Unified Communications Engineer I

Children's Hospital of Philadelphia; Millbourne (Delaware County); On-site; USD 76,000 - 97,000; Full time

Job summary

Children’s Hospital of Philadelphia seeks a Unified Communications Engineer I to support voice and collaboration systems. The role involves deploying, maintaining, and troubleshooting telephony infrastructure, including VoIP, SIP, and CUCM, with on-call rotation and 24/7 coverage requirements.

You will collaborate with clinicians and IT staff to ensure reliable communications, document solutions, and implement patches while following security practices and hospital standards.

Qualifications

• High School Diploma / GED required.
• At least three years telephony experience preferred.
• Experience with Cisco VoIP telephony preferred.
• Healthcare IT experience preferred.

Responsibilities

• Install, maintain and service telephone equipment and call routing.
• Organize day-to-day operations via Service Now and other channels.
• Engage with clients, teammates and stakeholders effectively.
• Troubleshoot issues and develop practical solutions.
• Follow documented solutions without needing clarifications.
• Support 24x7 day-to-day systems operations.
• Escalate and notify appropriate staff; inform management as needed.
• Communicate production problems to users as appropriate.
• Apply fixes, patches and upgrades to the service software.
• Provide statistics to ensure adherence to standards and policies.
• Participate in on-call rotation for 24/7 coverage; handle flexible hours.

Skills

VoIP telephony

Cisco CUCM

SIP protocols

Telephony troubleshooting

On-call support

Healthcare IT

Education

High School Diploma / GED

Job description

SHIFT:

Day (United States of America)

Seeking Breakthrough Makers

Children’s Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation.

At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric care—and your career.

CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means.

A Brief Overview
The Unified Communications Engineer I is responsible for understanding and competency of current technologies and concepts within the voice and collaboration disciplines. This role validates technical documents by putting them to practice. This role works under direct supervision to accomplish daily assignments in support of team initiatives. This engineer approaches every aspect of work with a security mindset. Participates in on call rotation. Demonstrates basic knowledge of the job, activity, or function, needs supervision or mentoring on advanced assignments. Junior to mid-level position with basic technical skills.

What you will do

• The Unified Communications Engineer l has basic knowledge of installing, maintaining, and servicing a variety of telephone equipment, installing voice and data communication circuits, overhead paging systems and cabling, along with call routing.
• The Unified Communications Engineer l is responsible for organizing and completing the technical day-to-day operations assigned through Service Now and other institutional avenues. Understanding of telephony concepts and technologies
• Consistently demonstrates the ability to engage in active communications with clients, teammates, and stakeholders.
• Possesses the ability to troubleshoot issues and develops solutions utilizing best practices.
• Ability to follow documentation on solutions to issues without the need for clarification or assistance.
• Supports fast-paced, 24x7 day-to-day systems operations.
• Follows escalation procedures to document and notify appropriate support staff, and notifies management as appropriate.
• Communicates production problems to affected users as appropriate.
• Ensures fixes, patches and upgrades are applied to the software that serves the application.
• Provides DTS Team Lead with statistics and information to assure adherence to hospital computing standards and policies.
• Participates in on-call rotation for 24/7 coverage and able to work flexible hours (evenings and weekends).

Education Qualifications

• High School Diploma / GED - Required

Experience Qualifications

• At least three (3) years telephony experience - Preferred
• Experience with Cisco VoIP telephony - Preferred
• Experience with Nortel (pre-VoIP) telephony - Preferred
• At least one (1) year IT - Preferred
• Healthcare experience - Preferred

Skills and Abilities

• Basic working knowledge and experience in the installation, maintenance and administration of telephony systems, voicemail, VoIP infrastructure, SIP proxies, session border controllers, media servers, SIP trunking), IVR, programming or scripting, healthcare telecommunications solutions and unified communications. (Required proficiency)
• Basic knowledge of CUCM 10.x and above, CLI knowledge, Unity Connection 9.x and above, IMP 9.x and above. (Required proficiency)
• Supporting the most current version protocols including but not limited to: SIP, MGCP, H323, Analog VG3xxxx preferred as well as set up and troubleshooting, ISRs 44xx preferred, FXO and FXS set up and troubleshooting. (Required proficiency)
• Basic knowledge of: Cisco PCCE preferred, UCCE accepted with following versions and skills: 10.5 – 11.6 Finesse[BC2], CUIC, CVP, ICM scripting, infrastructure, VVB and VXML, comprehensive call flow. Cisco telepresence and video conferencing, TMS, MCU, VCS-C, Expressway 9VCS-E, TCS, Webex, Webex Teams. Collaboration edge or remote concepts: Expressway Core and Edge, MRA (Mobile and Remote Access) B2B federations. (Required proficiency)

To carry out its mission, CHOP is committed to supporting the health of our patients, families, workforce, and global community. As a condition of employment, CHOP employees who work in patient care buildings or who have patient facing responsibilities must receive an annual influenza vaccine. Learn more.

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SALARY RANGE:

$76,100.00 - $97,000.00 Annually

Salary ranges are shown for full-time jobs. If you’re working part-time, your pay will be adjusted accordingly.

At CHOP, we are committed to fair and transparent pay practices. Factors such as skills and experience could result in an offer above the salary range noted in this job posting. Click here for more information regarding CHOP’s Compensation and Benefits.