POSITION SUMMARY

The IT Unified Communications Analyst is responsible for maintaining the Information Technology (IT) Unified Communications (Telephony) Infrastructure within all Orlando Health facilities. This role performs a variety of tasks including monitoring, troubleshooting, upgrades and protection of the organization’s telephony and communications infrastructure and performing Tier II support. This position requires exemplary customer service to Orlando Health customers.
Responsibilities:

SKILLS NEEDED

• Understanding of Cisco Packaged Contact Center Enterprise architecture
• Understanding of Cisco Packaged Contact Center Enterprise architecture
• Experience with configuration, scripting, and troubleshooting in PCCE environments
• Familiarity with CUCM (Cisco Unified Communications Manager) - Configuration and support of agent phones, dial plans, device profiles
• CVP (Customer Voice Portal), ICM (Intelligent Contact Management), and Finesse.
• Knowledge of PG configuration and CTI route points, CTI servers
• Understanding of PSTN integration and voice gateway configuration
• Experience with Cisco CUIC (Cisco Unified Intelligence Center)
• Understanding of integration with Verint or other recording platforms
• Ability to translate technical issues into business-friendly language

EDUCATION/TRAINING

Associate’s degree recommended. Two (2) years of directly related work experience may be substituted for the Associates degree (in addition to the requirements listed in the Experience section).

EXPERIENCE

• A minimum of one (1) year of telecommunications or information technology hands-on support experience. Along with a basic knowledge of networking and Voice Over IP (VOIP) technology.

• Assists with the installation, configuration, and ongoing usability of telephony, communication and collaboration devices.
• Supports systems, servers, and their applications on day-to-day issues.
• Strong understanding of both Cisco VoIP, traditional telephony, and contact center technologies.
• Writes and maintains technical documentation including standards, configurations, and procedures.
• Works closely with all IT teams as needed to coordinate effective problem resolution and service restoration.
• Consistently responds to monitoring alerts and takes appropriate action.
• Works with Telecom vendors to efficiently resolve incidents and sees the case end-to-end.
• Maintains Service Desk tickets updated to align with IT goals.
• Leads, plans, and implements telephony projects and assists with go-live support.
• Provides complex analysis and evaluation of telephony systems, processes, and workflowsto ensure corporate system needs are met in a cost effective and timely manner.
• Inventories and corrects records of all Telecommunication assets in (Cherwell, CMDB, etc).
• Understands basic Internet Protocol and network terminology.
• Shift varies to support the needs of the business to have an operational 24x7x365 telephony environment.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Creates and maintains interdepartmental relationships.
• Trains and helps develop IT Unified Communication Analyst Associates.
• Maintains knowledge on current industry trends.