Senior Voice Engineer - Berwyn, PA (hybrid)

Why work as a Senior Voice Engineer with Main Line Health?

·       Make an Impact! The Senior Voice Engineer will play a critical role in designing, implementing, and managing the telephony systems and contact centers within the healthcare system’s domain. They will play a crucial role in ensuring the efficiency, reliability, and effectiveness of our telephony platforms and components, supporting the delivery of high-quality voice services throughout the healthcare system and contribute to enhancing collaboration and communication across teams, ensuring seamless voice services for our users. This is an exciting opportunity for a strategic and visionary technical leader who is passionate about driving innovation, improving operational efficiency, and driving business value in a fast-paced, exciting environment.

·       Develop and Grow your Career! Invest in furthering your education through seeking certifications or advanced degrees by taking advantage of our Tuition Reimbursement! This position is eligible for up to $6,000 per year based upon your Full  status.

·       Join the Team! Like our patients, the Main Line Health Family encompasses various backgrounds and abilities. Just as each of our patients requires a personalized care plan, each of our employees, physicians, and volunteers, bring distinctive talents to Main Line Health. Regardless of our unique design, we all share a purpose: providing superior service and care.

·       Position-Specific Benefits include: You are eligible for five (5) weeks of paid time off annually. We also offer several employee discounts to various activities, services, and vendors... And employee parking is always free!

Essential Accountabilities

·       Provide input and recommendations towards the Cisco voice strategy and roadmap development.

·       Collaborate with cross-functional teams to design voice solutions that align with business needs.

·       Serve as the primary engineer for implementing solutions that adhere to industry best practices.

·       Perform system upgrades, enhancements, and migrations.

·       Oversee the configuration, installation, integration, and maintenance of telephony platforms and components, ensuring seamless operation and performance.

·       Troubleshoot and resolve voice-related issues promptly.

·       Ensure a positive user experience across voice platforms.

·       Stay informed about industry trends, emerging technologies, and best practices.

·       Collaborate with telecom carriers, vendors, and business units to set the future direction of voice communication systems.

·       Provide Tier-3 level support for voice-related issues with Cisco and non-Cisco systems.

·       Implement compliance best practices.

Additional Knowledge, Skills, Abilities:

·       Industry certifications (e.g., CCNP Voice, Cisco Unified Communications) are highly desirable.

·       Must have strong knowledge of Cisco CUBE, Cisco voice gateways (PRI, FXO, FXS), and ISR routers

·       In-depth knowledge of telephony technologies, protocols, and standards, such as VoIP, E.164, H.323, QoS, TCP, UDP, RTP, SCCP, MGCP, SIP, PRI, TDM, PBX, ACD, IVR as well as IM/Presence.

·       In-depth knowledge of Cisco Unified Communications (UC) products, including Unified Communications Manager (UCM), Unity Connection, and supporting client-side applications, including Jabber, Webex, Webex Control Hub, Expressway, Finesse, and various reporting tools.

·       In-depth knowledge of Microsoft Teams calling and direct routing.

·       In-depth knowledge of VMWare, Cisco UCS servers

·       Understanding of the healthcare systems and call center operations, including knowledge of HIPAA compliance and privacy regulation, is a plus.

·       Strong problem-solving and troubleshooting skills, with the ability to analyze complex issues and provide effective solutions.

·        Excellent communication and leadership abilities, with the capability to collaborate and influence stakeholders at all levels of the organization.

·       Strong organizational skills with the ability to manage multiple priorities and deliver projects within deadlines.

Experience & Education

• Minimum of 5 years of experience itechnical direction of telephony systems and call centers in the Healthcare systems domain.
• Bachelor's degree in Telecommunications, Computer Science, or a related field. Master's degree is a plus.