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Senior UC Endpoint Support Specialist

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

Profile Background

The Enterprise Voice Engineer (Associate) will assist supporting mission critical voice infrastructure systems. Technologies utilized by the Enterprise Voice Engineer Associate include: Cisco Call Manager, Cisco Unity, Cisco Contact Center Express, Cisco CUBE, Cisco Emergency Responder and Call Accounting systems. The position also requires demonstrated competence in VOIP, Mobility, Wireless, Route/Switch technologies, network troubleshooting tools, and Active Directory.

What will you be responsible for?

  • Voice Infrastructure Support –
    • Assist in the deployment and basic support of voice infrastructure processes and reports
    • Assist in the upgrade of voice routers, analog gateways and Cisco Unified Communication servers.
    • Investigate basic functionality issues related to voice application data, security and system configurations under supervision wherever necessary.
    • Work with technical application teams in the review, analysis and resolution to application related performance issues.
  • Voice Administration –
    • Participate in tasks associated with voice administration, such as the installation and configuration of voice infrastructure, the deployment of backup and recovery processes for voice network, and the implementation of maintenance processes ensuring stability and performance of systems. 
    • Few of the tools associated network administration includes Cisco RTMT, SolarWinds, Wireshark etc.
  • Disaster Recovery - Assist the organization in the performing of scheduled Disaster Recovery tests for designated mission critical voice systems.
  • Monitoring and Optimization - Participate in the monitoring, optimization and diagnosis of currently deployed network systems.  Provide the appropriate documentation to management, detailing the root cause analysis of outages, performance concerns, and propose resolution and optimization options.
  • Technical System Support – Collaborate with the Enterprise Voice Engineer Team Lead to implement, configure, and support the Enterprise Voice Infrastructure.
  • Change Control - Adhere and follow all change management policies to ensure that the work is documented and meets the organizational requirements. 
  • Incident and Request Management –As with the change management requirements, all incidents and requests should adhere to the organizational requirements including SLA and SLT requirements.

Who are we looking for?

  • Minimum of 1-3 years in the support of an enterprise voice platform in a 24x7 environment.
  • Skilled in Cisco platforms such as Cisco Call Manager, Cisco Unity, Cisco Contact Center Express, Cisco CUBE and Cisco Emergency Responder.
  • This would also include VOIP, Mobility, Wireless, Call Accounting systems, Voice recording systems and Wallboard systems.
  • Proven skills in configuration of voice architecture with cross-functional application, business, technical teams and third-party vendors.
  • Collaborate with others to help a team or work group achieve its goals. 
  • Excellent verbal and written communications skills including active listening.

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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