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Senior Engineering Analyst II Telecom

The Senior Telecom Engineer is responsible for designing, implementing, and maintaining enterprise voice and unified communications systems with a strong focus on Cisco Unified Communications Manager (CUCM), Call Center Solutions (UCCE), Interactive Voice Response (IVR) solutions, Cisco Unified Border Element (CUBE) routers, and surrounding tertiary systems. This role ensures optimal performance, scalability, and reliability of the Eskenazi Health's telephony infrastructure.

The ideal candidate will possess deep technical expertise in Cisco voice technologies, SIP trunking, call routing, and VoIP integration, as well as hands-on experience with voice gateways, call recording systems, and contact center platforms. The Senior Engineer will also play a key role in troubleshooting complex voice issues, optimizing call flows, and leading system upgrades and migrations.

Essential Functions and Responsibilities

• Design, configure, and manage Cisco Call Manager clusters, CUBE routers, and voice gateways.
• Develop, maintain, and enhance IVR systems and call flow logic.
• Integrate voice systems with external applications, PSTN, and SIP providers.
• Perform root-cause analysis and resolve complex voice and signaling issues.
• Manage system upgrades, patches, and migrations with minimal downtime.
• Monitor voice network performance and capacity, implementing improvements as needed.
• Provide Tier 3 support and mentor junior telecom staff.
• Collaborate with network, security, and application teams to ensure unified communications stability and compliance.

Core Skills and Technologies:

• Cisco Unified Communications Manager (CUCM)
• Cisco Unified Border Element (CUBE) and voice gateways (ISR/ASR series)
• IVR/Contact Center platforms (e.g., Cisco UCCE or similar)
• SIP, H.323, MGCP, and call routing protocols
• Troubleshooting tools: RTMT, Wireshark, and Cisco CLI
• Experience with CUCM upgrades, dial plans, and cluster management

Job Requirements

• Bachelor's degree in Computer Science or related field, or a minimum of seven years varied/related experience in a hospital or large institution data processing environment may be accepted in lieu of educational requirements • Relevant certifications/training, experience for areas of technical responsibility