Job Description

Plans and organizes the activities in support of day-to-day and after-hours support for Network, Engineering, and Communication Operations including but not limited to the diagnosing, configuring and documenting complex network and communication problems. Responds to unexpected network and communication issues affecting the health system's clinical and administrative communities. Provides day-to-day oversight of engineers.

Highly Preferred:

• Enterprise Telecom Engineering Expertise: Demonstrated experience serving as a technical lead for the design, engineering, programming, and configuration of enterprise telecom systems — including voice, VoIP, PBX, SIP trunking, wireless, and unified communications platforms — ideally within a healthcare or multi-site environment.

• Advanced Troubleshooting & Diagnostics: Proven ability to lead the resolution of complex Level 2/3 telecommunications issues across distributed locations, applying structured diagnostics, root cause analysis, and real-time guidance to field technicians and third-party service providers.

• Hands-On Infrastructure Delivery: Extensive experience performing site preparation activities (cable pulling, termination, station apparatus installation, operational testing) and executing moves, adds, and changes (MACs) across PBX, voicemail, ACD, wireless, and peripheral systems with a focus on documentation and repeatability.

• Telecom Project Management: Track record of managing telecom projects end-to-end — including scope definition, milestone tracking, stakeholder communication, vendor coordination, SLA oversight, and closeout documentation — with the ability to identify and escalate risks, dependencies, and technical blockers proactively.

• Strategic Advisory & Stakeholder Collaboration: Experience partnering with senior leadership, IT teams, and clinical stakeholders to evaluate emerging communication technologies and deliver actionable recommendations aligned with operational efficiency and patient care goals.

• Subject Matter Expertise & Architecture Contribution: Ability to serve as an internal consultant on telecom-related decisions, contributing meaningfully to architecture reviews, procurement evaluations, standards development, and system optimization initiatives focused on cost reduction and capability enhancement.

• Cross-Functional Liaison Skills: Demonstrated success serving as a technical liaison between IT Telecommunications, facilities/engineering, clinical departments, and third-party carriers and vendors to ensure alignment and accountability.

• Documentation & Standards Development: Strong commitment to developing and maintaining comprehensive documentation — including network/infrastructure diagrams, SOPs, knowledge base articles, configuration baselines, and change records — and contributing to telecom engineering playbooks that drive consistency across locations.

• Regulatory & Compliance Acumen: Working knowledge of HIPAA regulations, Joint Commission standards, and healthcare industry best practices as they relate to telecom infrastructure and operations.

• Availability & Physical Readiness: Willingness to maintain full-time, on-site presence across health system locations, participate in on-call rotation for emergency response, work outside normal business hours for maintenance or migrations, and physically access telecom closets, cable pathways, and infrastructure across clinical and administrative facilities.

  Technical Skills

• In-depth knowledge of telecom technologies, networking principles (LAN/WAN/QoS), and structured cabling infrastructure.

• Hands-on expertise with enterprise platforms such as NEC, Avaya, Genesys Cloud CX, or equivalent.

• Proficiency with ITSM platforms (ServiceNow or equivalent), diagramming tools (Visio/AutoCAD), and telecommunications management systems.

• Familiarity with hospital-specific systems including paging, nurse call, overhead communications, and mass notification.

• Strong analytical and problem-solving skills with the ability to make sound decisions independently under pressure.

  Soft Skills

• • Excellent communication and interpersonal skills with the ability to translate complex technical topics for non-technical audiences.

• • Self-directed, organized, and accountable — able to manage competing priorities with minimal oversight.

• • Collaborative mindset with a strong sense of ownership and commitment to patient care quality.

Job Responsibility

1.Plans and organizes the activities of day-to-day and after hours support of networking engineering and communication operations 24/7/365.
2.Coordinates the daily engineer team assignments to include but not limited to; incident management, device configuration reviews, and device change configuration reviews.
3.Reports metrics for proactive and predictive analysis.
4.Implements recommendations based upon these metrics to drive improved network, communication, and clinical application performance.
5.Responsible for managing assigned Incident and Change queues, and ensures that they are meeting established Service Level Agreements.
6.Ensures change management procedures are followed.
7.Implements recommendations for resources required to maintain and improve service levels.
8.Ensures all documentation is accurate and up to date; provides training and documentation to team as needed.
9.Uses knowledge and skills to contribute to the development of functional objectives and principles to achieve goals in innovative ways. Problems addressed are of diverse scope and complexity ranging from moderate to substantial.
10Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

•Bachelor's Degree required, or equivalent combination of education and related experience
•5-7 years of relevant experience, required

• Industry certifications such as Avaya Certified Specialist, Unified Communication as a Service (UCaaS), Genesys Cloud CX, PMP, or equivalent (preferred).

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).