Unified Communications Admin II
Cambia Health Solutions

Job Info

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Unified Communications Admin II
Remote within OR, WA, ID or UT

The Unified Communications Administrator II is to sustain operation of Cambia telecommunication & messaging systems by providing technical, collaborative, physical installation and system engineering and administration. This can include telecommunications and messaging system hardware installation and configuration; system engineering, system monitoring, maintenance, troubleshooting, documentation, and support. This position must adhere to departmental policies and procedures including technical and architecture standards, production implementation standards, regular status reporting and providing work estimates and time tracking.

General Functions and Outcomes

• Supports and administers the following: inContact SaaS call center telephony, Workforce Management, call recording, security profiles, call routing, Microsoft collaboration tools such as Teams and Outlook.
• Continuously monitors VoIP and messaging systems for alerts, capacity trends, and outages.
• Prepare, plan, script, and support after-hours repairs, upgrades, and installations.
• Support system checkout efforts after upgrades, scheduled changes, and outages.
• Escalate issues that are outside of his/her current skill set.
• Assist with the creation, editing, and development of inContact and Microsoft collaboration support documentation.
• Provide timely status updates to customers, team members and management on work assignments, issues and accomplishments.
• Support and adhere to established policies, procedures, and standards.
• May be accountable for researching and solving simple software issues and collaborating with vendors and other support teams in regards to product or Infrastructure problems.
• Responsible for initiating process and system improvements and monitoring industry trends.
• Takes action to ensure maximum systems stability and availability.
• Works as an active team member for joint success of a project, taking responsibility, and providing timely updates for, assigned action items and deliverables.
• Learns and adapts to new technology and methodologies.

Minimum Requirements

• Associate Degree in Information Systems, Computer Science, Business Administration, or a related field. Appropriate additional relevant experience beyond the minimum required experience may be substituted for education.
• 3 years relevant work experience in a SaaS telecommunications and/or mail & messaging environment, including, but not limited to VoIP and server based faxing / document management system administration, infrastructure planning, design, implementation and maintenance.
• Must be familiar with the following: current SaaS telephony technology, SIP and SRTCP, Outlook, Outlook Web App, Microsoft Teams, Live Meeting, modern collaboration tools.
• Experience with server based document management and/or fax system management, monitoring and administration.
• Experience working with ITIL methodologies around change and incident management.
• Knowledge of messaging related technologies including Microsoft Teams, Zoom, WebEx
• Knowledge in Microsoft Exchange messaging including troubleshooting, system monitoring, and administration.
• Ability to analyze, diagnose and resolve problems with the configuration and operation of VoIP telecommunications systems and/or messaging systems and collaboration tools.
• Demonstrate proficiency in customer support operations related to setup and management of telephony systems like inContact and Microsoft Teams, and/or messaging configurations in Exchange/Outlook.
• Must be able to work effectively with other team members; follow verbal and written direction from others.
• Demonstrate time management and organizational skills in prioritizing and executing assigned tasks.
• Ability to plan and manage his/her own work load, and be accountable for commitments.
• Must be able to effectively adapt to rapidly changing technologies and methodologies and apply them to technological and/or business needs.
• Familiarity experience with testing and implementation of new software releases, patches, hot fixes in a lab environment to troubleshoot/prevent problems before production implementation is a plus.
• Must be familiar with infrastructure management techniques such as change management, problem management, release management, configuration management and/or system lifecycle.
• Understanding of Microsoft and/or UNIX environment including common suites and core business applications.
• Ability to assist with the upgrade and ability to script and test hardware operating system software and third party software.
• Demonstrated ability to script and test for operating systems.
• Experience in project management techniques and the ability to lead projects to a timely successful outcome is a plus.

Unified Communications Administrator II Bachelor's Degree in Information Systems, Computer Science, Business Administration or related field and 3 years of experience in a telecommunications and/or mail & messaging environment, including, but not limited to VoIP and server-based faxing / document management system administration, infrastructure planning, design, implementation and maintenance or equivalent combination of education and experience.

Work Environment

• Work primarily performed in office environment.
• Able to sit and work at a desk and in a data center environment.
• Travel may be required - for meetings or conferences.
• Will be required to participate in rotational on-call duties.
• Participates in off-hours work as necessary.

We are an Equal Opportunity and Affirmative Action employer dedicated to workforce diversity and a drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law. A drug screen and background check are required.

If you need accommodation for any part of the application process because of a medical condition or disability, please email CambiaCareers@cambiahealth.com. Information about how Cambia Health Solutions collects, uses, and discloses information is available in our Privacy Policy.

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