IT Telephony Engineer, Full Time, First Shift

UC Health is hiring a Full Time IT Telephony Engineer

The Engineer is responsible for supporting and implementing IP telephony systems in accordance with departmental standards and procedures, works with users to define telephony system functionality, call flow, reports, and phone system applications requirements. The Engineer understands data networks that support voice operations, documents operational procedures, tests telephony software, perform backups, coordinate software releases and performs other duties associated with telephony hardware, and works on special use cases involving call center agents, remote workers and MS Teams.

About Uc Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching—a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com. 

Telephony Infrastructure Plan And Install:

• Meets with clients to understand their needs.
• Research, plans, and implements solutions. 
• Work with vendors to receive quotes for products and services.
• Assists in evaluation for system hardware and software products.
• Works with Architects in testing new features / equipment in a lab environment.
• Follows InfoSec policy to make hardware, applications and remote access secure. 
• Configures and implements non-complex service requests/feature configurations based on use cases. 
• Works with IS&T, department representatives and vendors on the installation of, upgrade to, and maintenance of complex systems. 
• Helps develop a project plan of participants, tasks, and timelines once purchase is approved. 
• Aids in inventory management and documenting equipment received and dispersed. 
• Documents “as built” plans and enters information into the knowledge base. score: N/A
• Understands Cloud application architecture, configuration, and setup.  

Incident Management And Maintenance:

• Uses Network Services monitoring systems to determine potential issues. 
• Monitors the IS&T Service desk incident queue and responds to user problem calls.
• Use IS&T Service desk system to query, report and close trouble tickets in a timely manner. 
• Communicates regularly with management and Help Desk throughout an issue.
• Provide after-hours support for telephony and network projects.
• Interact as Tier 2-3 support to IS&T departments & vendors to identify and fix problems.
• Perform tests on systems/software to determine the nature of problem.
• Utilizes resource material, vendors and expertise in pinpointing problems as quickly as possible.
• score: N/A
• Reviews device and monitoring logs, proactively reviews utilization.
• Utilizes appropriate tools to analyze the network and data at the packet level.
• Responds to alerts from network management software.
• Opens tickets with the vendor’s support organization.
• Process returns of defective equipment to the manufacturer.
• Troubleshoot network hardware & software, escalate to an architect, if necessary.
• Participate in network on-call schedule rotation.
• Maintains a spare pool of network equipment.
• Maintains current software versions on network & telephony systems.
• Maintains fiber optics and other cabling enterprise systems.
• Performs backups on systems on a scheduled basis.
• Add users to data network access control within the network management console.
• Complete Problem Management documentation for global events.
• Conducting regular security audits and assessments to identify vulnerabilities and ensure compliance with security standards and regulations.
• score: N/A
• Make changes to stations, vectors, ACD groups, voice mail and customer permissions to resolve problems.
• Activate cell phone using the carrier’s portal.
• Building and testing of call centers per UC Health customer’s requirements.
• Setup voicemail accounts & conferencing accounts.
• Monitor and maintain all call accounting software.
• Standard administration as related to moves, add, and changes (MAC).
• Conducts equipment configuration backups.

Administration:

• Provide administration services/support for the enterprise.
• score: N/A
• Conducts periodic hardware inventory audits.
• Participates in the PMO and Change Management process as needed.
• Attends staff and all hands meetings weekly.
• Audits system processes and applications.
• Aids in inventory management and documenting equipment received and dispersal. 
• Audits system processes, applications, and workflows.
• Activate cell phone using the carrier’s portal.
• Keeps current on manufacturer support notices and updates.
• Attends seminars as approved. 
• Works with clients to understand their needs.
• Implements network & telephony designs.
• Research, develops, plans, and implements new network and telephony approaches.
• Configures and installs network & telephony devices.
• Maintains current software versions on network & telephony systems.
• Maintains fiber optics and other cabling enterprise systems.
• Performs backups on systems on a scheduled basis.
• Work with vendors to receive quotes for products and services.
• Add users to data network access control within the network management console.
• Setup wireless clinical phones.
• Participates in the project and change management processes as needed.
• Keeps current on manufacture support notices and updates. 
• Audits system processes and applications.
• Test analog and PRI circuits.

Documentation:

• Documents tickets with status updates, findings, and resolution. 
• Maintains network drawings using approved graphics software.
• Prepares cabling work orders for contractor as needed.
• Participates in policy and SOP development.
• Maintains site-specific hardware lists and IP assignments.
• Required to use knowledge base to document information. 
• Documents all new telephony software and/or upgrades and labels equipment.
• Documents tickets with status updates, findings and resolution in a timely manner.
• Maintains telephony drawings using approved graphics software.
• Prepares cabling work orders for contractor as needed.
• Participates in policy and SOP development.
• Maintains site-specific hardware lists and IP assignments.
• Provides research information in staff meetings for evaluation.
• Required to use knowledge base to document information. 
• Produce call detail reports when requested.
• Provide traffic studies, call records, call traces and SIP packet captures.
• Utilize Avaya Aura & telephony dependent software in the performance of assigned duties.
• Attending and conduct training for UC health customers on telephony systems & applications.
• Produce, maintain, and schedule CMS reports for call centers/operations.

Other duties as assigned

• Minimum Required: High School Diploma or GED. 
• Preferred Degree: Associate degree in IS&T or related field. Business or Computer Science. 
• Minimum Required: 5 Years equivalent experience.

Join our team to BE UC Health. Be Extraordinary. Be Supported. Be Hope. Apply Today!  

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As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is an EEO employer.