Nemours Hiring for Sr. Telecoms Voice Analyst (Telecom Support) Job at Orlando, FL Full Time

Nemours is seeking a Sr. Telecoms Voice Analyst (Telecom Support), Full-Time, to join our Nemours Children’s Hospital team in Orlando, Florida.

Located in Orlando, Fla., Nemours Children’s Hospital is the newest addition to the Nemours integrated healthcare system. Our 100-bed pediatric hospital also features the area’s only 24-hour Emergency Department designed just for kids as well as outpatient pediatric clinics including several specialties previously unavailable in the region. A hospital designed by families for families, Nemours Children’s Hospital blends the healing power of nature with the latest in healthcare innovation to deliver world-class care to the children of Central Florida and beyond. In keeping with our goal of bringing Nemours care into the communities we serve, we also provide specialty outpatient care in several clinics located throughout the region.

The Sr. Telecoms Voice Analyst/Senior Communications Analyst is a technical leadership role providing expert level technical support for the Cisco Unified Call Center and IP based phone system for the Nemours Enterprise. This position will require 3+ years of senior level experience managing, implementing and maintaining a Cisco CUCM, Unity Connection and UCCE environment. This role will include hands on troubleshooting, problem solving and issue resolution for system hardware, software and networking failures.

As a senior level technician, this position will define project requirements and provide estimates on timing for project tasks. Using expert industry knowledge, this role will perform advanced tasks including building out call centers, code development for advancing call center capabilities, and performing system upgrades. The Senior Communications Analyst will provide high-level input to any system architecture change and provide Tier 3/expert level support. This role will be required to partner with customers and various internal/external organizations to ensure deliverables are met. Mentoring, coaching junior analysts will be part of this roles responsibility.

• Coordinate vendors, maintenance and upgrades to minimize downtime and/or impact on end users.
• Proactively monitor and analyze system resources to ensure optimal performance and develop plans to accommodate capacity for future growth.
• Provide leadership and guidance in the allocation of department resources (staff, materials, budget, etc.).
• Perform routine systems tasks and resolve assigned Help Desk tickets in a manner consistent with service level guidelines and Nemours customer service expectations.
• Interact with customers and establish customer relationships to gather and analyze customer needs, assess available resources and determine optimal solutions.
• Develop project plans incorporating resource estimates (time, cost, etc.) for project tasks and manage projects, as assigned.
• Collaborate with members of other enterprise functional teams to proactively assess team impact and ensure goals/objectives are supported.
• Advise management on technological aspects of the position, evaluate vendor products and make recommendations on product/service selection and current system upgrades.
• Train, educate and mentor staff, as necessary.
• Provide software oriented administrative support on Cisco communication platforms, execute procedures for end-user oriented break/fix repair, and move, add, change (MAC) requests.

Job Requirements

• Associate’s Degree required.
• Minimum of 3+ years of senior level experience managing, implementing and maintaining a Cisco CUCM and Unity Connection environment required.
• Minimum of 3+ years of senior level experience in scripting, managing, implementing, and maintaining a Cisco Contact Center UCCE Enterprise required.