Essential Duties and Responsibilities

• Ability to design, configure, implement, troubleshoot and maintain voice and network equipment including Cisco routers, switches PCCE, Unity and Communications Manager
• Troubleshooting and support of enterprise class IP based telecommunication systems and associated technologies including VoIP, CUCM, Cisco UCS, Cisco Expressway E/C, E911, carrier circuits including PRI and SIP
• Oversee a variety of functions related to supporting IP Based telecommunication systems and associated technologies including VoIP CUCM, Cisco UCS, Cisco Expressway, E911, and carrier circuits including PRI, and SIP.
• Ensure telecom systems and call flow is stable, secure and resilient to provide maximum uptime to our partners.
• Provide monitoring of all telecom related devices to ensure best in class service.
• Coordinate efforts with Local Exchange Carriers to provide stable, effective telecommunication, video conference provisioning and services.
• Ensure availability of all network, voice, and collaboration resources which include routing/switching infrastructure WAN networks and wireless support.
• Ensure availability of all network, voice, and collaboration resources which include routing/switching infrastructure WAN networks

Culture of Excellence Behavior Expectations

To perform the job successfully, an individual should demonstrate the following behavior expectations:

Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Education and Experience

High school diploma required.
Bachelor's degree in Computer Science or Management Information System or equivalent combination of education and experience required.
3-5 years total Cisco Voice experience (System administration and systems engineering) required.

Certification and Licensure

CCNA Voice/Collaboration certification is required or equivalent experience is required
Industry certifications (CCNP, CCIE, or other Cisco Voice, PCCE, or Collaboration certification) preferred

For those driving Mercyhealth vehicles:
Maintain a valid driver's license.
Have and maintain an acceptable driving record per Mercyhealth's HR.100 Fleet and Driver Safety policy.

For those driving their personal vehicles:
Maintain a valid driver's license and reliable transportation with proof of vehicle insurance when requested.
Have and maintain an acceptable driving record per Mercyhealth's HR.100 Fleet and Driver Safety policy.

Skills and Abilities
*VoIP, Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Packaged Contact Center Enterprise
*Cisco Jabber, IM and Presence, Cisco Meeting Server, Cisco Expressway Servers and bridging technologies
*VoIP and Video protocols: SIP, RTP, TLS, SCCP, H.323, H.264 and MGCP
*Cisco ISR routers and analog gateways/routers
*Call recording and reporting
*Paging and Public-Address Systems
*Strong troubleshooting ability.
*Ability to reason and think logically
*Ability to communicate clearly and concisely, both verbally and written.


Special Physical Demands

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, feel and reach with hands and arms. The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, and ability to adjust focus.

Level of Supervision

N/A

Supervises

N/A