Telecommunications Engineer IRocky Mountain Poison & Drug Safety • Denver, Colorado, United States
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Telecommunications Engineer I
Rocky Mountain Poison & Drug Safety
- Denver, Colorado, United States
- Denver, Colorado, United States
Über
* Cisco Unified Contact Center Enterprise (UCCE) – this is the current contact center platform we are on
* Cisco Voice Portal (CVP) and VXML scripting
*Non-Critical, but good to have:*
* Cisco Unified Communications Manager (CUCM)
* Virtualized Voice Browser (VVB)
* Cisco Unified Border Element (CUBE)
* Cisco Cloud Contact Center experience – we will be migrating to a cloud environment in the next 2 (or so) years
*Schedule*
*Shifts *– Day Shift with some after-hours on-call support (servers updates/Priority 1 tickets/project deploys – as needed).
*Office/remote balance* – Hybrid model. This can be discussed/negotiated in the interview
*On-call responsibilities* – Overnight Priority 1 ticket resolution, Server/System updates. There is a 2 week on-call rotation between 2 Tel Engineers.
*Job Summary*
Provides technical experience and leadership to the Rocky Mountain Poison and Drug Safety Team (RMPDS). The role will be responsible for the implementation, design and maintenance support of the RMPDS Telecommunication environment including service offerings that integrate cloud and on-premise voice and video applications while working closely with Project Managers to implement scalable telecommunication solutions and application integration for call center environments including: Cisco Collaboration, Cisco CUCM, CUIC, CVP, Finesse, UCCE call recording (preferred Verint) and working knowledge of Artificial Intelligence in conjunction with Call Studio (strongly preferred). Performs continual monitoring and analysis of the voice network infrastructure ensuring reliability, redundancy, and efficiency in a local environment. Troubleshoots RMPDS Telecommunications software, hardware and vendor managed services with speed, accuracy, and urgency. Develops automation in established processes that streamline tasks, troubleshooting and customer access to data and services. Creates and maintains documentation of the telecommunication software and solutions for project implementation, maintenance, support and change management. Cultivates, maintains, and reinforces positive relationships with vendors, clients, Denver Health and RMPDS teams while perpetually showcasing RMPDS IT values of technical leadership in innovation, design and customer success.
*Essential Functions*:
* Network.
* Maintains the integrity and reliability of the RMPDS voice network environment through continual analysis using monitoring tools, reports and operational testing.
* Performs continuous system checks to ensure maximum system and network availability.
* Recommends the input for design, implementation, and documentation of the RMPDS voice network, stations/directory, and cable plant environments.
* Assists in the design, planning, implementation, and testing of Disaster Recovery Plan (DRP).
(25%)
* Coordination.
* Coordinates completion of daily activities and assigned projects of Telecommunications staff.
* Assists with the coordination of the end user community and other Network Services branches to produce, develop, and maintain voice operations, with minimal impact on the end user community.
* Assists in the coordination of vendors in order to provide maximum system availability.
(25%)
* Security Administration.
* Assists Telecommunication team in the design and implementation of an overall voice network security strategy.
* Adheres to security guidelines and implement security policies as outlined by RMPDS and Denver Health management.
* Enforces security and performs periodic audits of the telecommunications systems and network to ensure security.
(20%)
* Testing, Maintenance, and Installation.
* Provides PBX administration and voice cable moves, adds, changes, and installations when needed. Demonstrated by proven track record. Maintain voice-wiring closets and adhere to RMPDS and DH cable standards.
* Installs and tests new desktop phone equipment and maintain periodic preventative maintenance as needed. Demonstrated by successful installs and a reduced number of repair tickets.
(15%)
* Documentation, policies and procedures.
* Provides timely voice systems and network documentation.
* Adheres to and enforces established naming and numbering conventions and processes in all systems.
* Ensures key Telecommunications documentation is accurate and current to include Crisis Manual, Announcement and voice mail verbiage, PBX programming, policies and processes, etc. Supports and upholds established RMPDS, Denver Health, and departmental policies, procedures, objective, quality improvement, safety, environmental, and infection control, and codes.
