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Lead Service Engineer

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

Overview:
Providence Information Services is seeking a Senior Telecommunications Engineer  to design and support an enterprise Cisco VOIP Based telecommunications systems. The candidate should have strong expertise in Cisco voice migrations, deployment & supporting voice infrastructure. The candidate will be part of a team of 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 Deisgn thinking, ability to interpret complex issues,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.

Key Responsibilities:

  • Telecom Design & Standards:
    • Develop and maintain telecom standards, procedures, and performance requirements for enterprise environments.
    • Ensure compliance with regulatory and security requirements during migrations and deployments.
  • Troubleshooting & Support:
    • Perform advanced troubleshooting for voice infrastructure issues during and after migrations.
    • Collaborate with cross-functional teams to resolve complex technical challenges quickly.
  • Migration & Deployment Expertise:
    • Lead large-scale Cisco phone provisioning projects, including bulk deployments and configuration(BAT).
    • Design and implement site-specific telecom solutions, ensuring seamless integration with enterprise standards.
    • Configure and optimise Cisco Call Handlers and voicemail systems for new and migrated environments.
    • Execute end-to-end migration plans, including cutover strategies, validation, and post-deployment support.
  • Documentation & Process Improvement:
    • Create detailed documentation for provisioning, migration workflows, and configuration standards.
    • Identify opportunities for automation and process optimisation in deployment activities.
  • Collaboration & Customer Service:
    • Partner with business leaders and stakeholders to align migration strategies with organisational goals.
    • Provide exceptional customer service and maintain a professional, collaborative approach.
  • Monitoring and Optimization:
    • Spearhead monitoring, diagnosing, and optimizing network systems.
    • Prepare detailed management documentation outlining root causes, performance issues, and resolution strategies.
  • Change Control & Incident and Request Management:
    • Ensure adherence to change management policies for thorough documentation and compliance.
    • Maintain alignment with organizational requirements for incident management, including SLA and SLT compliance.

  • Automation & Continuous Improvement

    • Demonstrate an automation-first mindset by identifying opportunities to simplify, standardise, and streamline telecom provisioning, migration, and operational processes.
    • Leverage available tools, platforms, and emerging technologies to improve efficiency, reduce manual effort, and minimise operational risk
    • Continuously evaluate workflows and recommend innovative approaches that enhance service quality, deployment speed, and operational excellence.

Required Qualifications:

  • Experience:
    • Minimum 7+ years supporting enterprise Cisco voice platforms.
    • Proven track record in large-scale migrations and deployments of Cisco VoIP systems is a must
  • Technical Skills:
    • Expertise in Cisco platforms: CUCM, Unity, CUBE, Emergency Responder.
    • Strong knowledge of bulk provisioning tools, RTMT, and troubleshooting critical CUCM services.
    • Familiarity with Cisco Call Handlers, voicemail configuration, and dial plan design.
    • Experience with Oracle SBCs, MS Teams Direct Routing, Avaya, Genesys will be an added advantage.
  • Certifications:
    • Cisco certifications such as CCNP Collaboration or equivalent preferred.
  • Soft Skills:
    • Excellent communication and documentation skills.
    • Ability to manage multiple priorities in a fast-paced environment.
    • Strong problem-solving and critical thinking abilities.

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.

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