Engineer III - Unified Communications

Implement, Maintain and Support all Telecom and VoIP Systems including but not limited to SIP, Cisco Unified Call Manager(PCCE), Cisco Call Manager, Cisco Unity, IPCC, UCCX, UCCE, CUCI, CAD and Finesse and associated technologies. Lead the planning, securing, and forecasting of Enterprise UC initiatives globally Lead the efforts required to solve for, architect, implement and operate new UC solutions and technologies into the enterprise, and ensure collaborative environment is highly available and functions as a mission critical service Define and create a well-organized quality UC system architectures that will promote reliability and ease of maintenance Lead the integration and interoperability of UC with multiple applications and platforms Provide support and assistance in UC fault isolation and performance management processes as requested Design and implement monitoring and reporting that exposes quality metrics necessary to measure the performance and effectiveness of Enterprise UC services, and to support decisions for continuous improvements Single point of contact for all telecom related issues and request. Manage SIP Trunks and VoIP Circuits. Troubleshoot all voice related services from Desktop issues to Systems and Contact Center Scripting issues. Implement all current and future Telecom Projects. Ensure backups on all UC Voice systems. Manage all upgrades and revisions to the UC voice environment. Approve all Telecom related bills. Developing and Implement long-term strategies and capacity planning for future telecommunications hardware and software needs. Maintain a current knowledge of emerging products, services, protocols, and standards in support of telecommunications equipment. Coordinate with internal IT team in efforts to provide telecommunications support. Install and support telecommunications infrastructure and its associated software, including CIT interfaces, call management systems, voice mail, and interactive voice response, call center call routing and video conferencing systems. Configure, test, maintain, monitor and troubleshoot end user telecommunications hardware, telephony devices, and voice/data hardware solutions. Monitor and identify capacity and performance issues for telecommunications traffic to ensure continued, uninterrupted operation of telecommunications systems. Any other duties as required to ensure the Health Plan operations are successful. Ensure the privacy and security of PHI (Protected Health Information) as outlined in IEHP's policies and procedures relating to HIPAA compliance.