Manager Unified Communications (40 hours/week)

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Company

Penn Medicine Home Health

Summary

POSITION SUMMARY: Provide leadership and guidance to a team of business and technical resources to lead the design, configuration, and implementation of Avaya Unified Communications platforms and replacement of legacy platforms and their related hardware, software and services.  Responsible for initiating strategy, developing and preparing budgets, creating and managing projects of the communication platform initiatives.  Effectively communicate goals and objectives to direct reports and development & execution of plans to achieve those goals.  Manager oversees the development, implementation and support of a wide range of telecommunications projects for multiple end user departments.  The Unified Communications Manager assists with the preparation of presentations, cost estimates for current and proposed telecommunications activities around adoption with the business units in support of the overall business plans.  Interfaces with Executive Management to coordinate telecommunications plans with the overall business plan.

HOURS: FTE:
Hours:  M-F 8:00-4:30 with some nights, weekends, and holidays as needed
OnCall: escalation point for team on-call responsibilities, engage in large events as needed, and IT/IS on-call main point of contact rotation with other leaders in the department.
General:  oversee the day-to-day operations for the UC team (administrator and engineers), management of timecards, time off requests, reviews, and other administrative responsibilities

The Manager has advanced knowledge of Avaya Aura products and solutions and will be required to design and mange enterprise voice unified communications including selection of best solution, efficient and cost effective implementation, proactive support, and budget management. Effective staff management includes review of trouble and MAC SLA’s, skill assessment and recommendations for training as needed, customer satisfaction surveys, effective vendor management. Knowledge of transport modes such as PRI, MPLS, VoIP, SIP and analog services is required. Position includes support for integration of Healthcare applications such as Intellidesk, IVR, Overhead Page, and Spectralink (or equivalent) technologies. Works with various telecommunication providers and understands the complexities of broadband services, provisioning circuits, and other telco-provided services.  Develops and maintains a strong working relationship with customers and project teams, as well as other NovaStream executives. 

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

• Plans and coordinates the use of consulting NovaStream Unified Communications resources with the other NovaStream & LGH executives.
• Acts as the engineering and design advisor for Unified Communications Services as well as its infrastructure and applications.
• Provides technical expertise and leadership in the design, testing, implementation, and support of Avaya Aura technology.
• Ensures staff productivity through subject matter expertise, accuracy of estimated skill/time for required tasks and knowledge of industry certifications and achievements.
• Responsible for the oversight and management of telecommunications vendors for service, support and hardware. 
• Responsible for the oversight of multiple unified communications projects as well as SLA attainment and customer satisfaction.
• Oversees support for Unified Communication platforms, technologies and design related telephony design of its customers’ engineering activities.
• Oversees the process of maintaining a cost effective inventory of telephony equipment for preventive maintenance, replacement and unscheduled needs.
• Identifies and suggests formal training for UC Engineers and Support Technicians to enhance their skill level and decrease dependability on vendors.
• Partners with customers to identify and prioritize customer needs, while maintaining high integrity communication to all levels of staff. 
• Oversees the diagnoses of telecommunications problems to their sources.  Oversees the maintenance, troubleshooting and repair Avaya UC platforms.
• Develops and manages operating and capital budget related to Unified Communication platforms and related services.
• Develops and presents Unified Communication implementations, support presentations, benefits, costs that align with the business goal and targeted toward supporting the aligned business goal

SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:

• Responsible for communicating and holding regularly scheduled Unified Communications staff meetings.
• Responsible for providing quality interaction, mutual support, behavior and performance feedback in creating a high performing services team. 
• Other duties as assigned. 

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

• BS in Computer Science, Engineering or related field or 3-5 years progressive relevant management experience is required.
• Demonstrated leadership and management of staff and vendor experience.
• Budget preparation, adherence and management.
• Strong knowledge Avaya Aura Communication Manager, Avaya Voice Portal, Experience Portal
• Expertise with enterprise voice network infrastructures (SBCs, LSP’s & Gateways)
• Expertise with SIP, RTP, TCP/IP, circuit switching, VoIP architecture
• Expertise with VoIP and TDM call flows, traffic estimates and impacts
• 800 toll-free provisioning – intermediate knowledge
• Significant experience in system problem solving and solution analysis, vendor management, system implementation including all aspects of system testing in a healthcare environment.
• Ability to solve highly complex technical, organizational, operational and people problems.
• Programming logic skills and the proven ability to maintain and understand complex applications
• Valid PA Driver’s License as some travel will be required.

