Job Description

Essential Responsibilities:

• Provide Tier 2/3 support for Avaya Communication Manager 10.1/10.2 and related VoIP infrastructure, including Session Border Controllers (SBCs), voicemail, and call routing.
• Serve as technical support for integration and operation of unified communications tools including: Oracle Cerner CareAware Connect, TigerConnect, Microsoft Teams (voice, chat, and meetings), iOS and Spectralink wireless handsets.
• Coordinate MAC requests and troubleshoot system-wide telecom issues.
• Train users on phone systems, voicemail trees, and UC features.
• Maintain telecom asset inventory, documentation, backup schedules, and change management records.
• Assist in telecom project implementations, including facility expansions and system upgrades.
• Collaborate with clinical and IT teams to support communication workflows, on-call scheduling, and smart device provisioning.
• Manage data circuits with carriers and maintain fiber/copper backbone documentation.
• Support and test critical emergency systems including Code Blue, Overhead Paging, Emergency Notification, and power failure redundancy.
• Ensure compliance with HIPAA, Joint Commission standards, and national patient safety goals as they relate to communication technologies.
• Assist with configuration, maintenance, and support of CareAware Connect and CareAware Administrator modules to ensure reliability and optimal performance in clinical communication workflows.
• Support the administration and integration of Oracle Cerner iCommand systems to enhance centralized monitoring and remote support capabilities.

Minimum Qualifications:

Education:

Associate’s Degree in related area (or experience equivalent).

Bachelor’s Degree in related area (or experience equivalent) preferred.

Experience

Minimum 3 years of experience with enterprise telecommunications systems and unified communications.

Licensure

Avaya ACIS or ACSS Certification preferred

ITIL Foundations or equivalent service management training desirable

Knowledge/Skills/Abilities

Knowledge of Avaya, SIP, VoIP, call flow design, and QoS principles.

Experience supporting TigerConnect and CareAware Connect.

Proficient in mobile device deployment (iOS, Android, Spectralink).

Strong interpersonal and customer service skills.

Ability to analyze, document, and improve communication workflows.