Engineer III - Unified Communications

What you can expect! 

Under the direction of the Director, Technology - Infrastructure Services, the Engineer III - Unified Communications is responsible for managing and maintaining voice protocols, data, and remote telecommunication equipment which are Cisco Unified Communications Systems. This includes but is not limited to implementing, configuring, diagnosing, repairing, upgrading, voicemail, Voice over IP communications to optimize all telecommunication systems and services.

Key Responsibilities:

1. 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.
2. Provide support and assistance in UC fault isolation and performance management processes as requested.
3. 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
4. Be the single point of contact for all telecom related issues and request.
5. Manage SIP Trunks and VoIP Circuits.
6. Troubleshoot all voice related services from Desktop issues to Systems and Contact Center Scripting issues.
7. Implement all current and future Telecom Projects.
8. Ensure backups on all UC Voice systems.
9. Manage all upgrades and revisions to the UC voice environment.
10. Develop and implement long-term strategies and capacity planning for future telecommunications hardware and software needs.
11. Coordinate with internal IT team in efforts to provide telecommunications support.
12. 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.
13. Configure, test, maintain, monitor, and troubleshoot end user telecommunications hardware, telephony devices, and voice/data hardware solutions.
14. Monitor and identify capacity and performance issues for telecommunications traffic to ensure continued, uninterrupted operation of telecommunications systems.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary.
• Hybrid schedule.
• CalPERS retirement.
• State of the art fitness center on-site.
• Medical Insurance with Dental and Vision.
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development.
• Wellness programs that promote a healthy work-life balance.
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

Education

• Bachelor's degree in a computer related field or similar technical field from an accredited institution required.
• In lieu of the required degree, a minimum of four (4) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above.

Experience

• Minimum eight (8) years of experience working with VoIP Telecom Systems and IP protocol applications including, but not limited to Cisco Call Manager, Cisco Unity, IPCC, UCCX, UCCE, CUCI, CAD, Finesse and Cisco recommended practice.

Key Qualifications

• Must have a valid California Driver’s license and valid automobile insurance. Must qualify and maintain driving record to drive company vehicles based on IEHP insurance standards of no more than three (3) points.
• Cisco Certified Network Professional Voice (CCNP Voice) preferred.
• Extensive knowledge of in Cisco CallManager, IPCC/UCCX Contact Center Scripting, UCCE Programming, CUIC, Expressway and Finesse. Intermediate Knowledge in OSI Model layers, IP Routing, TCP/IP Operation. Maintain a current knowledge of emerging products, services, protocols, and standards in support of telecommunications equipment.
• Projects involving lift server appliance weights up to 50 lbs. and heavy eye strain with computer monitors.

Hybrid Work Schedule (Monday & Friday remote, Tuesday, Wednesday, Thursday onsite required)