IS Lead - Voice Services

SUMMARY :

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.

ESSENTIAL FUNCTIONS :

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.

MINIMUM QUALIFICATIONS :

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, ACD, IVR.
• Responsible for DAS cellular systems including Verizon Red Disaster phones and Spyder cloud.
• Knowledge of healthcare systems and call center operations, including knowledge of HIPAA compliance and privacy regulations.
• Ability to design, deploy, test and configure complex networking systems.
• Ability to research and recommend complex technical network solutions to meet the needs of the organization short- and long-term.
• Ability to plan and implement strategic and operational network-related projects.
• Skill in assessing and resolving complex technical network issues.
• Ability to effectively communicate technical and non-technical information to a wide variety of constituents including end users, IS team members, vendors and executives.
• Ability to create, document, train and monitor compliance with established or recommended processes, procedures and standards.
• Skill in leading and training others.
• Skill in managing highly critical downtime situations to timely and effective resolution.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
• Be part of a team with on-call rotations.