Rush University Medical Center
Sr UCCE Engineer
Rush University Medical Center, Chicago, Illinois, United States, 60290
Location:
Chicago, IL Hospital:
Rush University Medical Center Department:
IT Infrastructure Work Type:
Full Time (Total FTE between 0.9 and 1.0) Shift:
Shift 1 Work Schedule:
8 Hr Rush offers exceptional rewards and benefits; learn more at our Rush benefits page. Summary: The Senior Unified Contact Center (UCCE) Engineer will collaborate with all aspects of maintaining, configuring, and sustaining the Cisco Unified Contact Center environment including design, implementation, maintenance of existing UC/UCCE environment, upgrading/configuration, and installation of hardware/software. In addition, the Senior UCCE Engineer helps evaluate, design, configure, document, and implement communication system architecture including phone networks & services, circuits, VOIP, cloud services, and connectivity to support business needs. The Senior UCCE Engineer is responsible for assisting with the development of roadmaps and leads implementation projects. The Senior UCCE Engineer is required to participate in a 24x7x365 on-call rotation, including periodic off business-hours work. The Senior UCCE Engineer holds the team and organization-level responsibilities and leads large-scale projects. The Senior UCCE Engineer assists and mentors less experienced colleagues and is a resource for RUSH employees and leaders for Unified Communications. Responsibilities: Deliver UC/UCCE Solutions
Work with vendors, clients, carriers, and technical staff on implementation, optimization, and security of Cisco Unified Communications system, including troubleshooting infrastructure and services. Carry out maintenance/upgrades on all UC/UCCE infrastructure and end points. Use knowledge of healthcare industry to inform solution design and development. Develop and maintain trusted advisor relationships with business, clinical, and operations leaders. Build solutions and implementation plans with internal and external resources. Perform security review of UC Infrastructure and Applications. Ensure successful delivery to support strategic planning and initiatives.
Improve Processes and Standards
Research, analyze, recommend, and implement new software, hardware, tools, systems, and processes. Lead the development and delivery of training relevant to area of expertise. Monitor market trends to discover opportunities to improve customer experience. Build and maintain project/technology related documentation. Manage UC system logging and provide performance metrics.
Effective Team Member
Provide detailed runbook procedures and support documentation. Demonstrate a high level of teamwork and collaboration. Train and mentor UC and other IT staff.
Leadership
Hold team-level responsibilities and may lead small & medium scale projects. Provide presentations on Unified Communications technology roadmap.
Technical Leadership
Develop technical standards and operational processes. Provide incident management and support to critical issues. Lead technical delivery of projects for enterprise voice communications.
Requirements: Education
Minimum: Associate Degree in Information Technology, Computer Science, or related field (2 years combination of relevant experience and education may be considered in lieu of degree). Preferred: Bachelor’s degree in Information Technology, Computer Science, or related field.
Work Experience
Minimum: 5 years demonstrated success in designing, configuring, and supporting Cisco Unified Communications and Contact Center infrastructure. 5 years demonstrated success in troubleshooting large-scale voice implementations. 5 years demonstrated success translating business needs into operational requirements. 5 years demonstrated success managing multiple projects simultaneously. 5 years demonstrated success in mentoring and teaching others on Unified Communications technologies.
Preferred:
10 years relevant experience in a Healthcare setting. 10 years relevant experience in IT, Business Operations, Project Management, Analytics or Monitoring. 10 years relevant experience supporting Cisco or similar UCaaS solutions. 10 years relevant experience supporting Cisco UCCE/PCCE; creating and modifying scripts. 10 years relevant experience supporting Calabrio suite of products. 10 years relevant experience supporting Genesys CX cloud or similar CCaaS solutions.
Licenses & Certifications
CCNA Certification CCNP Collaboration Certification Genesys CX Certification
Rush is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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Chicago, IL Hospital:
Rush University Medical Center Department:
IT Infrastructure Work Type:
Full Time (Total FTE between 0.9 and 1.0) Shift:
Shift 1 Work Schedule:
8 Hr Rush offers exceptional rewards and benefits; learn more at our Rush benefits page. Summary: The Senior Unified Contact Center (UCCE) Engineer will collaborate with all aspects of maintaining, configuring, and sustaining the Cisco Unified Contact Center environment including design, implementation, maintenance of existing UC/UCCE environment, upgrading/configuration, and installation of hardware/software. In addition, the Senior UCCE Engineer helps evaluate, design, configure, document, and implement communication system architecture including phone networks & services, circuits, VOIP, cloud services, and connectivity to support business needs. The Senior UCCE Engineer is responsible for assisting with the development of roadmaps and leads implementation projects. The Senior UCCE Engineer is required to participate in a 24x7x365 on-call rotation, including periodic off business-hours work. The Senior UCCE Engineer holds the team and organization-level responsibilities and leads large-scale projects. The Senior UCCE Engineer assists and mentors less experienced colleagues and is a resource for RUSH employees and leaders for Unified Communications. Responsibilities: Deliver UC/UCCE Solutions
Work with vendors, clients, carriers, and technical staff on implementation, optimization, and security of Cisco Unified Communications system, including troubleshooting infrastructure and services. Carry out maintenance/upgrades on all UC/UCCE infrastructure and end points. Use knowledge of healthcare industry to inform solution design and development. Develop and maintain trusted advisor relationships with business, clinical, and operations leaders. Build solutions and implementation plans with internal and external resources. Perform security review of UC Infrastructure and Applications. Ensure successful delivery to support strategic planning and initiatives.
Improve Processes and Standards
Research, analyze, recommend, and implement new software, hardware, tools, systems, and processes. Lead the development and delivery of training relevant to area of expertise. Monitor market trends to discover opportunities to improve customer experience. Build and maintain project/technology related documentation. Manage UC system logging and provide performance metrics.
Effective Team Member
Provide detailed runbook procedures and support documentation. Demonstrate a high level of teamwork and collaboration. Train and mentor UC and other IT staff.
Leadership
Hold team-level responsibilities and may lead small & medium scale projects. Provide presentations on Unified Communications technology roadmap.
Technical Leadership
Develop technical standards and operational processes. Provide incident management and support to critical issues. Lead technical delivery of projects for enterprise voice communications.
Requirements: Education
Minimum: Associate Degree in Information Technology, Computer Science, or related field (2 years combination of relevant experience and education may be considered in lieu of degree). Preferred: Bachelor’s degree in Information Technology, Computer Science, or related field.
Work Experience
Minimum: 5 years demonstrated success in designing, configuring, and supporting Cisco Unified Communications and Contact Center infrastructure. 5 years demonstrated success in troubleshooting large-scale voice implementations. 5 years demonstrated success translating business needs into operational requirements. 5 years demonstrated success managing multiple projects simultaneously. 5 years demonstrated success in mentoring and teaching others on Unified Communications technologies.
Preferred:
10 years relevant experience in a Healthcare setting. 10 years relevant experience in IT, Business Operations, Project Management, Analytics or Monitoring. 10 years relevant experience supporting Cisco or similar UCaaS solutions. 10 years relevant experience supporting Cisco UCCE/PCCE; creating and modifying scripts. 10 years relevant experience supporting Calabrio suite of products. 10 years relevant experience supporting Genesys CX cloud or similar CCaaS solutions.
Licenses & Certifications
CCNA Certification CCNP Collaboration Certification Genesys CX Certification
Rush is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
#J-18808-Ljbffr