Directly provides telecommunication, collaboration and contact center engineering support and consultative services for Vancouver Clinic departments. Monitors and manages system availability and performance. Assists with operational projects including rolling out new sites, services and features of the Communications and Collaboration platforms including ongoing support of contact centers services, servers, and reporting. Provides Tier 3 support both on site and remotely. This position is primarily responsible for maintaining secure, reliable telecommunications and contact center services across the enterprise.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES:

• Provide telecom engineering implementation, support and business consultation


• Monitor & maintain system availability and performance


• Troubleshoot technical issues and provide appropriate resolution for communications platforms


• Handle all requests for adds, moves, and changes on multiple telecommunication systems


• Work support ticket queues and resolve in a timely manner


• Collaborate with service desk, network engineering & operations, and other IS teams


• Provide and maintain thorough documentation including station, trunk and e911 configurations


• Provides after hours support & maintenance for Unified Communications systems

SKILLS AND ABILITIES:

• Engineering level experience supporting and debugging with the following platforms:Cisco Call Manager (PCCE and non PCCE)

• Cisco Unified Border Element (CUBE) and SIP Trunking


• Cisco Emergency Responder


• Cisco Expressway


• Cisco IM & Presence Server (IM&P) & Cisco Jabber


• Cisco UC Manager Automation


• Voice IOS Gateways with H.323, MGCP


• Cisco Contact Center (PCCE or UCCE)


• Calabrio Workforce Management and Call Recording

• Strong understanding of end to end service development from pre-concept to operational support


• Operational knowledge of VMWare Infrastructure


• Operational knowledge of large distributed Local Area and Wide Area Networks


• Understanding of switching, routing QoS and how they affect voice traffic and call quality

EDUCATION AND EXPERIENCE:

• Bachelor's degree in Computer Science, Engineering or related discipline required; equivalent experience acceptable


• Five or more years in hands on IP telephony design to include Call Manager, Cisco CUBE, Unity, IM&P, & PCCE/UCCE required


• Five or more years in network development and IP networking required


• CCNP Voice/Collaboration or equivalent experience strongly preferred


• Ability to work weekends and after-hours as necessary to resolve operational issues and manage server systems including but not limited to maintaining security patch cycles

The above information is intended to indicate the general nature and level of work required in this position. It is not designed to contain or be interpreted as a comprehensive description of all duties, responsibilities, and qualifications required of those assigned to this job.

We offer a competitive Total Rewards Program which includes insurance programs covering medical, dental, vision, life, long-term disability, generous time off, holidays, education reimbursement, and a 401(k) plan. Eligibility for benefits is dependent on factors such as position type and FTE. Contact your recruiter for more information.

Vancouver Clinic is proud to be an Equal Opportunity Employer. Vancouver Clinic does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, gender identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.