Job Summary The Unified Communications (UC) Analyst is responsible for the operations and support of all Unified Communications-related technologies. This position is responsible for supporting hardware and software components for cloud and on-premise Unified Communication Solutions following company standards. Fast-paced, multi-priority environment, and team members will face new challenges daily. Typical Duties Perform daily operations, administration, and support for all Unified Communications technologies, including but not limited to Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Instant Messaging & Presence, Jabber, Nice CXOne Contact Center platform, Cisco Emergency Responder (E-911), Smart Boards, conferencing and meeting room solutions, Cisco Expressway, e-Fax / RightFax, IVR, paging solutions, voice gateways, and Cisco CUBE. Respond to system alerts and alarms and perform proactive health checks to ensure UC systems remain operational and potential issues are identified before they result in service disruption. Manage mobile services, including ordering, provisioning, activation, deactivation, troubleshooting, maintenance, inventory tracking, billing review, documentation, and coordination with wireless carriers and internal departments. Support conferencing and meeting room technologies, including Smart Boards, video conferencing systems, room audio/video equipment, microphones, speakers, displays, cameras, touch panels, collaboration devices, and related meeting room integrations. Perform Moves, Adds, Changes, and Deletes/Disconnects (MACD) for UC services in support of new site deployments, department moves, construction projects, clinic expansions, and technology refresh initiatives involving phones, voice gateways, paging, conferencing, mobile services, call routing, IVR, and related UC infrastructure. Support emergency communications and E-911 services, including Cisco Emergency Responder, RedSky, location information, testing coordination, documentation, and compliance-related activities. Meet with end-users and business teams to understand Unified Communications needs, gather requirements, and recommend appropriate voice, mobility, conferencing, and collaboration solutions. Create, update, monitor, and resolve tickets by managing the ticketing system, team emails, chat channels, and other assigned support queues. Comply with department Service Level Agreements. Troubleshoot UC service issues and implement practical, effective solutions and workarounds when systems are down or degraded to restore service as quickly as possible. Create and maintain documentation, including policies, procedures, inventories, support guides, diagrams, and operational runbooks. Maintain flexibility with on-site schedules, after-hours support, maintenance windows, and on-call rotation as required. Assist with UC system upgrades, patches, firmware updates, certificate renewals, hardware refreshes, migrations, testing, and post-implementation support. Collaborate with Network, Security, Server, Facilities, low-voltage electricians, high-voltage electricians, and vendors to install, operate, maintain, and repair equipment such as servers, phones, voice gateways, CUBEs, Smart Boards, conference room devices, paging equipment, and related UC infrastructure. Engage external vendors as needed to initiate new work orders, service requests, incident escalations, hardware replacements, and carrier support cases. Coordinate resolution efforts with internal teams, vendors, and service providers to maintain high availability of UC, voice, mobility, conferencing, and collaboration services. Ensure compliance with industry standards, security requirements, and approved technical designs. Participate in change management activities, including planning, risk assessment, testing, implementation, validation, rollback planning, and communication for UC-related changes. Monitor, maintain, and optimize UC system performance, capacity, availability, and reliability using available monitoring, reporting, and diagnostic tools. Assist with disaster recovery, backup validation, business continuity planning, and high-availability support for UC platforms and related infrastructure. Provide technical guidance and knowledge transfer to team members, support teams, and end-users as needed. Document assigned projects and significant operational activities and provide timely status updates to management. Minimum Qualifications Associate’s degree in computer science, Information Technology, Telecommunications, or a related field; or the equivalent of professional work experience. Sound knowledge of Unified Communications including, but not limited to, Cisco Unified Communications Manager, Unity Connection, Jabber, Cisco Emergency Responder, Cisco Expressway, voice gateways, and related collaboration platforms Sound knowledge of VoIP and networking protocols such as SIP, MGCP, SCCP, RTP, and SRTP. Sound understanding of call flows, end point registration process and call trees. Understanding of IVR and call center platform like Nice CXOne, UCCX, and paging systems. Understanding of network switching and routing as related to Unified Communications, voice VLANs, PoE, QoS, DHCP, DNS, TCP/IP and endpoint connectivity. Demonstrated ability to learn new technologies quickly and apply technical concepts in a practical support environment. Demonstrated flexibility, organization, responsibility, and self-motivation. Strong willingness to work in a team environment with other engineers, contribute to shared goals, and remain teachable and receptive to feedback, mentoring, and knowledge transfer. Exposure to Linux and Windows Server Operating System Familiarity with Active Directory and ticketing system usage. Knowledge of mobile device support, cellular service management, wireless carrier coordination, and mobile device troubleshooting. Conceptual understanding of conferencing, collaboration, Smart Board, and meeting room technologies. Preferred Qualifications Bachelor’s degree in computer science information technology, Telecommunications, or a related field; or the equivalent of professional work experience Ticketing system tools experience – (Fresh Service, ServiceNow, Service Manager) VMware or hyper V experience preferred Ticketing system tools experience, including Fresh service, ServiceNow, or Service Manager. Cisco 350-801 CLCOR Certification Three (3) years of technical and functional support experience in an extensive healthcare system with multiple hospitals and ambulatory clinics. Experience supporting enterprise mobile device programs, wireless carrier accounts, cellular inventory, device lifecycle management, and mobile service billing. Experience supporting enterprise conferencing, video collaboration, Smart Boards, meeting room systems, and integrated audio/video solutions. CCNA certification Knowledge, Skills, Abilities and Other Characteristics Analytical Troubleshooting skills with Cisco Voice issues Robust analysis and problem-solving skills A sense of urgency and ability to work under pressure. Ability to handle tickets promptly. Excellent written and oral communication skills and the ability to interact positively with team members, end-users, and vendors professionally face-to-face, on the telephone, and in writing Strong interpersonal and organizational skills, including meeting deadlines, working in a team environment, achieving key performance metrics, and following written policies and procedures. Must be able to remain calm in a stressful environment and work overtime if needed. Must have excellent time management skills and should be able to set priorities when handling multiple user issues. Completes work within the authorized time. Enthusiasm, a passion for teamwork, and a “can do” attitude. Support hospital mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality statements, corporate compliance plan, customer service standards, and the code of ethical behavior.
