Job ID: NC-746065 (913090913)
Hybrid/Local Cisco Voice Engineer (CCNP/CCIE/ITIL) with CUCM, Unity Connection, Call Manager, SBCs, SIP trunking, QoS, contact center, support/maintenance/troubleshooting, backup, DR, training, PM, healthcare experience
Location: Raleigh, NC (NCDHHS)
Duration: 12 Months
Skills:
In-depth knowledge of Cisco Unified Communications Manager (CUCM), Unity Connection, and other Cisco voice products. Required 5 Years
Strong troubleshooting skills with a focus on root cause analysis and problem resolution. Required 5 Years
Excellent communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders. Required 5 Years
Project management skills, with the ability to manage multiple priorities and deadlines. Required 5 Years
Job Summary:
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.
Key Responsibilities:
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.
Qualifications:
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.
Preferred Qualifications:
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.
Working Conditions:
This position may require occasional after-hours work to support system upgrades, maintenance, or urgent issues.
Some travel may be required between facilities within the healthcare system.