Position Summary
Department: Information Technology
Status: Full-Time
Shift: First, Monday- Friday 8am-5pm
Job Title: It Unified Communciation Analyst- Contact Center Focus
Locations: Downtown Orlando
At Orlando Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we reinforce our reputation as a trusted and respected healthcare organization that delivers professional and compassionate care to our patients, families and communities. Through our award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities, our 27,000+ team members serve communities that span Florida’s east to west coasts and beyond.
ORLANDO HEALTH - BENEFITS & PERKS:
Competitive Pay
- Evening, nights, and weekend shift differentials offered for qualifying positions.
All Inclusive Benefits (start day one)
- Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.
Forbes Recognizes Orlando Health as a Best-In-State Employer
- Forbes has named Orlando Health as one of America's Best-In-State Employers for 2024. Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. "We are proud to be named once again as a best place to work," said Karen Frenier, VP (HR). "This achievement reflects our positive culture and efforts to ensure that all team members feel respected, supported and valued.
Employee-centric
- Orlando Health has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare
Position Summary
The IT Unified Communications Analyst is responsible for maintaining the Information Technology (IT) Unified Communications (Telephony) Infrastructure within all Orlando Health facilities. This role performs a variety of tasks including monitoring, troubleshooting, upgrades and protection of the organization’s telephony and communications infrastructure and performing Tier II support. This position requires exemplary customer service to Orlando Health customers.
Responsibilities
Skills Needed
- Understanding of Cisco Packaged Contact Center Enterprise architecture
- Understanding of Cisco Packaged Contact Center Enterprise architecture
- Experience with configuration, scripting, and troubleshooting in PCCE environments
- Familiarity with CUCM (Cisco Unified Communications Manager) - Configuration and support of agent phones, dial plans, device profiles
- CVP (Customer Voice Portal), ICM (Intelligent Contact Management), and Finesse.
- Knowledge of PG configuration and CTI route points, CTI servers
- Understanding of PSTN integration and voice gateway configuration
- Experience with Cisco CUIC (Cisco Unified Intelligence Center)
- Understanding of integration with Verint or other recording platforms
- Ability to translate technical issues into business-friendly language
Essential Functions
- Assists with the installation, configuration, and ongoing usability of telephony, communication and collaboration devices.
- Supports systems, servers, and their applications on day-to-day issues.
- Strong understanding of both Cisco VoIP, traditional telephony, and contact center technologies.
- Writes and maintains technical documentation including standards, configurations, and procedures.
- Works closely with all IT teams as needed to coordinate effective problem resolution and service restoration.
- Consistently responds to monitoring alerts and takes appropriate action.
- Works with Telecom vendors to efficiently resolve incidents and sees the case end-to-end.
- Maintains Service Desk tickets updated to align with IT goals.
- Leads, plans, and implements telephony projects and assists with go-live support.
- Provides complex analysis and evaluation of telephony systems, processes, and workflowsto ensure corporate system needs are met in a cost effective and timely manner.
- Inventories and corrects records of all Telecommunication assets in (Cherwell, CMDB, etc).
- Understands basic Internet Protocol and network terminology.
- Shift varies to support the needs of the business to have an operational 24x7x365 telephony environment.
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
- Maintains compliance with all Orlando Health policies and procedures.
- Creates and maintains interdepartmental relationships.
- Trains and helps develop IT Unified Communication Analyst Associates.
- Maintains knowledge on current industry trends.
Other Related Functions
- Analyzes and assists in defining disaster recovery responsibilities and procedures.
- Supports new telephony and communications initiatives as requested.
- Keeps informed on latest developments and standards in the Unified Communications field and leading industry technology solutions.
- Maintains current knowledge of HIPAA, privacy, and confidentiality standards.
- Mentors Service Desk, Field Support and other IT team members as needed.
- Independently serve periods of on-call coverage at scheduled intervals.
- May be required to support unplanned events during after-hours and weekends.
- Complete yearly rounding and training requirements to align with IT goals.
Qualifications
Education/Training
Associate’s degree recommended. Two (2) years of directly related work experience may be substituted for the Associates degree (in addition to the requirements listed in the Experience section).
Licensure/Certification
None
Experience
- A minimum of one (1) year of telecommunications or information technology hands-on support experience. Along with a basic knowledge of networking and Voice Over IP (VOIP) technology.
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