Title:  Unified Communications Engineer Job

Summary

From a staff position, and under general supervision, functions as a member of various multi-disciplinary teams or with assignments in complex Clinical and Business Information Technologies.  Designs, develops, enhances, and tests complex Telecommunications systems using various tools in support of business and clinical operations.  Responsible for identifying and coordinating new solutions, upgrades and implementations, as well as, providing support and maintenance in the areas of: Unified Clinical Collaboration Platforms, Avaya Telephony, Cisco Telephony (CUCM) and Cisco Contact Center (UCCE). Accountable for documenting existing and evaluating new contact center and multi-channel technologies and developing departmental standards & practices. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Education/Experience/Licensure

Knowledge/Skills/Abilities

• Demonstrates strong analytical skills.
• Demonstrates strategic, organization and advisory abilities.
• Demonstrated ability to exercise sound judgment.
• Demonstrated oral and written communication skills.
• Self-starter with the ability to work independently and in a collaborative team environment.
• Excellent interpersonal, problem solving and leadership skills to work with all levels of management within the organization and external customer, suppliers and vendors.
• Strong management and organizational skills as to independently handle conflicting priorities to meet organizational service levels and business requirements.
• Strong critical thinking skills to troubleshoot information systems problems and negotiate, coordinate and implement arrangements for repairs.

Key Job Responsibilities

• Assists in identifying and planning for current and future Customer requirements.  Recommends techniques, procedures, and applications to meet the Customers' needs.
• Ensures efficiency and logical soundness in assigned applications.  Validates functional operation and reliability of new and/or modified applications with thorough testing; obtains or develops valid test data and conducts testing as appropriate.
• Reviews, recommends and implements data security, integrity, backup and recovery procedures.
• Demonstrates continued growth in professional capabilities as applied to assignments through participation in formal and informal study sessions, and researching technical manuals and professional publications.    

Physical Requirements

• Subject to call back at all times. Must provide own transportation.  Ability to travel to any area of the organization, both local and remote as needed.
• Subject to standard office working conditions with intermittent exposure to noisy computer equipment.
• Required to sit for extended periods.
• Ability to understand complex verbal and written communications, and respond verbally or in writing as appropriate.  Typical mediums of communication include face-to-face dialog, telephone, memos, and electronic mail.
• Ability to interpret equipment status indicators to determine appropriate operating condition.  Indicators may include visual and/or auditory techniques or cues.
• Ability to read and understand technical manuals and other documentation to determine correct action, safety precautions, and other conditions of proper hardware and software operation.
• Ability to work varying hours due to the accessibility of individuals or equipment involved in different projects, the need to minimize system downtime or Customer interruption, or to recover from hardware or software failures.
• Will occasionally experience stressful working conditions due to tight project schedules and hardware or software problems.
• Ability to occasionally lift and/or move equipment up to 25 pounds without assistance.  Must occasionally lift and/or move equipment up to 40 pounds with assistance.
• Ability to occasionally crouch, kneel, bend and/or crawl to access, inspect, connect, position or perform other operations on equipment.  Some locations, such as Customer or equipment locations, may present very close quarters.
• Ability to occasionally use small hand tools and be able to manipulate small equipment components such as screws, nuts, or other fastening devices as usually found on computer equipment.
• Subject to regular periods of repetitive hand motion in the operation of computer terminals and other equipment.