Unified Communications Analyst II

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.

Supports enterprise voice, collaboration, and contact center systems across hospital and clinic environments. Designs, tests, and enhances unified communications solutions to support clinical and business operations while demonstrating MLH Mission, Vision, and Values. From a staff position, and under general supervision, functions as a member of various multi-disciplinary teams or with assignments in complex Clinical and Business Information Technologies.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
Supports enterprise voice, collaboration, and contact center systems across hospital and clinic environments. Designs, tests, and enhances unified communications solutions to support clinical and business operations while demonstrating MLH Mission, Vision, and Values. From a staff position, and under general supervision, functions as a member of various multi-disciplinary teams or with assignments in complex Clinical and Business Information Technologies.

What you will do

• Support Cisco Unified Communications systems across hospitals, clinics, and enterprise locations.
• Troubleshoot issues related to Cisco Call Manager, Cisco Unity, Webex Calling, VoIP, call routing, and related UC platforms.
• Help maintain reliable voice and collaboration services across healthcare operations.
• Provide direct end-user support in a hospital and clinic setting.
• Assist with migrations from legacy telecom systems to Cisco Unified Communications platforms.
• Support users and locations during cutovers, upgrades, and post-migration stabilization.
• Work with internal IT teams to resolve technical issues.
• Support contact center users and related call flow issues.
• Document issues, resolutions, changes.
• Maintain a flexible, service-oriented approach in a demanding healthcare environment.
• Participate in an on-call rotation to support operational needs after hours/weekends.

Education Qualifications

• Required - Associates Degree Computer sciences or a related IT field

Experience Qualifications

• Required - Must have at least three (3) years of related experience in telecommunications, VoIP
• Substitution - Five (5) years of applicable Unified Communications experience, in lieu of education requirements.

Skills and Abilities

• Hands-on experience supporting Cisco Unified Communications technologies
• Experience with CUCM, Webex Calling, Unity
• Understanding of VoIP troubleshooting and SIP trunking concepts
• Demonstrated MS Office skills
• Demonstrated ability to exercise sound judgment.
• Demonstrated oral and written communication skills.
• Demonstrated potential for leadership.

Supervision Provided by this Position

• There are no supervisory or lead responsibilities assigned to this position.

Physical Demands

• Subject to call back at all times. Must provide own transportation. Ability to travel to any area of the organization, both local and remote as needed.
• Subject to standard office working conditions with intermittent exposure to noisy computer equipment.
• Required to sit for extended periods.
• Ability to understand complex verbal and written communications, and respond verbally or in writing as appropriate. Typical mediums of communication include face-to-face dialog, telephone, memos, and electronic mail.
• Ability to interpret equipment status indicators to determine appropriate operating condition. Indicators may include visual and/or auditory techniques or cues.
• Ability to read and understand technical manuals and other documentation to determine correct action, safety precautions, and other conditions of proper hardware and software operation.
• Ability to work varying hours due to the accessibility of individuals or equipment involved in different projects, the need to minimize system downtime or Customer interruption, or to recover from hardware or software failures.
• Will occasionally experience stressful working conditions due to tight project schedules and hardware or software problems.
• Ability to occasionally lift and/or move equipment up to 25 pounds without assistance. Must occasionally lift and/or move equipment up to 40 pounds with assistance.
• Ability to occasionally crouch, kneel, bend and/or crawl to access, inspect, connect, position or perform other operations on equipment. Some locations, such as Customer or equipment locations, may present very close quarters.
• Ability to occasionally use small hand tools and be able to manipulate small equipment components such as screws, nuts, or other fastening devices as usually found on computer equipment.
• Subject to regular periods of repetitive hand motion in the operation of computer terminals and other equipment.

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.

Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.