Job Summary

The Lead Unified Communications Engineer will be leading support in all administrative, planning, monitoring and integration aspects of Call Center Symposium, Converge IVR, In House WebEx, Right fax, Cisco Universal Call Manager and UCCE/PCCE. Assist with planning the installation, configuration, and design of telecommunication devices and services. Help secure operation, as well as participate in disaster recovery preparation to ensure communications are in place. Contribute with disaster recovery exercises to demonstrate the capability of establishing Telecommunications in the event of an outage. Perform research, evaluation, installation, and upgrades of Telecom hardware and applications. Assist Helpdesk in areas concerning telecommunications and work with network administration to resolve connectivity issues. Be proactive with training and ensure documentation is created so junior staffs can grow and handle such issues with ease in the future. Troubleshoot, rebuild, recover and tune telecom equipment. Adhere to standard operating procedures (SOP’s) to guarantee a stable environment. Work closely with business units/end-users, and vendors resulting in solutions for L.A. Care’s growth and success. Lead large telecomm projects and ensure staff are effectively performing their tasks to meet deadlines and provide fully functional outcomes. Help with monthly telecommunication system risk analysis and assessment reports. Provide the above mentioned support in a 7x24 operation. Responsible for the daily workflow and leading the work of assigned staff.  This role will mentor, coach, act as a resource and provide feedback on performance of assigned staff.

Duties

Lead the troubleshooting and design efforts, including IVR, WebEx, Cisco phone technologies. Install, configure, and maintain complex Telecommunication components such as gateways and telecomm software. Oversee and coordinate the day-to-day planning, design, operation and maintenance of the voice networks, including call center systems and software.  

Lead all telecom projects and act as an escalation point for senior and junior telecom staffs. Oversee and mature collaboration tools such as WebEx and all videoconferencing systems. Monitor voice systems health and provide analysis and reporting to senior management. Perform system tuning and implement improvements. Assist with the preparation of cost estimates for current and proposed telecommunications activities. Evaluate new products, perform complex telephony problem resolution and develop documentation of technical standards and interface applications.

Work closely with business units/end-users, and vendors resulting in solutions for L.A. Care’s growth and success. Provide strategic direction, guidance and integration of products and services. Develop, implement, and maintain policies, procedures, and associated training plans for the telecommunications engineering group.  Oversee and coordinate the work of the voice telecommunications engineering staff members to achieve availability goals. Keep current on latest technologies and best practices.

Lead project teams through implementation of large, complex projects from project conceptualization through implementation and project acceptance. Lead complex research and development efforts associated with the network. Responsible for researching hardware and telecom software that will fit the needs of all L.A. Care business units.

Assess, diagnose, and resolve complex network problems utilizing advanced capabilities of network analysis tools such as the Network Associates Sniffer; train other Network Engineers on the resolution of complex problems. Collaborate with the Information Technology (I.T.) operation team to get telecom technologies up and running.

Duties Continued

Outline and review departmental records, which include total network assessment and voice system appraisals. Perform liaison duties, including providing daily support and essential telecommunications activities to customers. Provide mentoring to less experienced members of the team.  Work on client requests for support in terms of helping out with telephony, sudden changes, maintenance, and repair issues.  Actively participate in reporting and supervising telephony systems, network nodes, and other associated voice related functions. Perform the monthly telecommunication service reports submitted to senior management.

Lead the enhancement, execution, and design of a client focused solution based on specified prerequisites, defined within a contract. Responsible for all aspects of administration and monitoring of Call Center systems and software, IVR, AT&T Connect Conferencing, Right fax, Cisco Universal, Call Manager, WebEx, IM and UCCX.

Manage complex projects, engaging and updating key stakeholders, developing timelines, lead others to complete deliverables on time and ensures implementation upon approval.

Lead the work of assigned staff; regularly assign and check the work of others, providing guidance, training and feedback on performance to department management.  Oversee the daily office workflow, develop and recommend enhancements to process and procedures. 

Perform other duties as assigned.

Education Required

Education Preferred

Experience

Required:

At least 6 years of system testing and integration experience and/or Information Technology (I.T.) Telecommunications with the demonstrated experience on the following list of stated knowledge/experience/skills.

At least 3 years of lead experience (process, program, or staff).

Skills

Required:

Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.

Timing and prioritization of production jobs to meet deadlines and regulatory compliance.

Critical thinking skills and a team player.

Strong communication (written and verbal), project management, and organization skills.

Display effort on personal growth while contributing to the advancement of the department and company as a whole.

Demonstrate working knowledge of telecommunications equipment and software (Cisco UCCE / PCCE, UCM, CVP,VXML,SIP Trunking, Workforce management (WFM) Convergys IVR, WebEx, Jabber, and AVST).

Demonstrate working knowledge in voice recording technologies such as NICE.

Knowledgeable in intelligence collection systems, identifying and gathering requirements, and supporting operational planning.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Additional Information

Travel to offsite locations for work required.