Voice Engineer

UCHealth; Fort Collins (CO); Hybrid; USD 72,000 - 108,000; Full time

Benefits offered by this job

Performance bonus

Annual merit pay increase

Tuition assistance

Job summary

UCHealth in Fort Collins seeks a skilled voice/telephony engineer to plan, implement and administer Cisco UC solutions, including CUCM, Unity Connection and UCCX, across multiple sites.

You will provide technical support, monitor performance, design call flows, mentor technicians and participate in on-call rotations while staying current with UC technologies. Requires 3 years of experience and a high school diploma; hybrid work 50/50 with some travel to Northern Colorado.

Qualifications

• High School diploma or GED.
• Minimum 3 years of relevant experience.
• Preferred 5+ years in Cisco Unified Communications.

Responsibilities

• Manage Cisco Unified Communications solutions across assigned areas.
• Provide technical support for voice issues and resolve hardware/software problems.
• Monitor network performance and ensure voice system stability.
• Design, implement, and optimize Cisco UCCX call flows, scripts and reporting.
• Mentor technicians and act as escalation point for voice services.
• Collaborate on integration of third-party apps with CUCM/UCCX.
• Maintain documentation of configurations and resolutions.

Skills

Cisco UC

CUCM

UCCX

Unity Connection

Networking basics

Education

High School diploma or GED

Tools

CUCM

Unity Connection

UCCX

Cisco CUCM

Call recording

VMware

Job description

Description

Plans, implements and administers voice/telephony devices and settings for assigned areas.

Location

UCHealth UCHlth Poudre Valley Hospital, US:CO:Fort Collins

Department

UCHlth Network Telecommunica

Work Schedule

Full Time, 80.00 hours per pay period (2 weeks)

Shift

Days

Pay

$34.62 - $51.93 / hour. Pay is dependent on applicant's relevant experience

Hybrid Position

This is a hybrid position - approximately 50% remote and 50% onsite as work dictates. Candidates must reside in Northern Colorado. Regional travel is required.

Responsibilities

• Manage Cisco Unified Communications solutions, including Cisco Communications Manager, Unity Connection, Unified Contact Center Express (UCCX).
• Provide technical support for communication issues, diagnosing and resolving hardware/software problems.
• Monitor network performance and ensure the stability and performance of voice communication platforms.
• Design, implement, and optimize Cisco UCCX solutions including call flows, scripts, and reporting.
• Perform capacity planning and performance tuning of UCCX and related systems.
• Mentor technicians and serve as an escalation point on voice services.
• Collaborate on the integration of third-party applications with CUCM and UCCX.
• Support troubleshooting and optimization of existing UC infrastructure, working with senior engineers on more complex issues.
• Represent and implement voice solutions for new office and hospitals projects.
• Support daily voice related moves, adds, and changes.
• Support all related voice systems including Wi-Fi phones, call recording, and call reporting and emergency responder (911).
• Collaborate with IT teams to ensure seamless integration of communication tools with other systems.
• Maintain accurate documentation of communication system configurations, processes, and issue resolutions.
• Stay up to date with the latest UC technologies and trends, providing input on potential improvements to the system.
• Assist in user training and onboarding for communication tools.
• Participate in a compensated on-call support rotation.
• Within scope of job, requires critical thinking skills, decisive judgement and the ability to work with minimal supervision. Must be able to work in a fast-paced environment and take appropriate action.

Requirements

• High School diploma or GED.
• 3 years of relevant experience.

Preferred

• 5+ years in Cisco Unified Communications.
• Strong problem-solving skills with the ability to troubleshoot communication issues.
• Excellent verbal and written communication skills for providing technical support and documentation.
• Team-oriented with the ability to work in a collaborative environment.
• Attention to detail and ability to prioritize tasks effectively.
• Cisco CCNA Collaboration
• Cisco Certified Specialist - Collaboration Call Control and Mobility or UCCX
• Cisco Unified Communications Manager (CUCM), Unity Connection Enterprise, and other Cisco voice products.
• Unified Contact Center Express (UCCX).
• Cisco Unified Border Element (CUBE), Unity Connection, Singlewire Informacast Fusion, Call Recording, Call Detail Reporting, Cisco Unified Computing System (UCS), VMware.
• VSphere, UNIX, Certificate Management.
• Experience with other PBX and paging systems (NEC, AVAYA, etc.)

Recognition

• Performance bonus: UCHealth offers a 3-Year Incentive Bonus to recognize employee contributions to our success in quality, patient experience, organizational growth, financial goals and tenure. The bonus accumulates annually each October and is paid out in October during the third year of employment.
• Performance-based pay increase: The Annual Merit Pay Increase recognizes work performance that meets or consistently exceeds performance standards documented through UCHealth's established evaluation process and accounts for increased experience, skills and cost of living.
• Market reviews: All UCHealth positions are reviewed annually to ensure UCHealth base pay aligns with market standards. Base pay rates are adjusted as needed to stay market competitive.

Health and well-being

• Medical, dental and vision coverage.
• Access to 24/7 mental health and well-being support for employees and dependents.
• Discounted gym memberships and fitness resources.
• Free Care.com membership.
• Voluntary benefits such as accident insurance, critical illness insurance, group legal plan, identity theft protection, pet insurance, auto and home insurance, and employee discount programs.
• Time away from work: Paid time off (PTO), paid family and medical leave (inclusive of Colorado FAMLI), leaves of absence.
• Employer-provided basic life and accidental death and dismemberment coverage with buy-up coverage options.
• Employer-provided short-term disability and long-term disability with a buy-up coverage option.

Retirement and savings

• 403(b) plan with employer matching contribution.
• Additional 457(b) plan may be available.
• Flexible spending accounts for health care and dependent day care; health savings account available when enrolled in high-deductible (HD) medical plan.

Education and career growth

• UCHealth provides access to academic degrees and certificate programs to promote professional and personal growth.
• Up to 100% of tuition, books and fees paid for by UCHealth for specific educational degrees.
• Other programs may qualify for up to $10,000/year pre-paid by UCHealth or up to $5,250/year in the form of tuition reimbursement.
• Access to LinkedIn Learning, which offers thousands of virtual courses and seminars, and internal professional development opportunities.
• Employees have access to free assistance navigating the Public Service Loan Forgiveness program and submitting their federal student loans for forgiveness.
• Eligibility for some programs is based on an employee's scheduled work hours.

Employees are our number one asset.

UCHealth promotes a culture that invests in professional success and personal well-being through a comprehensive total rewards program. *

We improve lives. In big ways through learning, healing, and discovery. In small, personal ways through human connection. But in all ways, we improve lives.

UCHealth always welcomes talent. This position will be open for a minimum of three days and until a top applicant is identified.

UCHealth recognizes and appreciates the rich array of talents and perspectives that equal employment and diversity can offer our institution. As an equal opportunity employer, UCHealth is committed to making all employment decisions based on valid requirements. No applicant shall be discriminated against in any terms, conditions or privileges of employment or otherwise be discriminated against because of the individual's race, color, national origin, language, culture, ethnicity, age, religion, sex, disability, sexual orientation, gender, veteran status, socioeconomic status, or any other characteristic prohibited by federal, state, or local law. UCHealth does not discriminate against any qualified applicant with a disability as defined under the Americans with Disabilities Act and will make reasonable accommodations, when the do not impose an undue hardship on the organization.

Who We Are (uchealth.org)