Integrated Communications Services Engineer II

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

Job summary

Greater Baltimore Medical Center (GBMC) in Towson, MD seeks an experienced Enterprise Communications Administrator to manage PBX and related applications. The role includes designing, validating and implementing changes to optimize end-user workflows within a healthcare setting.

The candidate should have 3-5 years' progressive experience with enterprise-wide communications systems, with a focus on team collaboration and independent project work.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• 3-5 years' progressive related work experience with enterprise wide communications systems, preferably within a Healthcare setting.
• Experience with enterprise voice mail, call center, reporting and end user hardware is a plus.

Responsibilities

• Performs daily administration of PBX and related applications; designs/validates changes to improve end-user workflow.
• Assist in design/implementation of enterprise communication systems including voicemail, call center, reporting, and end-user hardware.
• Analyze metrics to improve operations and manage application or device user groups.
• Provide end-user training and document system configurations for admins and users.
• Troubleshoot and resolve advanced issues with enterprise communications applications.
• Develop and test plans for changes, including root cause analysis and retesting.
• Coordinate with outside vendors and act as liaison between vendors and hospital end users.

Skills

Enterprise comm systems

Device moves/adds/changes

Smartphones & tablets

MDM security policies

Teamwork & independence

ACD call center

Test & document processes

Test circuits & alarms

Troubleshoot outages

Backups monitoring

Education

Bachelor's degree

Tools

Openscape 4000

Openscape Xpressions

Openscape Contact Center

IP/SIP phones

Job description

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.

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.

• Meets and/or exceeds customer expectations
• Actively pursues learning and self-development
• Pays attention to detail; follows through

Accountability

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 time

Teamwork

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 others

Ethical 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/coworkers

Results

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 - $105,323.51

Final 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.