Unified Contact Center Engineer

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Stratford, CT
Aug 24, 2020


Job Description


To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under the general direction and supervision of the Unified Communications Manager, the Senior Telecom Voice Administrator has responsibility for the planning, design, support, installation and maintenance of the corporate Voice infrastructure and associated software. Works at a high technical level and maintains effective communication with management, user departments, and other support organizations. This position is responsible for the execution of all operational tasks required to implement a highly scalable and available multi -vendor voice infrastructure. Documents all changes that take place on the voice communications network and platforms according to the established organizational procedures and standards of Yale New Haven Health System ITS.



  • 1. Responsible for on time delivery of advanced technology solutions. Determine requirements, develop and recommend voice hardware, software, & tools to satisfy the business objectives. Evaluate feasibility of new voice designs as they become available, recommend their implementation and develop an implementation schedule. Test, evaluate and install new hardware, software and tools as they relate to the corporate voice infrastructure. Deliver complex voice designs and solutions that are custom in nature, either by self or collaborating with other engineers. Mentor and assist junior engineers for this responsibility as well as provide leadership and guidance in the research and evaluation of communications technologies and products. Provide high level of technical skill to resolve complex voice problems. Provide high level of technical skill to resolve complex voice problems. Work collaboratively across technical, customer, and management constituents to ensure a quality and timely service delivery. Perform other job duties and responsibilities as assigned.



Bachelor's Degree in Computer Science or related discipline or technical training and /or related experience/equivalent in Cisco Call Manager technologies.


At least seven (7) years of experience in a technical services function in a complex distributed Enterprise Cisco Call Manager environment. Experience and knowledge in a large complex voice environment is required. Experience and knowledge preferred in the following areas: Voice architecture, design, and implementation and integration management experience including Cisco Unified Communications Manager (CUCM), Cisco Unity, Connection (CUC), Cisco Unified Contact Center Express (CUCCX), Packaged Contact Center Enterprise (PCCE) and Cisco Unified Contact Center Enterprise (UCCE).Experience designing and implementing a redundant, highly available, vendor-diverse voice infrastructure topology in a 24x7x365 environment.


Cisco Certified Network Professional (CCNP) highly desirable. Cisco Unified Call Manager (CUCM experience required.


In depth knowledge of SIP, SCCP, MGCP, H.323 TCP/IP, and VoIP protocols as well as a good understanding of voice design, performance, and security concepts. Operational experience implementing enterprise voice equipment including routers, switches, firewalls and VoIP products including Cisco voice gateways, Cisco Unified Communications Manager (CUCM), Cisco Unity, Connection (CUC), Cisco Unified Contact Center Express (CUCCX) and Packaged Contact Center Enterprise (PCCE). SecureLogix a plus. Strong understanding of voice architecture practices and experience within a corporate voice environment. End to end VoIP QoS and voice packet capture understanding highly desirable. Ability to work effectively under pressure and function in a fast paced collaborative team setting. Demonstrated capacity to acquire new skills efficiently and ability to blend technical expertise and business perspective. Able to make logical decisions regarding the best method to accomplish goals or solve a problem and is guided by precedent and general policy in making decisions. Able to coordinate and obtain cooperation of others and to handle controversial issues tactfully.


Work with hand tools requiring dexterity, skillful eye to hand coordination and repeated motion. Must have average to above average eyesight and be able to easily distinguish colors and shading. Must have average to above average hearing required to easily distinguish between various audible alerts emitted from devices. Frequent walking, standing and travel between all YN


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Job Info

Job: 12611

Department: ITS Network Services
Status: Full Time Benefits Eligible
Shift: D
Hours: 40