Description

UPMC is actively hiring a Senior Voice Telecom Analyst with expertise in a Cisco PBX call center environment. This role will be a hybrid between work from home and working on-site. It will vary each week but you will come into the office as needed depending on work load the rest of the time you will work REMOTE.

Purpose:
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. Responsible for providing basic supervision and direction to Associate and Intermediate staff. May work on medium to large-scale projects in addition to providing services, as determined by the management team. Also responsible for creating, managing, tracking, and reporting the status of assigned projects, using the specified project management software. Coordinates, with other Voice Telecom Analysts, in the delivery to telecommunications services. Possesses advanced knowledge of the PBX system, voice mail and wiring support design and function. Provides technical assistance to departmental personnel, clients, vendors, and other parties as assigned. Functions in an upper level position, with responsibility for timely service delivery as well as project management. Works closely with all UPMCHS departments and business units, ISD departments and/or groups, as required, to meet business objectives, resolve problems, complete assigned projects, provide technical assistance in accordance with assigned responsibilities, and when necessary, coordinates with other telecommunications resources in carrying out the assigned responsibilities. Interacts with vendors, suppliers, internal UPMCHS management, and external management of affiliated business units.

Responsibilities:

• Troubleshoot Level 2 Telecom and circuit issues. Maintain communication with management on all issues, including critical and widespread outages.
• 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.
• Comply with UPMC, ISD, and ISD Technical Services Department Policies and Procedures.
• Maintain a current and thorough knowledge of PBX systems, voicemail, wiring, and other related telecommunication systems.
• Coordinate and direct activities related to project goals and completion. Track projects and assignments and provide reports, as requested. Monitor requests and assignments for timely completion. Provide assistance to facilitate requests and assignments, as necessary.
• Receive projects and carry out assignments from Senior Telecommunications staff and Management, as assigned.
• Perform technical adds, moves and changes on network PBX systems. Perform necessary quality tests to ensure integrity of adds, moves and changes.
• 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.
• Protect the integrity and confidentiality of all UPMC patient and staff data and information in accordance with the UPMC data and information security policies and procedures.
• 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 PBX, 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 stand by 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.
• Attend ISD and related meetings, as required.

Qualifications

Qualifications

• Typically has 5+ years of voice communications infrastructure design and support experience.
• Mastery of the essential knowledge base for an IT professional.
• Must possess 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.
  • Maintain effective relationships with business partners, professional peers, and other team members.
  • Coach less experienced IT professionals. Complete on-going training on-the-job, through courses, self-study, certifications and/or advanced degrees to maintain and enhance technical and business capabilities.
  • Demonstrate thorough understanding of the fundamental tools and concepts of one of the information technology professional disciplines (i.e. Applications, Business Analysis, Customer Service, Data, Networking, Operations, Security, Systems Engineering, etc.) and apply that understanding to make independent practical contributions to IT work within a particular UPMC department or function.
• Preferred Educational/Knowledge:
  • Completion of an academic degree including courses in computer programming, systems analysis, system development, or systems engineering.

Licensure, Certifications, and Clearances:

• Preferred Licensure:
  • ACSS - Avaya Cert Support Specialist
  • ACCE - Avaya Call Center Elite
  • CXTECH - AVST Certified CX Tech
  • CCENT - Cisco Cert Entry Networking Tech
  • ITIL - IT Infrastructure Library
  • UPMCPM - UPMC Project Managment Course

  Act 31 Child Abuse Reporting with renewal

  Act 33 with renewal

  Act 34 with renewal

  Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran

Individuals hired into this role must comply with UPMC’s COVID vaccination requirements upon beginning employment with UPMC. Refer to the COVID-19 Vaccination Information section at the top of this page to learn more.

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.