Unified Communications Engineer Associate

Essential Functions

• All team members are expected to be knowledgeable and compliant with Prisma Health's purpose: Inspire health. Serve with compassion. Be the difference.

• Administers, configures, and supports Unified Communications systems (e.g., Cisco Unified Communications Manager, Unity, voice gateways, session border controllers, Webex, etc.).

• Documents system configurations, processes, and troubleshooting procedures to ensure best practices and continuity of operations.

• Works with vendors and service providers to manage external communication services.

• Validates and ensures carrier and vendor's work observes and meets Prisma Health IT standards and Industry Best Practices.

• Collaborates with cross-functional teams (IT, network engineers, security, and end users) to align communication systems with business goals.

• Participates in projects to deploy, upgrade, or enhance communication solutions and ensure projects are delivered on time, within budget, and meet required specifications.

• Leads efforts in incident response, ensuring minimal downtime and maximum system uptime.

• Collaborates with cross-functional teams (network, security, IT support) to ensure a seamless communication experience across the organization.

• Prioritizes work assignments including Incidents, Problems and MAC orders ensuring response is within the established service level agreements.

• Manages user access, permissions, and security settings within UC platforms.

• Provides technical support and training to end-users, helping them leverage UC tools effectively.

• Troubleshoots and resolves technical issues related to UC systems, including user endpoint devices (phones, video devices, softphones, etc.).

• Available onsite or remote during scheduled or unscheduled network maintenance and outages to assist in new implementations, upgrades, or problem resolution.

• Shares On-Call rotation duty

• Performs other duties as assigned.

Supervisory/Management Responsibilities

• This is a non-management job that will report to a supervisor, manager, director or executive.

Minimum Requirements

• Education - Bachelor's degree in a related field of study

• Experience - No experience required.

In Lieu Of

• In lieu of the education and experience requirements noted above, and equivalent combination of work/academic experience may be considered (i.e., Associates and two years of experience, High school diploma and four years of experience)

Required Certifications, Registrations, Licenses

• Valid driver's license, an acceptable motor vehicle record as defined by the Acceptable Motor Vehicle Record (MVR) Chart, and proof of auto insurance.

• Relevant certifications such as Cisco Certified Support Technician (CCST), Cisco Certified Network Associate (CCNA), or Certified Telecommunications Network Specialist (CTNS) preferred

Knowledge, Skills and Abilities

• Knowledge of UC platforms (e.g., Cisco Call Manager, Cisco Webex, Avaya, etc.).

• Understanding of VoIP, SIP, video conferencing, and messaging technologies.

• Experience managing and troubleshooting telephony systems, call centers, voicemail, and conference bridges.

• Familiarity with networking concepts and protocols (e.g., IP, DNS, DHCP, VLANs, QoS).

• Troubleshooting and problem-solving skills, with the ability to resolve technical issues.

• Ability to collaborate with cross-functional teams and vendors to deliver seamless communication solutions.

• Strong organizational skills and the ability to manage multiple projects and tasks simultaneously.

• Communication skills with both technical and non-technical stakeholders.

• Ability to work independently and provide exceptional customer service to end-users.

• Familiarity with call center solutions, IVR systems, and related integrations.