Unified Communications Analyst II

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.

Supports enterprise voice, collaboration, and contact center systems across hospital and clinic environments. Designs, tests, and enhances unified communications solutions to support clinical and business operations while demonstrating MLH Mission, Vision, and Values. From a staff position, and under general supervision, functions as a member of various multi-disciplinary teams or with assignments in complex Clinical and Business Information Technologies.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

Supports enterprise voice, collaboration, and contact center systems across hospital and clinic environments. Designs, tests, and enhances unified communications solutions to support clinical and business operations while demonstrating MLH Mission, Vision, and Values. From a staff position, and under general supervision, functions as a member of various multi-disciplinary teams or with assignments in complex Clinical and Business Information Technologies.

• Support Cisco Unified Communications systems across hospitals, clinics, and enterprise locations.
• Troubleshoot issues related to Cisco Call Manager, Cisco Unity, Webex Calling, VoIP, call routing, and related UC platforms.
• Help maintain reliable voice and collaboration services across healthcare operations.
• Provide direct end-user support in a hospital and clinic setting.
• Assist with migrations from legacy telecom systems to Cisco Unified Communications platforms.
• Support users and locations during cutovers, upgrades, and post-migration stabilization.
• Work with internal IT teams to resolve technical issues.
• Support contact center users and related call flow issues.
• Document issues, resolutions, changes.
• Maintain a flexible, service-oriented approach in a demanding healthcare environment.
• Participate in an on-call rotation to support operational needs after hours/weekends.

• Required
  - Associates Degree Computer sciences or a related IT field

• Required
  - Must have at least three (3) years of related experience in telecommunications, VoIP
• Substitution
  - Five (5) years of applicable Unified Communications experience, in lieu of education requirements.

• Hands-on experience supporting Cisco Unified Communications technologies
• Experience with CUCM, Webex Calling, Unity
• Understanding of VoIP troubleshooting and SIP trunking concepts
• Demonstrated MS Office skills
• Demonstrated ability to exercise sound judgment.
• Demonstrated oral and written communication skills.
• Demonstrated potential for leadership.

• There are no supervisory or lead responsibilities assigned to this position.

• Subject to call back at all times. Must provide own transportation. Ability to travel to any area of the organization, both local and remote as needed.
• Subject to standard office working conditions with intermittent exposure to noisy computer equipment.
• Required to sit for extended periods.
• Ability to understand complex verbal and written communications, and respond verbally or in writing as appropriate. Typical mediums of communication include face-to-face dialog, telephone, memos, and electronic mail.
• Ability to…