Unified Communications Engineer

  • HCA
  • Sugar Land, TX, USA
  • Mar 10, 2019

Job Description

Job Code: 25393-14091


No Weekends


At its founding in 1968, Nashville-based HCA was one of the nation's first hospital companies. Today, one of the nation's leading providers of healthcare services, HCA is comprised of locally-managed facilities that include more than 250 hospitals and freestanding surgery centers in 20 states and the United Kingdom, employing approximately 230,000 people. Approximately four to five percent of all inpatient care delivered in the country today is provided by HCA facilities resulting in more than 26M patient encounters each year.

HCA is committed to the care and improvement of human life and strives to deliver high quality, cost effective healthcare in the communities we serve. Building on the foundation provided by our Mission & Values, HCA puts patients first and works to constantly improve the care we provide by implementing measures that support our caregivers, help ensure patient safety and provide the highest possible quality.

Additional Facts:

• Ranked 63 in Fortune 500
• Computerworld Top 50 Best Places to Work in IT since 2009
• Named one of the "World's Most Ethical Companies" since 2010
• 106 HCA hospitals are on The Joint Commission's list of top performers on key quality measures.

Job Summary
The Unified Communication Engineer is responsible to perform moderately complex unified communications telephony support to support division based installation of Unified Communication and equipment. Under minimum supervision is responsible for providing routine move add change requests as well as telephone programming to dial plans and dial route patterns. Responsible to respond to trouble tickets and work order requests to support customer requests for telephony and video support. Responsible for the programming and deployment of telephony endpoints and fax services. Utilizes software and hardware tools, identifies, and diagnoses routine to moderately complex problems and factors affecting network performance. Serves as Subject Matter Expert for telephony issues to support local facility staff for all unified communications issues. Follows established procedures for supporting business service applications, routers, switches, servers, circuits and other computer hardware infrastructure. Applies technical skills and procedures appropriate for the position.

General responsibilities:
• Install unified communication applications; internal/external servers, network hardware, and related infrastructure.
• Provide Move, Adds, and Changes for telephony request to include programming and deploying of end points as well as software groups, system parameters, class of service.
• Support Voice Mail (Unity Connections) support for routine individual user requests as well as hunt groups, call vectors, automatic call distribution groups (ACD's).
• Perform all unified communication administration on voice and video solutions, making routine software changes, maintaining records, and maintaining equipment inventory.
• Ability to monitor unified communication voice operations to identify and solve technical operating problems.
• Liaisons with unified communications and telecommunications vendors during trouble determination, evaluation, and resolution and processes all repair orders accurately and quickly to ensure technician response.
• Respond to complex and technical user service requests/inquiries that involve problem recognition, research, isolation and resolution.
• Install, troubleshoot and maintain telephony infrastructure to support fax machines.
• Install, troubleshoot and maintain interface between Unified Communications infrastructure and facility overhead paging infrastructure.
• Install and maintain cabling plant infrastructure for Analog telephony installations that are supported on Unified Communications Infrastructure.
• Ability to comprehend and implement best practices for Unified Communications, analyze routine production problems and select corrective action.
• Interfaces with customers and senior engineers to translate business acumen and rules into unified communication application requirements and deliverables.
• Researches error messages and uses analytical and problem solving skills to take necessary corrective actions.
• Maintains unified communication architecture diagrams, problem documentation and actions taken.
• Guide, train, instruct, and assists Associate Engineers and peers on unified communications best practices and resolving technical issues.
• Customer service orientation: Asks questions and conducts investigations in response to customers' requests for assistance on day-to-day needs. Updates customers on progress. Instructs customers on how to use applications and apply them to their business processes. Escalated to appropriate parties as needed.
• Flexibility: Translates changes in circumstances and sets criteria by which to re-prioritize works. Responds to change be learning new tasks, learning additional responsibilities, and absorbing additional work. Works around constraints and limitations.
• Problem solving: Investigates defined issues with uncertain but limited cause. Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems. Suggest alternative approaches that meet the needs of the organization. Escalate issues with suggestions for further investigation and options.
• Attention to detail: Ensures that work meets quality standards. Takes initiative to ensure that outcomes meet internal and external customer requirements. Solicits feedback on performance in assigned tasks. Measures accuracy using performance metrics. Sets improvement standards to reduce errors, omissions, and oversights.
• Risk Management: Identifies risks as incidents occur within own area of works. Takes action to prevent problems recurring. Follow established risk-monitoring procedures.
• Vendor Management: Follows procedures for working with vendors and partners in resolving day-to-day problems within defined guidelines. Suggests improvements in workflows and handoffs between vendor and partners and their own organization. Escalates non-routine questions and problems.
• Foundation Architecture Knowledge: Understands the concept and usefulness of foundation architecture in the development and deployment of software and hardware. Can describe foundation architecture in their own work area.
• Network Technology Knowledge: Applies and interprets the fundamental principles of network technology. Solves day-to-day data and voice networking problems. Undertakes routines preventative maintenance and troubleshooting on components used in voice and data networking. Reports on problems and may recommend appropriate remedial action.
• Adheres to and supports HCA IT&S standards, policies and procedures.
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Adheres to Code of Conduct and Mission & Value Statement.

Responsibilities: Essential responsibilities of the job. Assign a percentage of time spent on each responsibility.

% of Time Description of Responsibility
50% Responsible ensure that work requests and incidents and completed in accordance with established SLAs. Escalates complex problems for unified communications problem to senior engineers and assists in resolving division and facility-wide incidents and problems. Provides excellent customer service, manages difficult or emotional customer situations, responds promptly to customer's needs; responds to requests for service and assistance

25% Monitors unified communications infrastructure to ensure system reliability and availability and compliance with HCA standards and best practices. Collaborates with senior engineers and peer on support for unified communications infrastructure and develop ongoing best practices to support unified communications and support for related systems.

15% Responsible to work with facility leadership to support unified communications to meet business needs while controlling costs.

5% Update as built drawing and maintains documentation of installed unified communications infrastructure.

5% Other duties as assigned

Qualified candidates will have 3+ years of relevant work experience

Other Qualifications:
Expertise and familiarity needed in the following areas:
• Organizational Support - Follows policies and procedures
• Planning/Organizing - Prioritizes and plans work activities, uses time efficiently
• Dependability - Takes responsibility for own actions, responds to management direction, keeps commitments
• Quality - Demonstrates accuracy and thoroughness, looks for ways to improve and promote quality
• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment
• Professionalism - Approaches others in a tactful manner, reacts well under pressure
• Adaptability - Adapts to change, manages competing demands; Changes approach or method to best fit
• situation; Able to deal with delays, or unexpected events.
• Strong troubleshooting skills and a bit-level understanding of core networking technologies to include routing and switching with an emphasis on Cisco network equipment.
• Ability to configure basic to medium complexity routing and switching configurations and troubleshooting network switch problems
• Ability to configure and troubleshoot legacy telecom PBX based systems to include administration, configuration, and troubleshooting.
• Proficient knowledge regarding network design and the different protocols to include routing and switching technologies
• Proficient knowledge for unified communications with detailed knowledge of Cisco Voice over IP Telephony to include: Call Manager, Unity Connections, Emergency Responder, Presence, Expressway.

CCNA or CCNA-Voice (Unified Communications) preferred

Physical Demands / Working Conditions:
Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations. Some after-hours work will be required occasionally. Office environment but at times may include patient care settings. Must be able to lift server components to build, rack and configure servers, ability to lift up to 50 lbs.

Some travel may be required.

OSHA Category: The normal work routine involves no exposure to blood, body fluids, or body tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way.

Last Edited: 03/08/2019