates that meet the specified qualifications and requirements listed on this specific job description. Additional pay may be determined for those candidates that exceed these specified qualifications and requirements. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs. CHLA looks forward to introducing you to our world-class organization where we create hope and build healthier futures.

Children's Hospital Los Angeles (CHLA) is a leader in pediatric and adolescent health both here and across the globe. As a premier Magnet teaching hospital, you’ll find an environment that’s alive with learning, rooted in care and compassion, and home to thought leadership and unwavering support. CHLA is dedicated to creating hope and building healthier futures – for our patients, as well as for you and your career!

CHLA has been affiliated with the Keck School of Medicine of the University of Southern California since 1932.

At Children’s Hospital Los Angeles, our work matters. And so do each and every one of our valued team members. CHLA is an Equal Employment Opportunity employer. We consider qualified applicants for all positions without regard to race, color, religion, creed, national origin, sex, gender identity, age, physical or mental disability, sexual orientation, marital status, veteran or military status, genetic information or any other legally protected basis under federal, state or local laws, regulations or ordinances. We will also consider for employment qualified applicants with criminal history, in a manner consistent with the requirements of state and local laws, including the LA City Fair Chance Ordinance and SF Fair Chance Ordinance.

Qualified Applicants with disabilities are entitled to reasonable accommodation under the California Fair Employment and Housing Act and the Americans with Disabilities Act. Please contact CHLA Human Resources if you need assistance completing the application process.

Our various experiences, perspectives and backgrounds allow us to better serve our patients and create a strong community at CHLA.

Collaboration Services