Unified Communications Analyst II

1000 Methodist Le Bonheur Corp; Town of Germantown (WI); On-site; USD 75,000 - 110,000; Full time

Job summary

Methodist Le Bonheur is seeking an experienced telecommunications professional to support Cisco Unified Communications systems across hospitals, clinics, and enterprise locations. You will troubleshoot Cisco Call Manager, Unity, Webex Calling, VoIP, and related UC platforms while ensuring reliable voice and collaboration services for healthcare operations.

In this role you will provide direct end-user support in hospital and clinic settings, assist with migrations, and collaborate with internal

Qualifications

• Associates Degree Computer sciences or a related IT field.
• Must have at least three (3) years of related experience in telecommunications, VoIP, or Unified Communications.
• Experience with Cisco Unified Communications technologies (CUCM, Webex Calling, Unity).
• Demonstrated MS Office skills; strong oral and written communication; leadership potential.

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.
• Help maintain reliable voice and collaboration services across healthcare operations.
• Provide direct end-user 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 with internal IT teams to resolve technical issues.
• Support contact center users and related call flow issues.
• Document issues, resolutions, changes.
• Maintain a flexible, service-oriented approach in a demanding healthcare environment.
• Participate in an on-call rotation to support operational needs after hours/weekends.

Skills

Cisco Unified Communications

CUCM

Webex Calling

Unity

VoIP troubleshooting

SIP trunking

MS Office

communication skills

leadership potential

Education

Associates Degree Computer sciences or related IT field

Job description

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One! We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South. Supports enterprise voice, collaboration, and contact center systems across hospital and clinic environments. Designs, tests, and enhances unified communications solutions to support clinical and business operations while demonstrating MLH Mission, Vision, and Values. From a staff position, and under general supervision, functions as a member of various multi-disciplinary teams or with assignments in complex Clinical and Business Information Technologies. Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview

Supports enterprise voice, collaboration, and contact center systems across hospital and clinic environments. Designs, tests, and enhances unified communications solutions to support clinical and business operations while demonstrating MLH Mission, Vision, and Values. From a staff position, and under general supervision, functions as a member of various multi-disciplinary teams or with assignments in complex Clinical and Business Information Technologies.

What you will do

• 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.
• Help maintain reliable voice and collaboration services across healthcare operations.
• Provide direct end-user 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 with internal IT teams to resolve technical issues.
• Support contact center users and related call flow issues.
• Document issues, resolutions, changes.
• Maintain a flexible, service-oriented approach in a demanding healthcare environment.
• Participate in an on-call rotation to support operational needs after hours/weekends.

Education Qualifications Required

• Associates Degree Computer sciences or a related IT field

Experience Qualifications Required

• Must have at least three (3) years of related experience in telecommunications, VoIP Substitution - Five (5) years of applicable Unified Communications experience, in lieu of education requirements.

Skills and Abilities

• Hands-on experience supporting Cisco Unified Communications technologies
• Experience with CUCM, Webex Calling, Unity
• Understanding of VoIP troubleshooting and SIP trunking concepts
• Demonstrated MS Office skills
• Demonstrated ability to exercise sound judgment.
• Demonstrated oral and written communication skills.
• Demonstrated potential for leadership.

Supervision Provided by this Position There are no supervisory or lead responsibilities assigned to this position.

Physical Demands Subject to call back at all times. Must provide own transportation. Ability to travel to any area of the organization, both local and remote as needed. Subject to standard office working conditions with intermittent exposure to noisy computer equipment. Required to sit for extended periods. Ability to understand complex verbal and written communications, and respond verbally or in writing as appropriate. Typical mediums of communication include face-to-face dialog, telephone, memos, and electronic mail. Ability to interpret equipment status indicators to determine appropriate operating condition. Indicators may include visual and/or auditory techniques or cues. Ability to read and understand technical manuals and other documentation to determine correct action, safety precautions, and other conditions of proper hardware and software operation. Ability to work varying hours due to the accessibility of individuals or equipment involved in different projects, the need to minimize system downtime or Customer interruption, or to recover from hardware or software failures. Will occasionally experience stressful working conditions due to tight project schedules and hardware or software problems. Ability to occasionally lift and/or move equipment up to 25 pounds without assistance. Must occasionally lift and/or move equipment up to 40 pounds with assistance. Ability to occasionally crouch, kneel, bend and/or crawl to access, inspect, connect, position or perform other operations on equipment. Some locations, such as Customer or equipment locations, may present very close quarters. Ability to occasionally use small hand tools and be able to manipulate small equipment components such as screws, nuts, or other fastening devices as usually found on computer equipment. Subject to regular periods of repetitive hand motion in the operation of computer terminals and other equipment.

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.

Within any role at Methodist Le Bonheur, you can play a rewarding and fulfilling part in helping us provide high-quality, innovative and compassionate care to the people of Memphis and the Mid-South.

Our goal is to improve every life we touch, including our Associates. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South, and we value the dedicated individuals who play such a crucial role in helping us fulfill our mission.

With Methodist Le Bonheur, you’ll be recognized and rewarded, treated with respect and given many opportunities to learn, grow and build a fulfilling career. Because we’re not at our best until you are at yours.