COVID-19 Vaccination Information

Across UPMC, our guiding principle is to always prioritize the safety of our employees, patients, and members. UPMC believes that vaccination is important, helps protect all, and advocates that everyone who can be vaccinated should be vaccinated.

UPMC complies with all governmental requirements related to local, state, and federal COVID-19 vaccination for employment. The Jan. 13 Supreme Court of the United States decision that the Centers for Medicare & Medicaid Services federal COVID-19 vaccine mandate will move forward requires UPMC to ensure employees either get vaccinated or receive a requested medical or religious exemption.

If you are not yet vaccinated, we urge you to get a vaccine now. You can schedule your COVID-19 vaccination through UPMC or visit a non-UPMC provider or UPMC Urgent Care location.

Proof of vaccination is not required upon hire; however, employees will be responsible for ensuring post-hire compliance by getting vaccinated or requesting a medical or religious exemption.

For more information about UPMC’s response to COVID-19, please visit UPMC.com/coronavirus.

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   Current UPMC employees must apply in HR Direct

Voice Telecom Analyst - Intermediate

  • Job ID: 220001CY
  • 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: $29.06 to $44.12 / hour

Description

Description

UPMC is actively hiring a Intermediate 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:
Voice Telecom Analyst - Intermediate is responsible for the day-to-day maintenance and support of the Telecommunications systems, including adds, moves, and changes on PBX, Voice Mail, wiring support, and maintenance of all voice related databases at UPMC and affiliated business units. The Voice Telecom Analyst - Intermediate reviews, organizes, communicates, and records all requests for voice services.

Why work at UPMC?

  • At UPMC, we develop strong leaders who support and engage incredible team members. Together, we create an exceptional UPMC Experience for our co-workers and our patients.
  • A recent study showed that UPMC benefits are 20% higher in value than other health care providers in our market. UPMC offers tuition reimbursement, competitive pay, generous paid time off, and much more.
  • AWARD-WINNING WORKPLACE: Ranked #1 for Best Places to Work for Women & Diverse Managers by the 2020 Corporate Equality Index.
  • We have a rewarding career ladder to grow your career with UPMC.


Responsibilities:

  • roubleshoot 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 2+ years of voice communications infrastructure design and support experience.
  • 2 to 4 years Contact Center experience with advanced skills based routing knowledge and workflow design development and testing to support preferred.
  • 1 to 2 years designing Inbound Voice and/or System Consultant for Avaya or Cisco contact center voice platform preferred.
  • Ability to perform basic math functions and quantitative analyses preferred. 
  • Ability to research, record, analyze and present statistical data clearly and concisely orally and in writing preferred. 
  • Proficiency in PC applications capable of handling multiple assignments preferred. 
  • Mastery of the essential knowledge base for an IT professional.
  • Ability to perform advanced IT procedures and protocols.
  • 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:
    • Bachelor's degree in Telecommunications, computer science, business administration or 2+ years-equivalent work experience preferred.
    • Completion of an academic degree including courses in computer programming, systems analysis, system development, or systems engineering.

Licensure, Certifications, and Clearances:
                Preferred Licensure:

      • ACIS - Avaya Cert Integration Spec
      • CXADMIN - AVST Cert CX Admin
      • ITIL - IT Infrastructure Library

 

UPMC is an Equal Opportunity Employer/Disability/Veteran

 

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.

   Current UPMC employees must apply in HR Direct

Security Alert

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If you suspect you have been a victim of a fraudulent UPMC job offer, please report the attempt using this form.