Mgr, Unified Communications – Cisco & Avaya; Hybrid Position
|Published||May 10, 2023|
Manager, Unified CommunicationsRush University Medical Center is one of the country's leading medical centers pushing the boundaries of healthcare services with innovative, compassionate, and accountable team members. Are you ready to challenge and grow your skills, contribute to providing top quality patient care, and enhance your career? Rush is a diverse and inclusive culture, and offers a competitive salary, and a valuable compensation package including health, dental and vision benefits, retirement, health savings accounts, and tuition assistance to invest in your future. Position SummaryThe Manager of Unified Communications plans, directs, designs, and executes IT-related activities and programs that are of a complex and critical nature through a team of direct reports. The manager selects, leads, counsels, motivates, sets expectations, and evaluates teams. Additionally, they confer with and advise direct reports on administrative policies and procedures, risks, issues, problem resolution, sourcing decisions, budget, and priorities. This person also assists in defining, implementing, and prioritizing IT systems, infrastructure, platforms, policies, procedures, and best practices. The Manager is responsible for identifying, defining, and enabling the creation of IT supply chains which aggregate people, processes, and technology for business needs. The Manager is responsible for the activities related to Information Technology (IT) in the company, involving the definition, design, architecture, development, maintenance and operation of systems, software, infrastructure, and platforms.The Manager of Unified Communications exemplifies the Rush mission, vision and values and acts in accordance with Rush policies and procedures.Position Highlights Rush is heavily invested in ongoing infrastructure upgrades. Manage Cisco & Avaya systems for Rush University Medical Center locations in Chicago, Oak Park and Copley. Heavy involvement with Rush's call center infrastructure. This full-time position offers a hybrid structure, healthy living benefits, paid time off, and a retirement plan with a company match. Our generous education assistance programs can be used for pursuing higher / continuing education and professional certifications. Responsibilities: Voice: Research, monitor, maintain and support UC technology. Integration of real-time, enterprise, communication services such as instant messaging (chat), presence information, voice (including IP telephony), mobility features (including extension mobility and single number reach), audio bridging, and wireless/handsfree device enablement and support (i.e., Vocera or Cisco Jabber). Supporting both Cisco and an Avaya infrastructure Contact Center: Research, maintain, and provide oversight for call recording, call queues/flows, Cisco, Cisco Agent Desktop (CAD), Agent Desktop, Finesse, Calabrio, post-call surveys, appointment center, and overall Unified Contact Center Enterprise (UCCE/PCCE) environment. Define, document, and enforce established network and security policy standards. Work with vendors on network design upgrades, investigate new technologies and be involved with Information Security and Disaster recovery testing. Respond to Help Desk ticket requests requiring additional technical support on issues such as network connectivity and related local area network issues. Establish a sound and stable networking environment by monitoring performance, troubleshooting network problems and outages, and scheduling upgrades. Create and add content to a knowledgebase by documenting issues and the causes and fixes for those issues. Work in conjunction with other IT departments to securely plan, deploy, design, and troubleshoot issues and implement new functions. Provide networking and security architectural and engineering support experience across local, regional, and global areas. Evaluate new technologies as appropriate and required to help build, maintain, improve, and document as our environment grows. Manage communication and coordination of resources during outage situations. Guide engineers from different groups to work together to resolve outages and restore business functionality as quickly as possible. Provide leadership to junior engineers and network operations team. Qualifications: Bachelor's degree in healthcare, Information Technology, Business, or related field (6 years combination of relevant experience and education may be considered in lieu of degree) 6 Years of relevant experience Demonstrated success leading and mentoring in the field of Unified Communications, Contact Center and enterprise file sync and share technologies. Demonstrated success in developing and supporting applications deployed in a 24x7 healthcare setting. Demonstrated success implementing and managing large, complex, enterprise-class solutions. Demonstrated success using effective communication and interpersonal skills to lead others directly or indirectly. Demonstrated success being proactive and innovative. Prior experience using industry established project management techniques in accomplishing strategic objectives. Experienced with ITSM functionalities such as change control, CMDB, ticket system. In depth understanding of disaster recovery, design, implementation, and testing. Strong working knowledge of routing and switching technologies. Experience with Quality of Service, for Voice and Video Ability and availability to work occasional nights/weekends assignments as necessary Demonstrated ability to work independently and within a team environment to ensure performance, reliability, and security in a dynamic 24-7-365 production network environment. Some travel in the Chicago land area may be required. Customer focused attitude Excellent communications skills both written and verbal. Preferred Qualifications: Bachelor's degree in information technology, Business, or related field Diversified background of technical infrastructure experience and demonstrated project management acumen, excellent vendor management skills, a superior, service-oriented approach IT operations. Five (5) years of experience planning and implementing mid-to large-scale Unified Communication (UC) projects. Five (5) years of experience leading technical teams. Five (5) years of experience with infrastructure technology support and implementation Fluent knowledge of modern Unified Communications systems (i.e., Cisco UC, Contact Center, and transport technologies like SIP and WAN protocols) ITIL foundations IVR Experience (Five9's, Amazon, Genesys) Cloud experience a plus Experience with Cisco DNA, ACI, and Netskope Company Highlights: Rush is an academic health system comprising Rush University Medical Center, Rush Copley Medical Center and Rush Oak Park Hospital. For demonstrating leadership in the use of information technology, Rush University Medical Center and Rush Oak Park Hospital have been listed among the most wired hospitals in the nation by Hospitals & Health Networks magazine. Rush was recently ranked among the top 20 hospitals in the nation by U.S. News & World Report. Rush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.