Integrated Communications Services Engineer II

Boston Medical Center; Towson (MD); On-site; USD 61,955 - 105,323; Full time

Benefits offered by this job

Free parking

Onsite fitness center

Tuition reimbursement

Health, dental, vision

Job summary

GBMC HealthCare in Towson, MD, is seeking an Integrated Communications Services Engineer II to manage and optimize enterprise communications systems. Responsibilities include PBX administration, VOC and call center hardware/software, and end-user support across healthcare operations.

The role requires a bachelor’s degree or equivalent experience and 3–5 years of related work in healthcare, with strong Openscape expertise.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• 3-5 years’ progressive related work experience with enterprise-wide communications systems, healthcare setting preferred.
• 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.
• Ability to design, implement and troubleshoot ACD call center applications.
• Ability to test and document new processes and procedures.
• Ability to verify services by testing circuits, equipment, and identifying alarms.
• Ability to troubleshoot, report and repair outages.
• Ability to monitor and verify system back-ups.

Responsibilities

• Performs daily administration of PBX and associated applications.
• Designs and validates application changes to improve end-user workflow.
• Assists in ongoing design and implementation of communication systems including enterprise voicemail, call center, reporting, and end-user hardware.
• Optimizes organization processes through metric analysis to support business units.
• Provides end-user training and documents system procedures at admin and user levels.
• Troubleshoots and resolves advanced technical issues with enterprise communication applications.
• Develops and executes test plans for changes to communications systems.
• Coordinates with outside vendors and acts as liaison between vendors and hospital end users.

Skills

Teamwork

Analytical thinking

Problem solving

Communication

Education

Bachelor's degree in related field or equivalent experience

Tools

Openscape 4000

Openscape Xpressions

Openscape Contact Center

IP/SIP phones

MDM

Job description

## Integrated Communications Services Engineer IIApplylocations: South Chapman Buildingtime type: Full timeposted on: Posted Todayjob requisition id: JR107304Under 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 capabilitiesExcellence*I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.** Meets and/or exceeds customer expectations* Actively pursues learning and self-development* Pays attention to detail; follows throughAccountability*I will be professional in the way I act, look and speak. I will take ownership to solve problems.** Sets a positive, professional example for others* Takes ownership of problems and does what is needed to solve them* Appropriately plans and utilizes required resources for various job duties* Reports to work regularly and on timeTeamwork*I will be engaged and collaborative. I will keep people informed.** Works cooperatively and collaboratively with others for the success of the team* Addresses and resolves conflict in a positive way* Seeks out the ideas of others to reach the best solutions* Acknowledges and celebrates the contribution of othersEthical Behavior*I will always act with honesty and integrity. I will protect the patient.** Demonstrates honesty, integrity and good judgment* Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkersResults*I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.** Embraces change and improvement in the work environment* Continuously seeks to improve the quality of products/services* Displays flexibility in dealing with new situations or obstacles* Achieves results on time by focusing on priorities and manages time efficiently**Pay Range**$61,955.01 - $105,323.51Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.**Equal Employment Opportunity**GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.*Situated in scenic Towson, GBMC represents more than just a hospital; it's a legacy of over 60 years in premier healthcare. Our beautiful suburban campus is home to a facility with over 250 beds, 23,000 admissions, and 52,000 emergency room visits each year. GBMC is currently seeking talented, compassionate employees to support patients of the communities we serve. GBMC has also been named “best place to work!”**At GBMC Health Partners, we don't just provide comprehensive medical care – we build lasting relationships. When it comes to the care of our patients, for us, it's personal. Whether you’re a physician leading proactive health strategies, a nurse practitioner providing care, or a medical assistant ensuring seamless operations, your role here is pivotal.**At Gilchrist, we transcend traditional hospice care. Every individual's journey is unique, and we pride ourselves on being there, every step of the way. For over three decades, Gilchrist has stood as a pillar of compassion and dedication as Maryland's premier nonprofit provider for serious illness and end-of-life care. We are more than just a hospice; we are a life-affirming promise ensuring every moment is lived to its fullest.**Hospice of Washington County (HWC), situated in Hagerstown, MD, is the only licensed provider for hospice care within Washington County. Our team of committed professionals understands the importance of ensuring that every individual is able to LIVE their life to the fullest. The focus is on caring for the individual, not the cure. Hospice focuses on helping a person live; making the most of each minute, hour, day, week and month they may have during the final season of life. It is about allowing self-determined life closure; individuals remain the decisions makers of how they will spend their precious days, weeks, and months. Hospice focuses on quality of life, not quantity. We provide hospice care wherever the individual designates as their home. That can be in a private residence, nursing home, or assisted living facility. Hospice care is available to patients of any age, religion, race, or illness. Hospice care is covered under Medicare, Medicaid, most private insurance plans.***What We Offer:*** Competitive salary and generous paid time off* Free parking* Monthly MTA bus pass subsidy-85% paid by GBMC "if applicable"* Company subsidized onsite fitness and wellness center "if applicable"* Pre-paid tuition to pursue professional development, additional certifications, and degree programs* Comprehensive health, dental, and vision coverage* 401 (a) and 403 (b) retirement savings plan