Senior IT Unified Communications Analyst - Orlando Health

The Senior IT Unified Communications Analyst is responsible for maintaining the Information Technology (IT) Unified
Communications (Telephony) and Collaboration Infrastructure within all Orlando Health facilities. This role performs a
variety of tasks including monitoring, backup remediation, maintenance, troubleshooting, upgrades, and protection of
the organization’s telephony infrastructure in addition to performing Tier II support. This position requires exemplary
customer service to Orlando Health customers.

Information Technology Department

• Identifies inefficiencies in processes or configurations and determines alternate solutions or required changes to increase
efficiency. Works with other IT teams or manager as necessary on proposed changes.
• Configures, maintains, patches, troubleshoots, and repairs Telephony Infrastructure systems as necessary to ensure data
accessibility, functionality, and resiliency.
• Strong understanding of Cisco VoIP, traditional telephony, and contact center technologies.
• Understands Internet Protocol and network terminology.
• Supports systems, servers, and their related databases and applications on day-to-day issues, as well as performs
upgrades and scheduled maintenance.
• Writes and maintains technical documentation including standards, configurations, and procedures.
• Leads, plans, and implements technically complex telephony projects and assists with go-live support.
• Works closely with IT and business to define requirements for project needs.
• 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 vendors to efficiently resolve incidents and sees the case end-to-end.
• Maintains Service Desk tickets updated to align with IT goals.
• Provides complex analysis and evaluation of systems, processes, and workflows to ensure corporate system needs are
met in a cost effective and timely manner.
• Inventories and corrects records of all Telephony assets in (Cherwell, CMDB, etc).
• Participates in on-call rotation for after hours and weekend coverage. 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.
• Efficient in providing Telephony support, client-server hardware and software support.
• Serves as the team lead over other IT team-members when requested by the Manager or Supervisor of the department.

Education/Training

Bachelor’s degree required. Three (3) years of directly related work experience may substitute for the Bachelor’s degree
(in addition to the requirements listed in the Experience section).

Experience

A minimum of three (3) years of hands-on experience with Cisco Packaged Contact Center Enterprise, Cisco Unified
Contact Center Express, Cisco Voice Gateways, Cisco Unified Border Elements (CUBE), traditional telephony
services, and call recording technologies.