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Voice Telecom Analyst (Cisco) - Senior

  • Job ID: 914453281
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: Corporate Information Services
  • Department: VoiceCommunications IT
  • Location: 2 Hot Metal Street, Pittsburgh PA 15203
  • Union Position: No
  • Salary Range: $33.54 to $51.05 / hour


UPMC is actively hiring a Senior Voice Telecom Analyst with expertise in a Cisco PBX call center environment. This role will act as one of the technical leads and central point of contact on large or multiple applications with significant impact to the organization. Responsible for reviewing, organizing, communicating, and recording requests for Telecommunications systems, including adds, moves and changes on PBX, Voice Mail, Networking, wiring support, and maintenance of all voice-related databases at UPMC and affiliated business units. This position requires extensive collaboration with internal technology teams and vendors to identify, research, analyze, implement and resolve system issues and problems.
  • Configures, implements and support Cisco Unified Communications products including PCCE, Unified Communications Manager, Unity Connection
  • Troubleshoot Level 2 Telecom and circuit issues. Maintain communication with management on all issues, including critical and widespread outages.
  • Set up, configure, and test components of the Cisco Contact Center, including Cisco Call Manager, IVR, and Cisco Intelligent Contact Manager
  • Configure and implement voice gateways as part of the IP telephony system, managing full scope of the project
  • Provide service to ISD client community, patients, families and visitors, while protecting the integrity and confidentiality of all data and information through physical and electronic measures while complying with UPMC, ISD and ISD Technical Services Department Policies and Procedures
  • Maintain current and thorough knowledge of PBX systems, voicemail, wiring, and other related telecommunication systems.
  • Communicate to the Manager Voice Telecommunications, Senior Telecom Analysts, or designated assignee, on a weekly basis, all service requests, projects and/or assignments received and current status, to ensure that new and currently assigned responsibilities do not conflict with or negatively impact productivity and service delivery.
  • Networking Planning and Engineering - Develops specifications and designs for basic networks or for components of complex networks with limited supervision. Performs network sizing with limited supervision. Troubleshoots performance problems on complex networks. Understands and explains network security architecture.
  • Provide maintenance and support of adds, moves and changes on network PBX system, Voice Mail, wiring, and all other voice related databases. Monitor and troubleshoot problems to ensure proper service delivery.
  • Provide support as required by ISD's Disaster Recovery Plan.
  • Voice / Telephony Technology - Demonstrates working knowledge of hardware, software, and networking components of voice /telephony technology and networks. Applies understanding of complex telephony technology to develop sophisticated configurations and documents procedures for operation and monitoring. Demonstrates ability to analyze, redesign and document (work flows) architectures for complex telephony applications. Identifies, determines cause of, and corrects performance degradation. Identifies potential voice network security risks and recommends plan to address or eliminate risks.
  • Additionally, this position may be required to maintain a stand-by status as part of a rotation within the team. This requires 24 hours per day, 7 days per week availability during the standby period. The frequency varies based upon the number of colleagues in the rotation.
  • Network & Communication System Administration and Control - Provides support to end-users of telephony systems for field and home office locations (including coordinating telephony software changes). Participates in implementation/deployment planning related to network connectivity.


  • Typically has 5+ years of voice communications infrastructure design and support experience.
  • Mastery of the essential knowledge base for an IT professional.
  • Must possess the ability to:
    • Proficiently apply IT methods, professional knowledge, and UPMC standards and practices. Intuitively grasp familiar, stable system performance situations.
    • Respond to unfamiliar, undefined, unexpected, or unstable situations with the professionally prescribed standard response.
    • Recognize subtle problems with system design or performance and act appropriately to improve the condition, seeking validation of actions in advance as appropriate.
    • Complete on-going training on-the-job, through courses, self-study, certifications and/or advanced degrees to maintain and enhance technical and business capabilities.
Preferred Qualifications:
  • High-end experience in Cisco PBX and Call Center systems engineering experience
  • Experience with call flow analysis
  • Programming experience with any of the following manufacturers' products:  Cisco, Avaya, Alcatel-Lucent
  • Knowledge of voicemail, unified messaging, ACD and IVR systems, integration to CRM packages
  • ICM scripting or similar scripting experience preferred
  • Knowledge of Java and/or VB Script a plus
  • Ability to work weekends and/or off-hours as necessary to meet clients' needs
  • Ability to effectively communicate with clients
This is a remote opportunity but may require 10% travel based on project requirements 

Licensure, Certifications, and Clearances:
Preferred Certifications: 

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   Current UPMC employees must apply in HR Direct