* Participates in quality improvement activities; assists in maintaining compliance with internal and external regulatory standards. Demonstrated by department meeting regulatory standards.
(5%)
* Customer Service.
* Assists the Telecommunications Project Manager in proactively addressing RMPDS Voice network issues as well as identifying voice network technical solutions for operational issues as appropriate with the goal of technology supporting the service and end users effectively.
* Applies knowledge of each program’s service, client base, and expected outcomes, as well as actively participates in meetings as needed.
* Provides high level support to critical RMPDS clients. Demonstrated by active participation in client meetings as needed.
* Provides training to end users as needed to increase knowledge of system use and decrease issues.
* Has a willingness to train end users as needed and progress toward development of a training program.
(5%)
* Responsibilities.
* Participates in quality improvement activities; assists in maintaining compliance with internal and external regulatory standards. Demonstrated by department meeting regulatory standards.
* Provides leadership, training, and coaching to Telecommunications staff. Demonstrated by response from coworkers and peers.
* Maintains competency and enhances professional growth and development through continuing education, conferences, and seminars; attends and updates mandatory training. Demonstrated by attending elective and mandatory training.
* Performs duties in a cost-effective manner; striving to avoid wasting RMPDS resources without jeopardizing quality of care and service. Demonstrated by proven track record of cost savings.
* Maintains positive behaviors, approaches, attitude and commitment to interpersonal services toward clients, visitors and co-workers. Demonstrated by having no complaints. More than one complaint in this area is not meeting expectations. Must respond in a timely manner (according to department’s established performance standards, which include a 24x7 (On-call rotation) to customer inquiries and resolve problems related to fault detection and isolation. Performs on-call (rotational) and overtime work when needed.
* Works to achieve 99.999% system availability. Demonstrated by responding when needed.
* Responsible for updating management, and vendors on all issues, concerns, or problems relating to the voice network and its customers. Demonstrated by paging and through appropriate e-mails.
* Responsible for updating internal customers on issues and concerns related to trouble tickets and outages. Demonstrated through e-mails of an appropriate nature as needed. Responsible for updating management on all issues, concerns, or problems relating to the voice network and its customers. Demonstrated through e-mail.
* Ensures performance of on-going monthly and periodic reporting from Micro call, CMS, Excel, and other packages for scheduled and ad hoc purposes.
(5%)
*Education*:
* Bachelor's Degree
*Work Experience*:
* 7-9 years Without a technical degree, 3 to 5 years of technical experience in Cisco UCCE Voice Contact Center design, support, integration and implementation. Required
*Licenses*:
* CCNP-Cisco Certified Network Professional - Cisco - Cisco Systems Software Development
*Knowledge, Skills and Abilities*:
* Advanced working knowledge of Cisco systems to include Cisco Communications Manager 12.6+, Cisco Unity Connection, UCCE 12.6+, Cisco CVP IVR Scripting, Nuance Voice Portal integration.
* Intermediate working knowledge of Cisco Webex Teams, SIP, H.323, Virtualization, Cisco UCS, Network Concepts, DNS, VLANs, Switching, Routing.
* Strong verbal and written communication skills, with ability to clearly explain concepts and problems to employees and clients in non-technical terms.
* Working knowledge of Voice and Data Circuit Provisioning/Troubleshooting, Analog Technologies, Video Conferencing, Active Directory, DHCP server/client, IIS, Apache, Tomcat, Cisco IOS, Data Center, Network Management Software, VPN, Firewall and general API integration and programming
* In-depth knowledge of Contact Center Operations and configurations to include Wallboards, mobile applications and SaaS
* Strong ability to prioritize tasks and work efficiently
Pay: $89,200.00 - $138,300.00 per year
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Employee assistance program
* Employee discount
* Flexible spending account
* Health insurance
* Life insurance
* Paid time off
* Parental leave
* Professional development assistance
* Referral program
* Retirement plan
* Tuition reimbursement
* Vision insurance
Work Location: Hybrid remote in Denver, CO 80204
Sprachkenntnisse
- English
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