Lead Service Engineer

Providence, Information Services organization is seeking a Senior Telecommunications Engineer to design and support an enterprise TDM and VoIP-Based telecommunications systems within a large health care environment. The candidate will be part of a team of senior Voice engineers responsible for all telecom designs and standards implemented across Providence. They will ensure the efficient and reliable operation of all telecom infrastructure and services while providing technical support and guidance to customers and other stakeholders. The position requires a strong technical background, including expertise in both legacy TDM and Cisco VoIP-based telecommunications technologies in a large enterprise environment. Success in the role requires excellent customer service, interpersonal communication, problem-solving, and critical thinking skills. It is also important the candidate possess the ability to work independently and as part of a team. The position requires the candidate performs all duties in a manner that promotes the Providence mission, values, and philosophy.

In this position you will have the following responsibilities:

• Partners with business leaders and other key stakeholders to ensure telecom services are meeting the needs of Providence critical voice infrastructure. Responsible for the delivery, evaluation, implementation, and continuous improvement of telecom services system wide. Provides critical technology infrastructure solutions and support to clinical and business functions within Providence Health System. Analyzes performance within network and telecom infrastructure, detecting operational problems to drive improvements to ensure optimal performance.

• Engage in complex troubleshooting including running maintenance and recovery tasks; interpreting alarms and errors in the logs; and performing maintenance to correct problems. Develops detailed documentation for the purposes of expediting problem identification and resolution.
• Assessing telecom requirements for a solution and suggesting recommendations aligned with the goals of the organization. Assists in development and maintenance of telecom standards, procedures, and performance requirements for the enterprise telecom environment. Performs other duties as assigned.
• Participates in key process improvements for all telecom environments throughout the organization. Coordinates telecom device configuration and management. Ensures that telecom and network devices comply with established policies, standards, licensing agreements, and configuration guidelines. Creates and maintains accurate technical and procedural documentation for support of voice and data systems.
• Partners with technical support staff to meet or exceed telecom service level goals by quickly resolving telecom related outages. Participate in on call duties as assigned.
• Ensures telecom designs and processes are in place to secure and protect the enterprise network. Establish telecom designs that comply with regulatory requirements. Provides input to policies, procedures, and technologies (including firewalls) to ensure enterprise network and telecommunications security. Implements network and telecom infrastructure equipment with the highest degree of security to protect the business and clinical information of the organization.
• Collaborates effectively and consistently with peer network Engineers and Architects. Assists in coordination of integrated systems integrity between users of Information Services and third-party software vendors or programmers. Participates in the development and adherence to project schedules.
• Stay current with technology and market demands by participating in educational opportunities, reading professional publications, maintaining professional social networks, and participation in professional organizations. Displays a professional attitude and demeanor when working with organizations external to the team, providing a positive attitude and customer centric approach. When required to travel for Providence, professionalism is displayed at all times.

Who are we looking for?

• Minimum of 7+ years in the support of an enterprise Global voice platform.
• Skilled in Cisco platforms such as Cisco Call Manager, Cisco Unity, Cisco Contact Center Express, Cisco CUBE and Cisco Emergency Responder.
• Technical Expertise: Good understanding of monitoring tools, including RTMT. Ability to work on complex issues such as CUCM critical service down, database replication, Core dumps, CPU pegging and more.
• Experience with Oracle SBCs, MS teams Direct Routing, Avaya or Nortel PBX systems will be a plus.
• Proven skills in configuration & troubleshooting of voice architecture with cross-functional application, business, technical teams and third-party systems.
• Certification: Cisco certifications such as CCNP, or equivalent are preferred.
• Team player: Collaborate with others to help a team or work group achieve its goals. 
• Communication: Excellent verbal and written communications skills including active listening.
• Adaptability: Ability to work in a fast-paced environment and willingness to manage multiple priorities, especially during off-hours.