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Telecom Engineer
Ref No.: 18-08410
Location: Denver, Colorado
Start Date: 07/11/2018
Job Title: Telecom Engineer
Location: Denver CO
Duration: 6 Months

Provides telecom technical support to the Rocky Mountain Poison and Drug Center (RMPDC) contact center environment. This role will be responsible for the maintenance and support of the RMPDC VoIP, including the service offerings to integrate voice, video and data. Sustains scalable VoIP and network solutions for all call center environments including: Cisco VoIP Tier 2 support of CUCM, CUC, UCCE, and Verint call recording. Performs maintenance tasks associated with VoIP equipment and provides user moves, adds, and deletions. Responsibilities include troubleshooting software and/or hardware problems for VoIP, onsite and remote agent call and call recording troubleshooting, and interacting with other RMPDC and Denver Health technical teams, users, as well as 3rd party vendors.

Knowledge of Contact Center in a UCCE environment, Configuration and support including ICM contact center using Finesse, directory number configuration, CUIC report maintenance, Finesse troubleshooting is a plus.

Essential Duties and Responsibilities
  • Maintains the integrity and reliability of the voice network environment.
  • Maintains the RMPDC voice network and related sub-networking environments to ensure a continuous, smooth, and seamless operation.
  • Assists in the design, implementation, and documentation the RMPDC voice network and cable plant environments.
  • Maintains all specialized PCs related to the voice network and ensures critical backups to systems take place as scheduled. Performs troubleshooting, diagnosis, and repairs/fixes for voice hardware and software related problems and solutions.
  • Assists in the design, implementation, and documentation the RMPDC voice network, stations/directory, and cable plant environments.
  • Performs administration functions, technical support, and cabling if needed.
  • Adheres to security guidelines and implement security policies as outlined by DHHA and RMPDC management.
  • Assists senior Telecommunication team in the design and implementation of an overall voice network security strategy.
  • Provides network, PBX, and/or cabling administration and voice cable moves, adds, changes and installations when needed.
  • Implements disaster recovery recommendations, planning and testing.
  • Provides timely voice systems and network documentation and reporting (periodic and adhoc).
  • Supports and upholds established hospital and departmental policies, procedures, objective, quality improvement, safety, environmental, and infection control, and codes.
  • Other duties as assigned.

Minimum Qualifications
Education and Experience
  • Associates Degree in MIS or equivalent technical field desired, or equivalent training in the area of Telecommunications and Cisco Unified Communications and UCCE environment.
  • Technical training supplemented with continuing education courses/seminars and certifications. Certificates of Networking or PC software/hardware education.
  • Two years of technical experience in VoIP and LAN/WAN infrastructure management. Without a technical degree, two years of technical experience in VoIP and LAN/WAN infrastructure management with a minimum of one year of Health Care Industry experience.
  • Two years call center experience required.
  • A minimum of 1 year of Health Care Industry environment experience desired. Proven experience in dealing with carriers, equipment vendors, and cost management.
  • Proficiency in Microsoft Word, Excel, Word, Access, Project, and Visio required.

Knowledge, Skills and Abilities
  • Strong verbal and written communication skills, with ability to clearly explain concepts and problems to employees and clients in non-technical terms

Computers and Technology
Knowledge of Cisco Communications Manager, Cisco Unity Connection, Cisco UCCE(includes scripting), Cisco Emergency Responder, Microsoft Lync, MGCP, SIP, H.323, T.38 Faxing Protocol, Voice and Data Circuit Provisioning/Troubleshooting, Analog Technologies, Video Conferencing, Virtualization, Cisco UCS, Active Directory, Network Concepts, DHCP server/client, DNS, VLANs, Switching, Routing, VPN, Firewall, VoIP, Wireless, Cisco IOS, Data Center, Network Management Software. UCCE experience is a plus.

Certificates, Licenses and Registration
1. CCNA Collaboration preferred