IT Operations - Unified Communications

Position: IT Operations 3 - Unified Communications
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Job Title:

IT Operations 3 - Unified Communications## Department:

Health System Shared Services | Technology Deployment

Job Summary:

The ITOP S3 position ensures efforts are in alignment with Business Technology Solutions, within OSUWMC IT, to support customer-focused objectives and the IT Vision, a collaborative partner delivering innovative ideas, solutions, and services to simplify people’s lives.  As a ITOP S3 you ensure maximum availability and functionality for IP Telephony operations. You are responsible for evaluating and implementing VoIP hardware and software as well as developing and implementing a call center technology strategy.

Ensuring maximum availability of our communications facilities is your main responsibility.  While achieving availability and performance objectives by providing analysis, design, support, and implementing projects you are sure to be consistent with the company's policy and procedures.

Job Responsibilities:

Provide superior customer service utilizing a high-touch, customer centric approach focused on collaboration and communication.  Contribute to a positive team atmosphere.  Innovate and create value for the customer.
IP Telephony (Voice over IP) environment to ensure maximum availability and functionality for IP Telephony operations.  Administrator of Cisco products:
Call Manager, Unity, Presence, UCCX, PCCE  Administrator of Single Wire Informa Cast  Administrator of Cisco products:
Call Manager, Unity, Presence, UCCX, PCCE  Administrator of Cisco AV endpoints, Tele Presence, TPMS  Collaborate with colleagues to support company and departmental goals and objectives  Assists in the development and maintenance of network communications including work from home or disaster recovery agents  Document the company’s existing systems architecture and technology portfolio; make recommendations for improvements and/or alternatives  Assist in the development and deployment of infrastructure solutions for networking, communications and VOIP  On call rotation as part of the Communication’s Team responsible for telephony system

Minimum Requirements:

Education:

College diploma, 2-year technical degree in the field of Computer Science/Engineering or Information Systems or equivalent experience.  Certifications are recommended.

Experience:

Minimum of 4 years of experience in managing and maintaining Cisco Telecom Infrastructure  Minimum of 4 years of experience in managing and maintaining Cisco Video Infrastructure  In-depth, hands-on experience with the following systems:
Cisco Expressway, Cisco Unified Border Element, Voice Gateways (VG224/VG310/VG400)  Cisco IOS Gateways with Media Gateway Control Protocol (MGCP) and Session Initiation Protocol (SIP)  Cisco Jabber, Cisco Mobile & Remote Access, Cisco Finesse, Cisco call manager, PCCE, Unity Connections  Knowledge of network and PC operating systems, including Cisco IOS, Linux, Microsoft and VMware.  Proven experience in systems and network configuration, development, and implementation.  

Hands-on experience with scripting languages and automation.  Key Skills/

Competencies:

Analytical, conceptual, and problem-solving abilities  Strong written and oral communication skills  Architecture and technical support documentation skills  Strong interpersonal and consultative skills  Ability to conduct research into emerging technologies and trends, standards, and products as required  Ability to present ideas in user-friendly language  Ability to execute tasks in a high-pressure environment  Training end users on how to use the technologies  Experience working in a…