OMNI FAMILY HEALTH
Job Duties:
1. Plans, develops, coordinates, and implements new or modified telecom systems to meet Omni Family Health’s computer-based VoIP telecommunication needs; utilizes personal computer (PC) and software to program telephone equipment and other devices.
2. Provides responsive system administration for the telecommunications system and voice messaging systems by recommending appropriate software additions and instructing users in the use of equipment and utilization of system features and applications.
3. Develops, implements and maintains a systematic, comprehensive and secure telecommunications system; establishes access and egress security procedures; secures the administration system, and performs ongoing security monitoring.
4. Coordinates with VoIP vendors and/or performs installation of software/hardware in new locations.
5. Coordinates with OFH data/voice circuit vendors to ensure the correct circuits, SIP trunks, and VLANs are provisioned.
6. Assists IT departmental staff with the design, execution and installation of automated attendants; IVR; provides technical support for the telecommunications network, including maintenance of voice mailboxes and passwords; performs basic switch software maintenance; scheduling after hour and holiday messages.
7. Performs routine maintenance on the various telecommunication databases, including equipment, circuit, and users.
8. Processes moves, adds, and changes for lines and equipment.
9. Assists in the development and implementation of training activities and materials; instructs users in voice mail login and feature procedures; call center agents; reporting and dashboard usage; and provides user training for phone system features and use of various phone types.
10. Assists with the design, costing, implementation, and documentation of telecommunication system installations and upgrades.
11. Makes design modifications to systems or equipment;
12. Prepares applicable technical specifications for software/hardware quotes for purchase.
13. Ensures the phone and telecom system equipment inventory is accurate and up to date.
14. Serve as the VoIP telecom system subject matter expert (SME).
15. Might also administer related systems such as fax server, video-teleconferencing system (WebEx), and mobile device management (MDM) system(s).
16. Contributes to the overall success of the IT Department by performing all other duties and responsibilities as assigned.
Qualifications:
1. Education: Bachelor’s degree in Telecommunications or Computer Science (or technology related) is required, or CCNA Voice certification, or 10 years’ telecommunication systems administration experience in a VoIP/PBX communications environment.
2. Experience: Minimum 5 years’ telecommunication systems administration experience in a VoIP communications environment is required, but 7 years’ experience as a Network Administrator with ancillary duties administering a VoIP system is acceptable. Experience working with data and wireless communications is preferred. Experience with ShoreTel or Cisco Call Manager is preferred.
3. Skills: Effective customer service skills and the ability to assist in training on the use of the VoIP communications server, call center, and voice messaging systems features/functionality are required. Effective interpersonal, verbal, and written communication skills are required. The ability to manage and prioritize multiple, concurrent projects while meeting aggressive deadlines is required. The ability to work independently as well as collaboratively with little supervision is required. Accuracy and reliability are required. The ability to work with database applications is preferred. A strong understanding of VoIP telecom server programming, features, automated attendant, inbound/outbound call center, call vectoring, system monitoring, audio conferencing, and telecommunications equipment, including customer premise equipment, is required. A demonstrated understanding of SIP trunks, and PRI carrier-based communications provisioning and protocols in both public switched and private telecommunications networks is required. Intermediate computer skills and knowledge reliability are required. Familiarity with headsets is preferred.
4. Knowledge of: telecommunication software/hardware, SIP trunks, PRIs, VLANs, network equipment and network topography; VoIP telecommunication principles and procedures; fax servers, video conferencing, softphones, IP phones, desktop applications and software; project planning, telecom system report generation and dashboard configuration.
5. Ability to: conduct research, interpret and apply complex telecom technical information from system documentation; work effectively with other staff, coordinate with other corporate staff for phone system changes and scheduling, use logic and analysis to solve systems problems; work with computer software; advise and provide interpretation to others how to apply policies, procedures and standards to specific situations; exercise the judgment, decisiveness and creativity in issue resolution situations; train staff; read and understand professional journals and literature; prioritize competing requests for service and projects; update status reports; and effectively communicate ideas and technical concepts orally and in writing.
6. Proficiency with Microsoft Office suite.
7. Excellent written and oral communication skills.
8. Must have California Driver license.
9. Must be able to travel between clinics and Corporate office as required.
10. Promotes and believes in the OFH mission statement.
Responsible To: Assistant Director of Technology
Classification: Full Time Position
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