Manager, Voice & Telecommunication Services

Overview:

Manage, monitor and evaluate all Information Technology (IT) Voice over IP (VoIP) and telecommunication policies, procedures, and practices to ensure performance and availability to systems and voice services for users across the organization. Responsible for the efficient and expedient operation, maintenance and evolution of all aspects of voice communication throughout the health system on a 24-hour 7 day a week continuum. Manage, monitor and evaluate engineering processes and practices to ensure appropriate functionality, flexibility and expandability of all voice services across the organization. Develop, monitor and evaluate operating metrics and reporting mechanisms to effectively analyze current state and to identify and recommend required upgrades/changes to meet changing business requirements and conditions. Responsible for assigned staff to oversee the daily operations of VoIP and telecom operations, to identify and resolve incidents in an effective and timely manner. Provide escalation support for issues that cannot be resolved by junior engineers. Provide instruction, direction, training, mentoring and quality assurance of other engineers. Work directly with business partners to identify requirements and create technical solutions to satisfy those requirements. Lead and manage projects in collaboration with business requirements and other infrastructure teams. Responsible for providing vision, managerial guidence and experience, strong leadership and strategic direction within team’s technical stack. Assignments vary in nature, scale (size of operation/number of employees) and scope (degree of complexity) – all requiring technical knowledge and technical vision. Incumbents will manage, oversee and coordinate associated projects in order to effectively prioritize and manage multiple priorities and to ensure timely identification and resolution of conflicts/ issues. Decision and work will impact the efficiency and operations of a large group of IS and SCH employees. The incumbent will regularly interact, influence and brief senior management and IS excutives.

Requirements

Required Education/Experience: – Bachelors degree in technical field or equivalent work experience directly related to the position that demonstrates technical competency – At least eight (8) years experience in the information technology VoIP, telecommunications or networking field, with three to five (3 – 5) years experience directly managing IT telecommunication or infrastructure engineering and operational resources and budgets. – Strong customer relationship skills, time management skills, and written and verbal communications skills. – Ability to think strategically and to work effectively with a diverse group of co-workers and customers. – Must be able to work non-standard business hours and be on call as necessary. Required Credentials: – N/A Preferred: – Knowledge in the design, consultation, long-term planning, installation/ management and repair of complex VoIP based network and telecommunication equipment, related applications and associated services. – Knowledge on Cisco network infrastructure, LAN/WAN circuits; PRI, SIP, MPLS, FXO, FXS, and POTS. – Knowledge and expertise of the Cisco Unified Call Manager (CUCM) clusters, Cisco Unity/Unity Connection Voicemail (CUC), Cisco IM & Presence (CIMP), and voice gateways, Telepresence, IPCC, Unity, CCX, SRST, CUBE, secure voice concepts, and secure voice processes. – Knowledge and expertise Cisco Emergency Responder (CER) & Cisco Unified Contact Center Express (UCCX) – Additional Cisco Certifications in any of the following: CCIE (strongly preferred), CCSA, CCNP, CCDP, CCIP

Covid-19 Vaccination

In accordance with Washington state law, Seattle Children’s requires that all employees be fully vaccinated against COVID-19. All offers are contingent and your vaccine status will be verified at onboarding.

Our Commitment to Diversity

Our community welcomes diverse experiences, backgrounds, and thoughts as this is what drives our spirit of inquiry and allows us to better connect with our increasingly diverse patients and families. Our organization recruits, employs, trains, compensates, and promotes without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The people who work at Seattle Children’s are members of a community that seeks to respect and celebrate all the qualities that make each of us unique. Each of us is empowered to be ourselves within this community, which cultivates and promotes equity, diversity, and inclusion at all levels.Seattle Children’s is proud to be an Equal Opportunity Workplace and Affirmative Action Employer.