Company Description

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

Job Description

The Senior Voice Engineer reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Senior Voice Engineer works closely with other technology professionals to monitor voice systems, evaluate impact and troubleshoot problems to implement solutions, and assist in the optimization associated with systems on all voice and data communication issues.

Responsibilities:

• Configures, tests, deploys, and maintains/upgrades unified communications/telephony systems
• Performs adds/moves/changes and performs preventative maintenance on telephony systems
• Proactively monitors and resolves potential service interruptions
• Provides Tier 3 support for telecom service requests and repairs received via service tickets
• Create and maintain end-user training materials and documentation
• Design and implementation of telephony systems and changes throughout the organization
• Manages and owns the success or failure of the implementation of telephony systems projects
• Procures equipment and maintains inventory levels at standards
• Maintains telephone records and procedures and is the responsible owner for such information/documentation
• Plans for and designs systems for future growth
• Develops a broad working knowledge of the full range of NM IS network platforms
• Responds thoroughly and promptly to customer needs as defined in conjunction with our customers
• Works effectively in supporting NM IS application teams with project and support activities
• Prepares and delivers effective support by seeking a thorough understanding of team, department, and organizational goals and objectives
• Mentors and aids in the development of Voice Engineers and Voice Engineer Associates
• Provides after-hours support as part of a team on-call rotation
• <10% travel required for external site projects and support
• Competencies:
• Thorough understanding of Cisco Unified Communications, including Call Manger, Unity Connection, Unified Presence, Emergency Responder, and Cisco Unified Contact Center Enterprise (UCCE)
• Ability to support all Unified Communications components including troubleshooting, configuration, optimization and design of a multi-cluster environment
• Understanding of IPPBX features, IP phones, and the ability to train customers in their use
• Solid data networking skills such as routing and switching with an emphasis on important voice concepts such as SIP, H.323, and QOS
• Familiarity with high-availability design (failover systems and data replication) 
• Experience with Cisco RTMT and Solar Winds monitoring (or similar product)
• Experience with telephony systems and services such as PSTN, ISDN, PRI, SIP trunks
• Technical knowledge of network & PC operating systems, including Windows 7/8/10, VMWare ESX Server, MS Server
• Technical knowledge of current networking hardware, protocols, and telephony standards
• Strong troubleshooting experience
• The ability to think critically, learn quickly, deliver work on schedule, successfully resolve complex technical issues, and communicate effectively
• Knowledge and experience related to incident & change management systems
• Adapts well to rapid change and multiple priorities
• Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions

Qualifications

Required:

• Bachelor's degree or equivalent years of experience
• 8 years of experience
• Cisco Certified Network Professional (CCNP), Collaboration or equivalent relevant technical certification

Preferred:

• Cisco Certified Internetworking Expert (CCIE), Collaboration

Additional Information

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.