Unified Communications Engineer

The Unified Communications Engineer is responsible for the administration, support, optimization, and ongoing reliability of the organization's enterprise communications environment. This position ensures the availability, performance, and security of voice, collaboration, and contact center technologies that support patient care, business operations, and organizational communication.

Working under the direction of the Lead Infrastructure Engineer, the Unified Communications Engineer collaborates closely with Infrastructure Services, Cybersecurity, Clinical Applications, vendors, and operational departments to deliver reliable communication services while continuously improving the user experience.

• Administer, maintain, and optimize the organization's unified communications environment, including telephony, voicemail, call routing, and collaboration services.
• Support enterprise telephony infrastructure, including SIP services, Session Border Controllers (SBCs), analog gateways, emergency calling, and related communication technologies.
• Configure and maintain auto attendants, call queues, hunt groups, contact center technologies, and call routing workflows.
• Lead troubleshooting efforts for complex voice and communications issues affecting clinical and business operations.
• Coordinate telecommunications service requests, moves, additions, and changes while minimizing operational disruption.
• Participate in infrastructure projects involving communications technologies, including system upgrades, migrations, and new service implementations.
• Collaborate with Infrastructure Services to ensure communications systems integrate effectively with networking, identity management, cloud services, and cybersecurity controls.
• Coordinate activities with telecommunications providers, cloud vendors, and managed service partners to resolve incidents and implement new capabilities.
• Develop and maintain technical documentation, operational procedures, disaster recovery plans, and system diagrams.
• Participate in the 24/7 on-call rotation as assigned.
• Stay current with unified communications technologies, healthcare regulations, and cybersecurity best practices.
• Support the hospital's mission, vision, values, policies, and procedures.
• Perform other duties as assigned.

Qualifications

Education:

Required: Associate's Degree in Information Technology, Telecommunications, Computer Science, or related technical field, or equivalent combination of education and experience.

Preferred: Bachelor’s Degree in Information Technology, Telecommunications, or related field or equivalent combination of education and experience.

Licenses/ certifications/ registrations

Required: N/A

Preferred (any combination of the following or related certifications):

• Avaya ACA/ACIS
• Palo Alto PCNSA
• AudioCodes certification
• Microsoft Teams Administrator Associate
• Cisco CCNA
• CompTIA Network

Experience

Required:

• Minimum five (5) years of progressively responsible experience supporting enterprise communications, telecommunications, systems administration, networking, or related infrastructure technologies.
• Experience administering enterprise voice platforms including on-premises and cloud-based telephony, voicemail, SIP services, Microsoft Teams Phone, or comparable unified communications platforms.
• Experience with Session Border Controllers (SBCs), SIP technologies, and carrier connectivity.
• Experience troubleshooting complex technical issues across networking, telephony, and end-user technologies.
• Experience creating and maintaining technical documentation.

Preferred:

• Experience supporting healthcare communication environments
• Experience participating in infrastructure projects and technology implementations.
• Experience administering enterprise voice platforms such as Avaya Aura, Microsoft Teams Phone, Cisco Unified Communications Manager (CUCM), or similar enterprise telephony solutions.

Other:

• Must be a self-starter.
• Strong interpersonal and problem-solving skills.
• Detail-oriented, organized, and highly motivated.
• Positive attitude, great teamwork mindset, and a willingness to assist wherever needed.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer. Occasional walking, standing, bending, or lifting light office items (up to 25 pounds). Visual acuity to view computer screens and read detailed financial documents. Ability to communicate effectively in person, by phone, and electronically. May be required to move throughout the healthcare facility, including administrative and clinical areas.

Working Conditions: