Engineering Analyst II

FLSA Status

Exempt

The Telecom Engineer is responsible for designing, implementing, and maintaining enterprise voice and unified communications systems with a strong focus on Cisco Unified Communications Manager (CUCM), Call Center Solutions (UCCE), Interactive Voice Response (IVR) solutions, Cisco Unified Border Element (CUBE) routers, and surrounding tertiary systems. This role ensures optimal performance, scalability, and reliability of Eskenazi Health’s telephony infrastructure.

• Configure, manage, and optimize Cisco Call Manager clusters
  , CUBE routers, and voice gateways.
• Maintain and enhance IVR systems
  and call flow logic.
• Integrate voice systems with external applications, PSTN, and SIP providers.
• Perform root-cause analysis and resolve complex voice and signaling issues.
• Manage system upgrades, patches, and migrations with minimal downtime.
• Monitor voice network performance and capacity, implementing improvements as needed.
• Provide Tier 2 support and collaborate with fellow telecom staff.
• Collaborate with network, security, and application teams to ensure unified communications stability and compliance.

Core Skills and Technologies:

• Cisco Unified Communications Manager (CUCM)
• Cisco Unified Border Element (CUBE)and voice gateways (ISR/ASR series)
• IVR/Contact Center
  platforms (e.g., Cisco UCCE or similar)
• SIP, H.323, MGCP
  , and call routing protocols
• Troubleshooting tools: RTMT, Wireshark, and Cisco CLI
• Experience with CUCM upgrades, dial plans, and cluster management

• Bachelor's degree in Computer Science or related field, or a minimum of five years varied/related experience in a hospital or large institution data processing environment may be accepted in lieu of educational requirements

The ideal candidate will possess practical technical experience in Cisco voice technologies, SIP trunking, call routing, and VoIP integration, as well as hands‑on experience with voice gateways, call recording systems, and contact center platforms.