Sr UC Analyst

Brown University Health; Providence (RI); On-site; USD 71,000 - 117,000; Full time

Job summary

Brown University Health is seeking a senior analyst to lead the build, deployment, and operational management of enterprise unified communications infrastructure, voice services, and contact center technologies. The role provides on-site field support across the enterprise and remote sites wherever needed.

You will mentor junior staff, coordinate projects, and ensure adherence to standards, with travel to Lifespan locations as required.

Qualifications

• Bachelor’s degree in Computer Science, Electrical Engineering, IS, or related field preferred.
• Current certification in Cisco Voice (CCENT, CCT) and other relevant technologies a plus.
• Solid understanding of telephony, TDM, VOIP, voice gateways IP, network technologies and protocols.
• Experience: 6 years increasingly responsible related work experience in telephony voice systems, including at least four years of VOIP and unified communications systems.

Responsibilities

• Build and deploy enterprise unified communications infrastructure, systems and endpoints.
• Provision unified communications services.
• Provision traditional analog services and VOIP services.
• Provide end user telephony support.
• Perform moves, adds and changes.
• Configure, install and troubleshoot VOIP and analog phone sets.
• Create and configure voice mailbox.
• Support Call Center telephony infrastructure and services.
• Coordinates and participates in delivery of services.
• Support advanced provisioning and service deliveries.
• Adheres to established design & configuration standards.
• Provide support for assigned projects.
• Collaborate with staff on assigned projects.
• Meet established schedules and timelines.
• Ensure implemented solution meets project deliverables and adheres to defined standards and best practices.
• Maintain project documentation.
• Provides operational support for the enterprise unified communications infrastructure and related technologies.
• Support maintenance activities.
• Performs proactive monitoring of the infrastructure and systems.
• Maintain infrastructure support documentation.
• Maintain hardware inventories of telecommunications equipment and assets.
• Create and maintain telecommunication documentation.
• Build knowledge and technical skill with supported systems.
• Provides off-hours on call coverage (potentially including weekends and holidays) as required.
• Ability to travel to Lifespan locations required.
• Mentors junior staff and provides training to staff members of the team.
• Performs other duties as assigned.

Skills

Telephony systems

VOIP technologies

Networking fundamentals

Cisco Voice CCENT/CCT

Education

Bachelor’s degree in Computer Science / Electrical Engineering / IS

Job description

SUMMARY: Under the direction of the Manager of IS Infrastructure and general supervision of lead staff, the incumbent is a senior technical resource involved in the build, deployment, and operational management of the enterprise unified communications infrastructure, systems and endpoints within Brown University Health. This senior analyst role is actively involved in the support of Brown University Health’s unified communications infrastructure and systems providing voice services (IP telephony, analog, and voicemail services), unified communications applications, and customer contact center technologies and solutions. This role provides on-site field support to include operational support and project implementation services across the enterprise and remote sites. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate RESPONSIBILITIES:

RESPONSIBILITIES

• Build and deploy enterprise unified communications infrastructure, systems and endpoints.
• Provision unified communications services.
• Provision traditional analog services and VOIP services.
• Provide end user telephony support.
• Perform moves, adds and changes.
• Configure, install and troubleshoot VOIP and analog phone sets.
• Create and configure voice mailbox.
• Support Call Center telephony infrastructure and services.
• Coordinates and participates in delivery of services.
• Support advanced provisioning and service deliveries.
• Adheres to established design &configuration standards.
• Provide support for assigned projects.
• Collaborate with staff on assigned projects.
• Meet established schedules and timelines.
• Ensure implemented solution meets project deliverables and adheres to defined standards and best practices.
• Maintain project documentation.
• Provides operational support for the enterprise unified communications infrastructure and related technologies.
• Support maintenance activities.
• Performs proactive monitoring of the infrastructure and systems.
• Maintain infrastructure support documentation.
• Maintain hardware inventories of telecommunications equipment and assets.
• Create and maintain telecommunication documentation.
• Build knowledge and technical skill with supported systems.
• Provides off- hours on call coverage (potentially including weekends and holidays) as required.
• Ability to travel to Lifespan locations required.
• Mentors junior staff and provides training to staff members of the team.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• Equivalent to a Bachelor’s degree in Computer Science, Electrical Engineering, IS, or related field preferred.
• Current certification in Cisco Voice (CCENT, CCT) and other relevant technologies a plus.
• Must have solid understanding of telephony, TDM, VOIP, voice gateways IP, network technologies and protocols.
• A combination of related certification and experience may substitute for a degree.
• Experience: 6 years increasingly responsible related work experience in telephony voice systems including at least four years of related experience with VOIP and unified communications systems.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Duties are performed in a typical office environment, requiring extended periods of sitting, walking, and/or standing. It may also require lifting and moving equipment up to 50 lbs.

INDEPENDENT ACTION

Employee functions independently within department policies and practices; generally refers specific problems to management or lead staff members where clarification of departmental policies may be required.

SUPERVISORY RESPONSIBILITY

None.

Pay Range

$34.20-$56.42

EEO Statement

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location

Corporate Headquarters - 15 LaSalle Square Providence, Rhode Island 02903

Work Type

8:30am - 5:0pm

Work Shift

Day

Daily Hours

8 hours

Driving Required

Yes