Associate Voice Engineer

University of Iowa; Iowa City (IA); On-site; USD 65,000 - 90,000; Full time

Job summary

The University of Iowa Health Care, HCIS, seeks an Associate Voice Engineer to provide tier-one support for enterprise VoIP systems. You will troubleshoot telephony issues, install Avaya SIP phones, and manage MACD requests across hospital and clinic locations, on-site at the HSSB building in Coralville, IA.

You will participate in Avaya OneCloud migrations, document resolutions, and coordinate with Voice Engineering while adhering to HIPAA requirements in a 24/7 healthcare environment.

Qualifications

• Bachelor’s degree in a related field.
• Experience with VoIP, telephony hardware, and call routing.
• On-site field support across hospital and clinic locations.

Responsibilities

• Provide tier-1 technical support for voice systems and peripherals.
• Install, configure, and deploy Avaya SIP phones.
• Perform MACD requests and participate in Avaya OneCloud migrations.
• Troubleshoot call quality, network, and carrier connectivity.
• Document resolutions and escalate to Tier 2 when needed.

Skills

VoIP

Troubleshooting

Customer support

On-site

Education

Bachelor’s degree

Tools

Avaya OneCloud

Job description

Position Summary

The University of Iowa Health Care, Department of Health Care Information Services (HCIS), seeks an Associate Voice Engineer to provide tier-one technical support for enterprise voice communication systems. In this role, you will troubleshoot complex telephony issues, including phone hardware and client software problems, call quality degradation, carrier connectivity, headset compatibility, driver and firmware updates, network port troubleshooting, and call flow routing. You will gather customer requirements to architect voice solutions and resolve technical issues across the full spectrum of VoIP infrastructure.

The Associate Voice Engineer will also participate in migrating services to Avaya OneCloud, providing ongoing technical support, and handling all moves/adds/changes/deletions (MACD) for voice platforms. This position requires hands‑on, on‑site support across multiple hospital and clinic locations, including physical installation work and participation in on‑call rotation for after‑hours emergency support. You will work collaboratively with the Voice Engineering team (tier 2 support) and other IT departments to deliver critical communication services in a 24/7 healthcare environment. This position requires work to be performed on‑site at the HSSB building located at 3281 Ridgeway Drive, Coralville, IA. This is not a desktop support or network engineering position but centers on telephony/VoIP technical support. Physical requirements include the ability to lift equipment and access equipment in various locations, including under desks and in ceiling spaces.

Position Responsibilities

• Technical Troubleshooting and Support
• Provide tier 1 technical support for voice communication systems, resolving issues with phone hardware, client software, headsets, and peripherals.
• Diagnose and resolve call quality issues, including jitter, latency, packet loss, and echo.
• Troubleshoot call flow routing, hunt group configurations, and phone registration problems
• Investigate carrier connectivity issues and coordinate resolution with vendors.
• Update and troubleshoot device drivers, firmware, and network port configurations.
• Document issue resolutions and root causes in the ticketing system with appropriate technical detail
• Escalate complex issues to Voice Engineering (tier 2) with comprehensive diagnostic information.
• Monitor and resolve assigned tickets in accordance with SLA and priority guidelines.
• Participate in on‑call rotation to provide after‑hours emergency support for critical voice system issues.
• Implementation and Maintenance
• Install, configure, and deploy Avaya SIP phones and associated telephony hardware.
• Perform device provisioning, testing, and validation during deployment phases.
• Execute moves/adds/changes/deletions (MACD) requests for voice services.
• Participate in Avaya OneCloud migration activities, including data collection, cut‑sheet preparation, and go‑live support.
• Maintain an accurate inventory of voice equipment and proactively communicate supply needs.
• Travel between hospital and clinic locations to provide on‑site support
• Adhere to infection control protocols and HIPAA requirements in clinical environments.
• Perform physical installation tasks, including lifting equipment to 50 lbs, crawling under desks, and accessing ceiling‑mounted infrastructure.
• Customer Consultation and Requirements Gathering
• Gather and analyze customer requirements for voice solutions
• Translate business needs into technical specifications for voice services
• Serve as primary liaison between end users and Voice Engineering team
• Provide recommendations for appropriate voice features and configurations
• Communicate project status and technical information to stakeholders in non‑technical terms
• Coordinate with other IT departments (networking, clinical systems) for integrated solutions
• Documentation and Knowledge Management
• Create and maintain knowledge base articles for standard troubleshooting procedures
• Document standard operating procedures for the VSS team processes
• Develop quick reference guides and training materials for end users
• Maintain technical documentation for voice system configurations and workflows
• Contribute to runbook documentation for incident response procedures
• Project Support and Service Management
• Participate in weekly team meetings and migration planning sessions
• Support cut‑sheet reviews and implementation planning
• Track and report progress on assigned migration phases
• Identify and communicate potential issues affecting project timelines
• Maintain the service request queue and ensure timely resolution
• Contribute to the continuous improvement of team processes and procedures
• Team Collaboration
• Participate in developing team standards, procedures, and best practices
• May guide student employees or new team members
• Support knowledge transfer and cross‑training initiatives within the team
• Collaborate with Voice Engineering on escalated issues and root cause analysis
• Contribute to tabletop exercises and incident response training

Health Care Information Services (HCIS) provides and supports information and communication systems and technology that facilitate quality patient care, progressive medical education, and innovative research. HCIS services Iowa Health Care by delivering comprehensive, high‑level support for patient care delivery, internal and external communication, technology innovation, medical education, and research—creating and maintaining a positive, productive, and rewarding environment for information technology and communication staff.

Pay Grade

Pay Grade: 3B https://hr.uiowa.edu/pay/professional-and-scientific-compensation/professional-and-scientific-job-classifications-pay#accordion-item-15011-0

Percent of Time

100%

Location

Onsite 3281 Ridgeway Dr, Coralville, IA 52241

Staff Type

Professional & Scientific

Type of Position

Regular

Education Required

Bachelor’s