Cisco Telephony Engineer - Onsite

ThedaCare; United States; On-site; USD 90,000 - 115,000; Full time

Job summary

ThedaCare is seeking a Systems Engineer II to manage, monitor, and optimize enterprise voice and contact center platforms. You will be hands-on with telephony configurations, incident response, and lifecycle support across on-prem and cloud environments.

Responsibilities include design and maintenance of call routing, redundancy, and documentation, with a focus on reliability and performance. This role is based in Appleton, WI and requires 40 hours weekly.

Qualifications

• Bachelor’s degree in computer science.
• Five years of experience in information technology.
• Three years of experience in infrastructure disciplines.
• Advanced knowledge of desktop, server, and communications equipment operating systems.

Responsibilities

• Define and manage operating system policies and procedures, and lead systems planning.
• Analyze system operations and make recommendations for greater efficiency.
• Formulates/defines specifications for complex operating software.
• Designs and implements customization of system environment to meet client needs and improve performance.
• Work with system vendors to identify and correct hardware and software problems of the highest level.
• Ensure integrity, accuracy, access, and security of all system hardware and operating system.
• Contribute to the disaster recovery plan.

Skills

Desktop OS

Server OS

Networking

Education

Bachelor's degree in computer science

Tools

Cisco Call Manager

Unity Connection

UCCX

Genesys Cloud

Job description

Why ThedaCare?

Living A Life Inspired! Our new vision at ThedaCare is bold, ambitious, and ignited by a shared passion to provide outstanding care. We are inspired to reinvent health care by becoming a proactive partner in health, enriching the lives of all and creating value in everything we do. Each of us are called to take action in delivering higher standards of care, lower costs and a healthier future for our patients, our families, our communities and our world. At ThedaCare, our team members are empowered to be the catalyst of change through our values of compassion, excellence, leadership, innovation, and agility. A career means much more than excellent compensation and benefits. Our team members are supported by continued opportunities for learning and development, accessible and transparent leadership, and a commitment to work/life balance. If you’re interested in joining a health care system that is changing the face of care and well‑being in our community, we encourage you to explore a future with ThedaCare.

Benefits, with a whole-person approach to wellness – Lifestyle Engagement e.g. health coaches, relaxation rooms, health focused apps (Wonder, Ripple), mental health support Access & Affordability e.g. minimal or zero copays, team member cost sharing premiums, daycare.

About ThedaCare!

Summary : The Systems Engineer II completes system installation and management, system monitoring and performance tuning, diagnostics and troubleshooting, user support coordination, backup and storage management, data center maintenance, and other related tasks.

Job Description: Summary The Telecommunications Systems Engineer is a hands‑on technical specialist responsible for the daily operation, optimization, and reliability of enterprise voice and contact center platforms. This role emphasizes system configuration, call quality assurance, incident response, and lifecycle support across on‑prem and cloud telephony environments.

Core responsibilities include telephony operations and lifecycle management (Cisco Call Manager, Unity Connection, UCCX, CUBE, Genesys Cloud); call quality monitoring and advanced troubleshooting (Wireshark, RTMT, QoS metrics, SIP analysis); system design and configuration (dial plans, call routing, contact center flows, redundancy); incident response and root cause analysis; vendor and carrier coordination; accurate documentation and change management; and participation in after‑hours on‑call support.

Key Accountabilities:

1. Defines, implements and manages operating system policies and procedures, and leads systems planning.
2. Compiles and analyzes system operations and makes recommendations for greater efficiency.
3. Formulates/defines specifications for complex operating software.
4. Designs and implements customization of system environment to meet client needs and improve the overall performance of the system.
5. Works with system vendors to identify and correct hardware and software problems of the highest level.
6. Ensures integrity, accuracy, access, and security of all system hardware and operating system.
7. Serves as a key contributor in the creation and design of the disaster recovery plan.

Qualifications:

• Bachelor’s degree in computer science
• Five years of experience in information technology
• Three years of experience in infrastructure disciplines
• Advanced knowledge of desktop, server, and communications equipment operating systems

Physical Demands:

• Ability to move freely (standing, stooping, walking, bending, pushing, and pulling) and lift up to a maximum of fifty (50) pounds without assistance
• Job classification is not exposed to blood borne pathogens (blood or bodily fluids) while performing job duties

Work Environment:

• Normally works in climate controlled office environment
• Frequent sitting with movement throughout office space
• Use of computers throughout the work day
• Frequent use of keyboard with repetitive motion of hands, wrists, and fingers

Scheduled Weekly Hours: 40

Scheduled FTE: 1

Location: Corporate - 222 Building - Appleton,Wisconsin

Overtime Exempt: Yes

Worker Shift Details: Days

About ThedaCare

ThedaCare is a community health system consisting of seven hospitals, numerous clinics and related services. We are the third largest health care employer in Wisconsin and the largest employer in the state's second largest economic market - Northeast Wisconsin - with approximately 6,800 employees. Through our 100-year history, ThedaCare has woven itself into the very fabric of the communities we serve. For our employees, ThedaCare offers an environment that not only welcomes but also encourages innovative thinking and fresh approaches to today’s health care challenges. We’ve improved the health of thousands of individuals. We know this because we track our quality and constantly seek to improve our care and services for the members of our communities. This job posting is available in other languages besides English free of charge.

ThedaCare is an Equal Opportunity Employer. ThedaCare complies with applicable Federal civil rights laws and does not discriminate on the basis of race, ancestry, color, religion, sex, gender identity, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status or any other basis protected by law.