Integrated Communications Services Engineer II

GBMC HealthCare; Baltimore (MD); On-site; USD 85,000 - 115,000; Full time

Job summary

GBMC HealthCare in Baltimore, MD is seeking an experienced Communications Systems Administrator to manage enterprise voice systems and PBX applications. You will oversee Openscape 4000, Openscape Xpressions, and related VOIP infrastructure, ensuring reliability and security across hospital operations.

The role requires 3–5 years in enterprise communications within healthcare, a Bachelor's degree or equivalent, and strong problem-solving skills in a team environment.

Qualifications

• Knowledge of large enterprise communication systems.
• Perform daily moves adds and changes of user communication devices.
• Good working knowledge of smartphones and tablets.
• Knowledge of MDM and mobile cyber security policies
• The ability to work in a team environment as well as independently on special projects.
• The ability to design, implement and troubleshoot ACD call center applications.
• The ability to test and document new processes and procedures.
• The ability to verify services by testing circuits, equipment, and identifying alarms.
• The ability to troubleshoot, report and repair outages.
• The ability to monitor and verify system back-ups.

Responsibilities

• Performs daily administration of PBX and associated applications. Design and validation of application changes to improve end user workflow
• Assists in the ongoing design and implementation of communication systems including but not limited to: enterprise voice mail, call center, reporting and end user hardware.
• Organizational optimization through process improvement including: Analysis of metrics to assist business units with problem resolution, and through managing application or device user groups.
• End user training for all relevant communication applications and hardware including the documentation of these system at both the administrative and end user level.
• Troubleshoots and resolves advanced technical issues with the associated enterprise communication application(s) in a timely and appropriate manner.
• Develop and use test plans for changes to communications system applications and platforms that includes root cause analysis, problem correction, retest, and documentation.
• Coordinate with outside vendors, act as liaison between vendors and hospital end users, provides support for all communications duties and issues.

Skills

Enterprise comms systems

Moves/Adds/Changes

Smartphones/tablets

MDM & mobile security

Teamwork

ACD call center design

Testing/documenting new processes

Troubleshooting outages

Backup monitoring

Education

Bachelor's degree or equivalent

Tools

Openscape 4000

Openscape Xpressions

Openscape Contact Center

IP/SIP phones

Job description

Licensures, Certifications

Openscape 4000, Openscape Xpressions, Openscape Contact Center, IP\SIP phones.

Under general supervision and according to established policies and procedures. Qualified applicants will be responsible for the day to day maintenance, and administration of all integrated enterprise communication systems. Applicants must have advanced knowledge of Openscape 4000, and Openscape Xpressions voice mail systems, Openscape Contact Center server V9, reporting and desktop application deployment. Be familiar with VoIP endpoints and SIP trunks. Good working knowledge of mobile devices, applications, deployment, asset tracking, and security desired.

Education

Bachelor's degree in related field or equivalent experience.

Experience

3-5 years’ progressive related work experience with enterprise wide communications systems, preferably within a Healthcare setting.

Skills

• Knowledge of large enterprise communication systems.
• Perform daily moves adds and changes of user communication devices.
• Good working knowledge of smartphones and tablets.
• Knowledge of MDM and mobile cyber security policies
• The ability to work in a team environment as well as independently on special projects.
• The ability to design, implement and troubleshoot ACD call center applications.
• The ability to test and document new processes and procedures.
• The ability to verify services by testing circuits, equipment, and identifying alarms.
• The ability to troubleshoot, report and repair outages.
• The ability to monitor and verify system back-ups.

Licensures, Certifications

Openscape 4000, Openscape Xpressions, Openscape Contact Center, IP\\SIP phones.

Principal Duties And Responsibilities

• Performs daily administration of PBX and associated applications. Design and validation of application changes to improve end user workflow
• Assists in the ongoing design and implementation of communication systems including but not limited to: enterprise voice mail, call center, reporting and end user hardware.
• Organizational optimization through process improvement including: Analysis of metrics to assist business units with problem resolution, and through managing application or device user groups.
• End user training for all relevant communication applications and hardware including the documentation of these system at both the administrative and end user level.
• Troubleshoots and resolves advanced technical issues with the associated enterprise communication application(s) in a timely and appropriate manner.
• Develop and use test plans for changes to communications system applications and platforms that includes root cause analysis, problem correction, retest, and documentation.
• Coordinate with outside vendors, act as liaison between vendors and hospital end users, provides support for all communications duties and issues.

All Roles Must Demonstrate GBMC Values

Respect

I will treat everyone with courtesy. I will foster a healing environment.

• Treats others with fairness, kindness, and respect for personal dignity and privacy
• Listens and responds appropriately to others’ needs, feelings, and capabilities
  
  

Excellence

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.