Department:
Status:
Benefits Eligible:
Hours Per Week:
Schedule Details/Additional Information:
Monday- Friday 8am-5pm onsite. On-call rotation.
Pay Range:
$47.50 - $71.25Major Responsibilities:
Leads, executes and drives critical Unified Communication projects to completion. Act in a consultative role to site and business unit leaders and lead technical resources. Design and support enterprise VoIP infrastructure and its associated software, including IP-PBXS, session border controllers, call management systems, voice mail, and interactive voice response, while ensuring IT security and business continuity policies, standards and practices are adhered to.
Senior team member that programs, analyzes, and resolves problems related to Unified Communications systems' software and hardware and is the tier 3 level support for the Enterprise Unified Communication platform; providing incident response and escalation within documented SLAs, including supporting and collaborating with help desk to mitigate end user issues. Includes monitoring and identifying performance issues of VoIP systems and 3rd-arty applications post Go-Live.
Continually develops technical knowledge and expertise. Keeps abreast of the latest telecommunications business voice solutions (transport protocols, products, and standards in support of VoIP systems development and equipment procurement) by attending industry related seminars, reading industry related publications, and attending user groups.
Assess current systems and plan for phasing out of legacy systems; help to define strategies, determine needs, and prepare design proposals explaining costs and benefits. Identify efficiencies and opportunities to reduce costs and advance system functionality and uptime by researching, evaluating, recommending and implementing voice technology enhancements.
Collaborate with engineers/architects for upgrades to operating systems, hardware, etc. and deploy highly-reliable enterprise voice solutions while ensuring IT policies to maintain security and business continuity. Develop and execute detailed enterprise technical projects, by developing enterprise architectural documentation, templates and standard practices. Coordinating MACDs may include: obtaining written estimates and authorizations, implementing software changes, contacting vendors to schedule service or purchase equipment, invoicing users for services, and maintaining an inventory of devices and their locations within the network.
Installs, tests, administers, and troubleshoots a variety of communication components and platforms, including: SIP as well as legacy analog circuits, T1 lines, transmission lines, circuit packs; VOIP, PSTN, Mobile and collaborates with Video Conferencing team; operates and maintains data test equipment, analyzes communications system data, and makes corrections to the system as needed. Select, design, and deploy the latest federally mandated e911 solutions platform, enterprise wide. Select, deploy, and utilize appropriate tools for reporting and routing of IP telephony traffic on the network.
Provides and leads ongoing technical and operational assistance for all supported communications systems, schedules and oversees contracted maintenance and repair services, and provides consultation and assistance as assigned. Administers call accounting systems by maintaining data bases, producing reports of calls, invoicing users, tracking calls as requested and resolving problems.
Ensure that project budgets are met by maintaining and reporting an accurate budget accounting, informing management of any potential cost overruns. Ensure that timelines are met by maintaining and reporting a detailed project status, informing management of identified risks that threaten delivery date objectives.
Trains end users in the use of various kinds of communication equipment and 3rd-party applications in on-site, off-site, and classroom settings. Mentors other telecom team members on technical competences related to the operation, security and stability of the back-end voice communications infrastructure.
Researches and evaluates the capabilities and costs of new and available technologies, and makes recommendations to Management regarding improvements, purchases and cost-saving measures. Develop telecommunications infrastructure technology roadmaps and ensure implemented solutions are positioned to be maintained and secured by support teams.
Licensure, Registration, and/or Certification Required:
Alcatel-Lucent (ALCSE), or Cisco (CCNA or Specialist in Collaboration Track), or higher certification (within 2nd year of employment).
Education Required:
Bachelor’s degree (or equivalent knowledge) in Computer Science or related field.
Experience Required:
At least 5 years experience installing and supporting sophisticated information systems, preferably in a health care environment utilizing client/server technologies.
No relocation, No Sponsorship or transfer of visa for this position now or in the futureKnowledge, Skills & Abilities Required:
Work is subject to high-level visibility through exposure to Advocate Health administration.
This position will require high degree of proficiency in verbal and written communications.
Ability to effectively handle customer contacts and problem resolution.
Time Management - Ability to work on multiple tasks concurrently, manage priorities, and complete assignments in a timely manner and meet productivity standards.
Strong ability to work independently, exercise judgment and creativity in analyzing and solving unusual problems or situations that arise.
Knowledge of communications operating systems, call accounting systems, and software.
Working technical knowledge of VoIP/IP telephony systems, voicemail, software, and hardware.
Knowledge of PSTN, SIP, H.323, TCP/IP Protocols, VoIP QoS and integrating IP telephony systems & 3rd party voice technology with enterprise LAN/WAN, WiFi, etc.
Physical Requirements and Working Conditions:
Must be available for callback support on a regular basis. This position requires evenings and weekend hours at times for conversions, due to schedules.
Must have own dependable transportation.
Employee does not have direct patient contact.
Must be able to sit up to 80% of each workday.
Must be able to perform fine hand manipulation when using computer keyboard and be able to type 50%+ of the workday.
Must be able to lift up to 50 lbs on occasion.
Must be able to twist, bend, and kneel.
Must have ability to perform work-related travel.
Preferred Job Requirements:
Certification/License: Alcatel-Lucent (ALCFE), Cisco (Network & Collaboration Track), or Sonus Certifications preferred.
Experience: At least 10 years experience installing and supporting sophisticated information systems, preferably in a health care environment utilizing client/server technologies.
DISCLAIMER
All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.
Our Commitment to You:
Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
Compensation
Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Benefits and more
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview.
About Advocate Health
Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.
Skills Required
- Bachelor's degree or equivalent knowledge in Computer Science or a related field
- At least 5 years of experience installing and supporting sophisticated information systems
- Alcatel-Lucent ALCSE, Cisco CCNA, Cisco Collaboration Specialist, or higher certification within the second year of employment
- Working technical knowledge of VoIP and IP telephony systems, voicemail, communications software, and hardware
- Knowledge of PSTN, SIP, H.323, TCP/IP protocols, VoIP QoS, and enterprise LAN/WAN and Wi-Fi integration
- Strong verbal and written communication, customer contact, and problem-resolution skills
- Ability to work independently, manage multiple priorities, exercise judgment, and solve unusual problems
- Availability for regular callback support, including occasional evenings and weekends
- Dependable personal transportation
- Ability to perform work-related travel
- Ability to lift up to 50 pounds occasionally and perform bending, kneeling, twisting, and fine hand manipulation
- At least 10 years of experience installing and supporting sophisticated information systems, preferably in healthcare
- Alcatel-Lucent ALCFE, Cisco Network and Collaboration, or Sonus certification
- Experience in a healthcare environment using client-server technologies
What We Do
Advocate Aurora Health is the 11th largest not-for-profit, integrated health system in the United States. As a leading employer in the Midwest, Advocate Aurora Health employs more than 75,000 individuals including more than 22,000 nurses. Advocate Aurora is engaged in hundreds of clinical trials and research studies, and is nationally recognized for its expertise in cardiology, neurosciences, oncology and pediatrics. The organization contributed nearly $2.2 billion in charitable care and services to its communities in 2019.
