The Telecommunications Engineer will be responsible for the installation and management of the Telephony system hardware and software to meet the requirements of the National Jewish Health staff. Requires an in-depth knowledge of Phone System Communication Manager, Application Enablement Services, Call Management System, Modular Messaging, Contact Center Express, and Call Accounting System.
- Administers Communications Manager including but not limited to, adding/removing trunks, extensions, call routing, application integration and system upgrades.
- Administers Call Management System, including, but not limited to, creating accounts, setting permissions, data storage intervals & system upgrades, etc.
- Administers Message Application Server and Message Store Server to assure proper connectivity of all telephony components.
- Administers Contact Center Express & completes system upgrades to assure proper configuration for expanding needs of institution.
- Administers Call Accounting system and Witness, including system upgrades, for all departments in the institution.
- Programs and administers Media Gateways for connectivity between the main servers and outlying areas.
- Meets with customers to design process documents for configuring telephony components to meet user needs. Documents all design needs and works with customers to achieve buy-in for changes to telephony system before implementing changes.
- Develops the telecommunications strategic plan by understanding current state versus future state to meet user needs, and develops long range goals to meet the telecommunications strategy.
- Participates in on call rotation as required to National Jewish Health’s computing environment.
- Assists IS management in developing related budgetary requirements for current and upcoming fiscal years as required.
- Leads the work of co-workers providing effective communication, direction, guidance and resources as appropriate.
- Serves as backup for the telecommunications analyst and other related personnel as required.
- Documents and presents costs associated with design changes that include, but not limited to, external costs with telephony providers, additional hardware purchase costs, ongoing fees, etc.
- Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
- Building Strategic Relationships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals.
- Building Trust: Interacting with others in a way that gives them confidence in one’s intentions and those of the organization.
- Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.
- Managing Conflict: Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people. Addresses conflicts by focusing on the issues at hand to develop effective solutions when disputes or disagreements occur; helps others resolve conflicts by providing impartial mediation when needed.
Supervisory or Managerial Responsibility
May lead the tasks of co-workers
- Be available to work as scheduled and report to work on time.
- Be willing to accept supervision and work well with others.
- Be well groomed, appropriately for your role and wear ID Badge visibly.
- Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
- Fosters an inclusive workplace where diversity and individual differences are valued and leveraged to achieve the vision and mission of the institution.
- Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
- Wears appropriate PPE as outlined by the infection control policies and procedures.
- Demonstrates compliance with all state, federal and all other regulatory agency requirements.
Bachelor’s Degree in Computer Science or or technical school, or equivalent experience is required.
A minimum of eight (8) years recent experience in telecommunications software support on networked computers required. - or - Any equivalent combination of Education and/or Experience.
Special Training, Certification or Licensure
Certifications with Avaya telephony systems preferred. Knowledge of POTS, T1 circuits, DID, DNIS, Vectors, VDN’s and ACD required. Knowledge of Avaya server and desktop computer-based systems required.