Senior Telecommunications Analyst – Cisco Unified Communications Analyst

Important Position Details

• This is a local-only opportunity.
• The position starts 100% onsite, 5 days/week for approximately the first 2 months.
• After acclimation, the role is expected to transition to Hybrid – approximately 3–4 days onsite and 1–2 days remote, depending on business needs.
• Mandatory onsite F2F interview – no exceptions.
• Healthcare environment; candidates must meet applicable onsite healthcare requirements.

Job Summary

We are seeking a Senior Telecommunications Analyst / Cisco Unified Communications Analyst responsible for the operation, administration, troubleshooting, and support of enterprise Unified Communications technologies across cloud and on-premises environments.

Key Responsibilities

• Administer and support Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Jabber, Cisco Emergency Responder, Cisco Expressway, Cisco CUBE, voice gateways, and related UC platforms.
• Monitor system alerts and alarms and perform proactive health checks.
• Troubleshoot UC, Cisco Voice, VoIP, call routing, IVR, paging, and collaboration issues.
• Perform Moves, Adds, Changes, and Deletes (MACD) for UC services.
• Support E-911/emergency communication platforms and related location information.
• Manage mobile services including provisioning, activation/deactivation, troubleshooting, inventory, billing review, and carrier coordination.
• Support conference rooms, Smart Boards, video conferencing, microphones, speakers, displays, cameras, touch panels, and collaboration devices.
• Manage tickets, incidents, service requests, and support queues while meeting SLAs.
• Assist with UC upgrades, patches, firmware updates, certificate renewals, migrations, testing, and post-implementation support.
• Create and maintain technical documentation, procedures, inventories, diagrams, and operational runbooks.
• Collaborate with Network, Security, Server, Facilities, vendors, and service providers.
• Participate in change management, risk assessment, testing, implementation, validation, and rollback planning.
• Monitor UC system performance, capacity, availability, and reliability.
• Support disaster recovery, backup validation, business continuity, and high-availability activities.
• Provide technical guidance and knowledge transfer to team members and end users.

Required Qualifications

• Associate's degree in Computer Science, Information Technology, Telecommunications, or related field, or equivalent professional experience.
• Strong knowledge of Cisco Unified Communications technologies.
• Experience with CUCM, Unity Connection, Jabber, Cisco Emergency Responder, Cisco Expressway, and Voice Gateways.
• Strong understanding of VoIP protocols including SIP, MGoogle Cloud Platform, SCCP, RTP, and SRTP.
• Understanding of call flows, endpoint registration, and call trees.
• Knowledge of IVR and contact-center platforms such as Nice CXone and UCCX.
• Networking knowledge including Voice VLANs, PoE, QoS, DHCP, DNS, TCP/IP, switching, routing, and endpoint connectivity.
• Linux and Windows Server exposure.
• Active Directory and ticketing-system experience.
• Mobile device support and wireless carrier coordination experience.
• Understanding of conferencing, collaboration, Smart Board, and meeting-room technologies.
• Strong analytical troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Bachelor's degree in Computer Science, IT, Telecommunications, or related field.
• Cisco 350-801 CLCOR Certification
• CCNA
• VMware or Hyper-V experience.
• ServiceNow, Freshservice, or Service Manager experience.
• 3+ years of healthcare/hospital IT support experience.
• Enterprise mobile device program experience.
• Wireless carrier account and cellular inventory management experience.
• Enterprise conferencing and video collaboration experience.

Other Requirements

• Ability to work in a fast-paced, multi-priority environment.
• Strong organizational and time-management skills.
• Ability to handle multiple incidents and priorities.
• Willingness to work after-hours maintenance windows and participate in an on-call rotation as required.
• Strong teamwork and communication skills.
• Healthcare environment experience is highly preferred