Voice Engineer (Cisco Unified Communications)

Location : Travel to Facilities within NC

Network Specialist / Voice Engineer (Cisco Unified Communications) is responsible for the design, implementation, and ongoing management of Cisco Unified Communications systems across a large mental healthcare system.

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.

• 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.
• 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.
• 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.

WorkingConditions :

Some travel may be required between facilities within the healthcare system.

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

In-depth knowledge of Cisco Unified Communications Manager (CUCM), Unity Connection, and other Cisco voice products.

Required

Years

Strong troubleshooting skills with a focus on root cause analysis and problem resolution.

Required

Years

Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.

Required

Years

Project management skills, with the ability to manage multiple priorities and deadlines.

Required

Years