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Telecom Engineering Supervisor

The Telecom Supervisor is responsible for overseeing the daily operations, maintenance, and strategic planning of enterprise telecommunications systems, with a strong focus on Cisco Unified Communications (UC) technologies. This role includes managing the deployment, configuration, and support of Cisco UC products such as Call Manager, Unity Connection, IM & Presence, ensuring high availability and performance across voice platforms. The supervisor leads a team of telecom technicians, provides technical guidance, coordinates with vendors, and ensures compliance with corporate communication standards and security policies. Additionally, the role involves monitoring system capacity, planning upgrades, and implementing best practices to support a scalable and resilient communication infrastructure.

Essential Functions and Responsibilities

• Develop detailed design documents for voice network deployments, including call flows, dial plans, and routing strategies

• Evaluate and recommend new Cisco voice technologies and features to enhance system capabilities

• Cultivates and manages the Telecom Engineering Team to ensure skills are adequate to seamlessly deliver voice services

• Ensuring Telecom Engineering team can effectively manage Cisco CUCM, CVP, voice gateways, and IP phones, Configure SIP trunking, call routing, auto attendants, and voicemail systems, and perform system upgrades and patch management for Cisco voice infrastructure

• Continually improves the alignment and strength of the Telecom Engineering team

• Directs and supervises operations of assigned staff

• Works collaboratively with other Information Services and Operations leaders to strengthen and improve processes

• Tracks team effort and team productivity within the Eskenazi Health service management system

• Ensures Telecom Engineering team adheres to best standards, always ensuring expanded capabilities can be employed when organizational need indicates

• Works collaboratively with other Operations and Information Services leaders, managers, and staff to strengthen the overall performance of Eskenazi Health information services and to build service management capabilities

• Participates in a leadership tier on-call rotation for night and weekend issue escalation and assistance with remediation approximately 6-8 times annually

• Responsible for accurate data regarding the Telecom Engineering team effort allocations and project/task productivity are always available

• Responsible for talent development and resource management with an emphasis on collaboration with other IS Operations teams.

Job Requirements

• Bachelor's degree in engineering, business, or a related field, or the equivalent in other experience and/or Cisco Voice certification(s)

• Proficiency with stakeholder management, service improvement, and requirements engineering/analysis best practices

• Familiarity with service management processes such as ITIL

• At least 5 years of experience managing a large, complex Cisco Voice solution

• At least 3 years of experience in a large (3000+ employees) organization