Unified Communications Analyst II

Methodist Le Bonheur Healthcare; Memphis (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

Methodist Le Bonheur Healthcare in Memphis, TN is seeking a Telecommunications Support Specialist to design, test, and enhance unified communications solutions that support clinical and business operations. You will work under general supervision as part of multidisciplinary IT teams, supporting enterprise voice, collaboration, and contact center systems across hospital and clinic environments.

The role emphasizes hands-on Cisco UC technologies, end-user support in fast-paced healthcare

Qualifications

• Associate’s Degree in Computer Science or related IT field is required.
• 3+ years of telecommunications or VoIP support experience; 5 years can substitute for education.
• Hands-on experience with Cisco Unified Communications technologies.
• Familiarity with CUCM, Webex Calling, and Cisco Unity.
• Solid VoIP troubleshooting skills and SIP trunking concepts.
• Strong communication and commitment to service excellence in patient care environments.

Responsibilities

• Support Cisco Unified Communications systems across hospitals, clinics, and enterprise locations.
• Troubleshoot issues related to Cisco Call Manager, Cisco Unity, Webex Calling, VoIP, call routing, and related UC platforms.
• Maintain reliable voice and collaboration services across healthcare operations.
• Provide direct end-user technical support in hospital and clinic settings.
• Assist migrations from legacy telecom systems to Cisco Unified Communications platforms.
• Support users and locations during cutovers, upgrades, and post-migration stabilization.
• Work collaboratively with internal IT teams to resolve technical tickets and issues.
• Support contact center users and troubleshoot related call flow issues.
• Document issues, resolutions, and system changes accurately.
• Maintain a flexible, service-oriented approach in a fast-paced healthcare environment.
• Participate in an on-call rotation to support operational needs after hours and on weekends.

Skills

Cisco Unified Communications

VoIP troubleshooting

Communication skills

Education

Associate’s Degree in Computer Science or related IT field

Tools

CUCM

Webex Calling

Cisco Unity

SIP trunking

Job description

The Telecommunications Support Specialist assists with designing, testing, and enhancing unified communications solutions to support clinical and business operations while demonstrating our Mission, Vision, and Values. Operating under general supervision, you will function as a member of multi-disciplinary teams supporting complex Clinical and Business Information Technologies. It supports enterprise voice, collaboration, and contact center systems across hospital and clinic environments.

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One! For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South. Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living.

Position Summary

What You Will Do

• Support Cisco Unified Communications systems across hospitals, clinics, and enterprise locations.
• Troubleshoot operational issues related to Cisco Call Manager, Cisco Unity, Webex Calling, VoIP, call routing, and related UC platforms.
• Help maintain reliable voice and collaboration services across critical healthcare operations.
• Provide direct end-user technical support in a hospital and clinic setting.
• Assist with migrations from legacy telecom systems to Cisco Unified Communications platforms.
• Support users and locations during cutovers, upgrades, and post-migration stabilization.
• Work collaboratively with internal IT teams to resolve technical tickets and issues.
• Support contact center users and troubleshoot related call flow issues.
• Document issues, resolutions, and system changes accurately.
• Maintain a flexible, service-oriented approach in a fast-paced healthcare environment.
• Participate in an on-call rotation to support operational needs after hours and on weekends.

Qualifications & Requirements

• Associate’s Degree in Computer Science or a related IT field.
• Minimum of three (3) years of related experience in telecommunications or VoIP support. (Substitution: Five years of applicable Unified Communications experience accepted in lieu of education).
• Hands-on experience supporting Cisco Unified Communications technologies.
• Familiarity with CUCM, Webex Calling, and Cisco Unity.
• Solid understanding of VoIP troubleshooting and SIP trunking concepts.
• Demonstrated sound judgment, strong oral/written communication skills, and a commitment to service excellence in patient care environments.

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.

Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.