Job Summary:

The Voice Engineer is responsible for the design, implementation, and ongoing management of Cisco Unified Communications systems across a large mental healthcare system. This role will ensure the reliability, performance, and security of the voice communication infrastructure, supporting multiple facilities and a diverse range of healthcare professionals. The successful candidate will work closely with IT teams, vendors, and end-users to provide high-quality voice communication solutions that enhance the operational efficiency and care delivery within the organization.

Key Responsibilities:

• System Design & Implementation:
  • Design, deploy, and manage Cisco Unified Communications solutions, including Cisco Call Manager, Unity Connection, and related voice infrastructure.
  • Develop and implement voice system architecture that meets the needs of a large, multi-site mental healthcare system.
  • Ensure all voice communication solutions are scalable, reliable, and secure.
• Operations & Maintenance:
  • Perform regular maintenance, updates, and troubleshooting of the Cisco Unified Communications systems.
  • Monitor system performance and proactively address potential issues to minimize downtime and service disruptions.
  • Manage system backups and disaster recovery plans for voice communication systems.
• User Support & Training:
  • Provide tier 2 and 3 support for voice communication issues, working closely with the IT helpdesk to resolve problems.
  • Conduct training sessions for end-users and IT staff to ensure effective use and management of the voice systems.
  • Document system configurations, processes, and procedures, ensuring up-to-date knowledge base articles for the IT team.
• Collaboration & Communication:
  • Work closely with network engineers, system administrators, and security teams to ensure the voice systems are integrated and aligned with overall IT infrastructure.
  • Collaborate with vendors and service providers to manage service agreements, upgrades, and technical support.
  • Communicate voice system updates, changes, and best practices to stakeholders across the healthcare system.
• Project Management:
  • Lead or participate in voice-related projects, ensuring they are completed on time, within scope, and within budget.
  • Develop project plans, including timelines, resource allocation, and risk management strategies.
  • Regularly report project progress to management and stakeholders.

Qualifications:

• Education:
  • Bachelor's degree in information technology, Telecommunications, or a related field. Equivalent work experience may be considered.
• Experience:
  • 5+ years of experience in voice engineering, with a focus on Cisco Unified Communications systems.
  • Proven experience in managing large-scale, multi-site voice communication systems.
  • Experience in the healthcare industry, particularly in a mental healthcare setting, is preferred.
• Certifications:
  • Cisco Certified Network Professional (CCNP) Collaboration or Cisco Certified Internetwork Expert (CCIE) Collaboration is highly desirable.
  • ITIL certification is a plus.
• Skills:
  • In-depth knowledge of Cisco Unified Communications Manager (CUCM), Unity Connection, and other Cisco voice products.
  • Strong troubleshooting skills with a focus on root cause analysis and problem resolution.
  • Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.
  • Project management skills, with the ability to manage multiple priorities and deadlines.

Preferred Qualifications:

• Experience with voice gateways, session border controllers (SBCs), and SIP trunking.
• Familiarity with network protocols, QoS, and voice-related security practices.
• Knowledge of voice recording and contact center solutions.

Working Conditions:

• This position may require occasional after-hours work to support system upgrades, maintenance, or urgent issues.
• Some travel may be required between facilities within the healthcare system.