PREFERRED QUALIFICATIONS:

• 4-6 years related relevant UC implementation and support experience.
• 3-5 years demonstrated experience successfully delivering VoIP services and solutions for Clinical and Business applications in a Healthcare environment across multiple platforms with demonstrated competency in:
  • Service delivery and solution execution in support of new healthcare projects
  • Service delivery in a regulated environment
• 3-5 years demonstrated experience delivering on multiple, simultaneous projects.  Monitor vendor performance to ensure compliance with committed delivery.  Develops and supports team atmosphere and knowledge-share. Provide feedback on strategy and operating plans that will continuously improve the voice technology environment:
  • Demonstrated 24x7 operations and support in a healthcare environment
• Demonstrated experience in vendor negotiations.

COGNITIVE REQUIREMENTS

ATTENTION/CONCENTRATION – The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others:

• The position requires the ability to attend to more than one aspect of a situation simultaneously.  It is highly likely that multiple task demands are going to be required of the individual at the same time.
   

NEW LEARNING AND MEMORY – The following level of ability is essential for the jobholder to learn and retain material:

• The position requires that an individual be able to learn new tasks quickly and effectively.  Job requirements change frequently.  The ability to understand and carry out detailed, involved instructions is mandatory.

PROBLEM SOLVING, REASONING AND CREATIVE THINKING – The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought:

• The position deals with issues or problems that often require thoughtful reasoning before arriving at approaches or solutions.  Some independent thought, planning or origination of options and solutions is necessary.  The individual must have the ability to apply principles of reasoning and problem solving to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

APTITUDES:  The following are essential requirements of the position in relation to job-worker situations.  These items describe how a worker must adapt, adjust, conform or act:     

Performing under stressful conditions: Ability to perform under stress when confronted with emergency, critical, unusual, or dangerous situations, or in situations in which working speed and sustained attention are critical aspects of the job. Is subject to danger or risk, or to tension as a regular, consistent part of the job.

Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.

Communication:  Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.

Interpersonal relations: Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.

EQUIPMENT USAGE REQUIREMENTS

Equipment/Tools: Computer, Phone, Copier, Printer, Fax, Office Supplies

Software: Microsoft Office Products

PHYSICAL REQUIREMENTS

Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%

Body Position/Movement: 

• Sit: Frequently
• Stand: Frequently
• Walk: Frequently
• Bend: Frequently
• Push: Rarely
• Pull: Rarely
• Kneel/Squat: Rarely
• Reach: Rarely
• Twist: Rarely
• Balance: Rarely
• Climb: Rarely

Lifting: Degree of physical exertion is:

Light, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.

Sensory Abilities specifically required:

• Vision
• Hearing

PHYSICAL ENVIRONMENT

WORKING CONDITIONS: Exposure to hazardous conditions/ materials is negligible.

Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.  It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards.  The percentages of time spent performing job duties are estimates, and should not be considered absolute.  The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole.  Incumbent must be able to perform all job functions safely.

Benefits At A Glance:

• Medical, Dental, Vision and on-site Pharmacy plans to meet individual and family needs
• 100% Tuition Assistance at Pennsylvania College of Health Sciences (role dependent)
• Flexible Spending and Health Savings Accounts (FSA & HSA) to further reduce taxable income and empower your healthcare choices
• Retirement Plan savings (403b) with employer match and annual employer contribution
• Employer paid Short & Long Term Disability and Life Insurance
• Employee Assistance Program (EAP) and other Wellness incentives

Disclaimer

PENN MEDICINE LANCASTER GENERAL HEALTH is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law.

BROWNSTOWN Full Time Posted on 11/20/2024