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VoIP/Telecommunication Engineer II in Toledo, OH at Mercy Health

Date Posted: 5/8/2018

Job Snapshot

Job Description

Job Summary

 Department:  Information Technology

Location: Cincinnati, Ohio

Position Summary:

The Voice Engineer II responsibilities include assisting in enterprise network and telephony implementations and ongoing support of voice infrastructures including both hardware and software components.  Leads efforts to develop and grow enterprise call centers, systems lifecycles and standardization and refresh initiatives across all applicable technologies.  Implement and coordinate with both technical, non-technical staff and vendors complex voice projects.  Perform analysis, diagnosis, and resolution of complex problems on both physical and virtual infrastructure platforms.  Recommend, implement and document corrective solutions and preventative measures.  Participate in evaluation and recommendation of new technology solutions.  Provide Tier 2 support and guidance to IT for all health system and affiliate entities.  Document work in the form of policies, standards, work instructions and knowledge base articles.

This position consists of ensuring solutions are delivered in adherence of defined standards and policy.

The Voice Engineer II position is expected to implement technical solutions as directed by other peers and leadership.

This position is expected to work both independently and with various teams across the Mercy Health enterprise. 


  • Perform daily prioritization of work to ensure assigned project and incident SLA requirements are met
  • Provide training and mentoring on technologies to peers and colleagues
  • Assist with the evaluation of  technical solutions based on requirements, ranging from group to enterprise wide deployments
  • Engage in tier 2 troubleshooting on issues identified with deployed services, providing resolution and remediation
  • Perform tasks related to the operation, servicing, trouble shooting, and administration of platform technologies:
  • Datacenter voice platforms
  • Distribution layer networking platforms
  • Cisco products including UCCX, CUCM, UCXN, and other core route/switch products
  • Virtualization platforms
  • WAN Communications and QOS 

Position Requirements (Technical Skills):

  • 5+ years of experience in Cisco Network and Telephony Engineering
  • Expert knowledge of various trunk types (analog, PRI, SIP, H323, etc.)
  • Expert knowledge of Cisco 38xx, 37xx network components
  • Expert knowledge of Cisco Enterprise Wireless design and management
  • Unified Contact Center Express
  • Cisco Unified Communication Manager
  • Experience with Cisco UCS infrastructure components
  • Experience with enterprise-class Infrastructure environments
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Ability to author technical documents and create procedure manuals
  • Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities
  • Strong understanding of the organization’s goals and objectives
  • Highly self-motivated and directed, with keen attention to detail
  • Healthcare knowledge/background including data privacy practices and laws
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • On-call availability 7/24 as part of a rotation schedule
  • Other duties as assigned

Position Skills: 

  • Demonstrate a deep understanding of the application of technology in the technical environment and its business return
  • Be capable of designing complex technology solutions taking into account the existing tech landscape
  • Be capable of designing clear transition plans to demonstrate to a client how they can achieve their long term objectives in stages
  • Have the necessary communication and interpersonal skills to interact with clients at all levels
  • Have the ability to keep up to date with technology as it develops and inform their clients of the potential impact
  • Be capable of taking a conceptual solution and turning it into a detailed design, configured and priced for the client
  • Act as the technical point of contact for clients and technical teams throughout the client life cycle
  • Be self-managing and capable of prioritizing work load based on client requirements

Education and Experience:

College diploma or university degree in the field of computer science, telecommunications, information sciences, or related field and/or 5+ years equivalent work experience.

CCNP Collaboration Certification is preferred

CCNA Voice/Collaboration is required




Full-time, 40 hours per week, days

Equal Employment Opportunity

It is our policy to  abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a), prohibiting discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibiting discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.