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Associate's Degree

in Healthcare, Information Technology, Business, or related field

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Bachelor's Degree

in Healthcare, Information Technology, Business, or related field

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HRTMS Job Description Management

Unified Communications Associate Engineer

J o b D e s c r i p t i o n

JOB INFORMATION
Effective Date:	2/1/2022
Entity:	Wisconsin
Job Code:	330063
Job Title:	Unified Communications Associate Engineer
FLSA Exemption Status:	Exempt
Management Level:	Individual Contributor
JOB SUMMARY
The Unified Communications (UC) Associate Engineer is responsible for support and maintenance for voice, video, data communication systems and services including telephony, collaboration systems, telehealth, video conferencing, desktop and soft phones, mobile devices, email, and voicemail systems. The UC Associate Engineer assists in the design, configuration and implementation of unified communications systems and applications. Additionally, the UC Associate Engineer troubleshoots, provides updates regarding the performance and availability of services, and proactively resolves problems. The UC Associate Engineer is responsible for daytime on-call, monitors incident management queues and follows service level agreements (SLAs) to align with operational performance goals. The UC Associate Engineer holds team level responsibilities and works independently on standard functions or with experienced colleagues on more complex tasks as competencies are developed.

ESSENTIAL DUTIES

•	Provide end to end ownership and accountability for the service delivery, maintenance, and support on the UC infrastructure
•	Monitor and resolve minor phone issues for internal employees by providing technical support for various existing phone systems, referring to major service issues to Unified Communications Engineer when necessary.
•	Under the general guidance of more experienced analysts, assist in the design, configuration, and implementation of unified communications, as well as the integration between the unified communications systems and other systems at UW Health (e-mail, wireless, etc.), interfacing with other technical teams as appropriate.
•	Work with UC staff to identify opportunities for continuous quality improvement within the department and entire organization.
•	Work in liaison with the Enterprise Monitoring team to monitor the UC systems.
•	Gather requirements and recommend solutions for ACD and other unified communications needs. This will include, but not be limited to, coordinating discovery meetings, station reviews and site walkthroughs.
•	Rotate “on-call” responsibilities with other UC department employees. This requires carrying a pager after normal working hours, responding to urgent pages, and acting on reported trouble (including traveling to site if necessary).
•	Participate in major implementation projects for the UC systems.
•	Assist with development and maintenance of site documentation on dial plan(s), trunk usage, database of numbers/trunks, etc.
•	Work on special projects as assigned.
•	Train users on unified communications solutions, focusing on applying technology to solve business problems.
•	Coordinate technical resources from the UC team to ensure the delivery of business-appropriate communication solutions.
•	Perform MACs (moves, adds, and changes) on existing systems by logging into phone systems and making necessary programming changes and/or adjustments.
•	Assist in system upgrades and new installations.

As needed, additional responsibilities reasonably within the scope of duties and physical requirements may be assigned. ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS AND RESPECT FOR PEOPLE COMMITTMENTS.

Age Specific Competency (Clinical jobs only)
X	Non-Clinical

JOB REQUIREMENTS

LICENSE, CERTIFICATIONS, AND REGISTRATIONS MUST BE MAINTAINED PER UW HEALTH POLICY.

Knowledge, Skills, and Abilities
•	Emerging competency in leadership including leads with integrity, maintains strategic orientation, demonstrates business & financial acumen, champions innovation, manages execution, leads & develops people
•	Emerging competency in technical leadership of applicable products or platforms
•	Emerging competency in leading highly empowered, self-directed teams including cross-functional teams
•	Emerging competency in communication
•	Emerging competency in being an effective team member
•	Emerging competency in critical thinking
•	Emerging competency in applying lean management tools
•	Emerging competency in applying agile methodologies
•	Emerging competency in mentoring and teaching
•	Emerging competency in at least two UC and Video competencies such as: Knowledge of Cisco Dial Plan design and troubleshooting Knowledge of Cisco Voice Gateways, CUBE and Protocols (SIP, H.323) Knowledge of VMWare ESX is preferred Knowledge of call centers and ACD call flow Knowledge of Cisco TAC support (raising cases, escalating) Knowledge of Cisco CODECs, Cisco Expressways, Cisco Meeting Server, or Cisco Telepresence Management Suite Understanding of network infrastructure components and concepts Understanding of Microsoft Windows and Linux server management and networking Ability to manage multiple concurrent activities
•	Knowledge of Python programming and SQL queries is a plus.
•	Knowledge of PBX, key systems, Centrex, etc. helpful
•	Knowledge of enterprise telemedicine technology

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

	Physical Demand Level	Seldom/Occasional Up to 33% of the time	Frequent 34%-66% of the time	Constant 67%-100% of the time
☐	Sedentary: Ability to lift up to 10 pounds maximum and occasionally lifting and/or carrying such articles as dockets, ledgers and small tools. Although a sedentary job is defined as one, which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required only occasionally and other sedentary criteria are met.	Up to 10#	Negligible	Negligible
☒	Light: Ability to lift up to 20 pounds maximum with frequent lifting and/or carrying of objects weighing up to 10 pounds. Even though the weight lifted may only be negligible amount, a job is in this category when it requires walking or standing to a significant degree.	up to 20#	Up to 10# or requires significant walking or standing or requires pushing/pulling of arm/leg controls.	Negligible or constant push/pull of items of negligible weight
☐	Medium: Ability to lift up to 50 pounds maximum with frequent lifting and/or carrying objects weighing up to 25 pounds.	20-50#	10-25#	Negligible-10#
☐	Heavy: Ability to lift up to 100 pounds maximum with frequent lifting and/or carrying objects weighing up to 50 pounds.	50-100#	25-50#	10-20#
☐	Very Heavy: Ability to lift over 100 pounds with frequent lifting and/or carrying objects weighing over 50 pounds.	Over 100#	Over 50#	Over 20#

Other - list any other physical requirements or bona fide occupational qualifications not indicated above:


Over 50 lbs.	UW Health does not require, nor does it expect that its employees lift more than 50 lbs unassisted. Objects in excess of 50 lbs should be lifted or moved with mechanical means or through a team lift. Employees in patient care areas are expected to utilize mechanical lifts and adhere to the "Use of Mechanical Lifts (Liko)" policy in the Patient Services Policy and Procedure Manual.

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.
THE EMPLOYEE MUST BE ABLE TO COMPLETE ALL PHYSICAL REQUIREMENTS OF THE JOB WITH OR WITHOUT AN APPROVED ACCOMODATION. Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.