SUMMARY:

Under the direction of the Manager of Network Engineering and general supervision of senior staff, the incumbent is responsible for the configuration, implementation, and operational management of the enterprise unified communications infrastructure and systems within Brown University Health. This position provides project and operational support for the enterprise unified communications infrastructure. The incumbent functions as a team participant in the control and support of Brown University Health’s unified communications infrastructure and unified communications systems supporting voice (IP telephony and traditional analog TDM services), audio, video conferencing, call control, messaging (voicemail and fax) and customer contact center technologies and solutions. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate

RESPONSIBILITIES:

• Provision unified communications services.
• Provision traditional analog services and voip services.
• Provide end-user telephony support.
• Perform moves, adds and changes.
• Configure, install and troubleshoot digital and analog phone sets.
• Create and configure voice mailbox.
• Support Call Center telephony infrastructure and services.
• Provide call detail reports as requested.
• Build and configure enterprise unified communications systems and infrastructure.
• Adheres to established design & configuration standards.
• Provide support for assigned projects.
• Collaborate with staff on assigned projects.
• Meet established schedules and timelines.
• Ensure implemented solution meets project deliverables and adheres to defined standards and best practices.
• Provides operational support for the enterprise unified communications infrastructure and related technologies.
• Performs proactive management and monitoring of the infrastructure and systems.
• Schedules, plans, and performs scheduled maintenance to ensure systems are operating at optimal levels and running on the latest stable code.
• Performs on-going assessment and enhancements of infrastructure and systems.
• Conducts routine capacity planning.
• Create and maintain network documentation, standards, diagrams, support, and project documentation.
• Maintain hardware inventories of equipment and assets.
• Build knowledge and technical skill with supported systems.
• Provides off-hours on call coverage.
• Ability to travel to Brown University Health locations required.
• Provides training to staff members of the team as required.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

BASIC KNOWLEDGE:

Equivalent to a Bachelor’s degree in Computer Science, Electrical Engineering, IS, or related field preferred. Current certification in Cisco Voice (CCENT, CCT) and other relevant technologies a plus. Must have solid understanding of telephony, TDM, VOIP, voice gateways IP, network technologies and protocols. A combination of related certification and experience may substitute for a degree.

EXPERIENCE:

Four years related work experience with traditional including at least two years or related experience with VOIP and unified communications systems.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Duties are performed in a typical office environment, requiring extended periods of sitting, walking, and/or standing. It may also require lifting and moving equipment up to 50 lbs.

SUPERVISORY RESPONSIBILITY:

None.