SHSMD Career Center

Penn State Health Corporation

Location: US:PA:Hershey
Work Type: Full Time
FTE: 1.0
Shift: Day
Hours: 8:00a - 5:00p

SUMMARY OF POSITION:

Responsible for planning and maintaining the voice switching equipment. Conduct feasibility studies on strategic and tactical plans and the design of digital/analog systems. Evaluate voice services/technology for current and future network development. Perform complex technical analysis and implementation of software, hardware, and voice systems. Read and interpret circuit diagrams and electrical schematics. Act as liaison for vendors during the installation, rearrangement, and/or removal of equipment. Work with personnel at remote locations to identify system/network problems at those locations. Develop support procedures and create user and technical documentation. Provide technical assistance and guidance to less experienced Telecommunications Analysts.

The ideal candidate is adaptable, team focused, motivated by learning new technology and is atop their field technically and will be expected to play an integral role on our Avaya support and deployment team. Our engineers work with groups inside of PSH to deliver exceptional solutions and superior technical support experiences and methodologies.

Job Duties

• Perform system analysis and integration with other VoIP, Avaya, and other technologies
• Act as escalation point for internal PSH team members for all complex and high priority customer incidents related to Avaya Contact Center (CMS) applications
• Provide telecom engineering support, advice and consultation
• Provide onsite and remote support as needed
• Collaborate with other telecom engineers
• Coordinate with PSH network and technical staff
• Troubleshoot complex technical issues and provide appropriate resolutions and analysis of root cause(s) in alignment with contracted Service Level Agreements
• Mentor and train junior technical staff to encourage team's growth and development
• Utilize Avaya System Manager (SMGR) solution for deployments, configurations and support of Avaya Aura solution elements, applications, and services
• Provide Problem Management resolution on both software and hardware related issues. Avaya and Business Partner support model is also in place.
• Design, deploy and manage Contact Center architecture in on-prem, and hybrid Avaya environments
• Support all Avaya Aura core systems and technologies; including, Media Gateways, Communication Manager (CM), Session Manager, Aura Messaging (AAM), and Application Enablement Services (AES)
• Support the design and deployment efforts of complex Avaya systems and solutions specific to Contact Center technologies
• Utilize proprietary and industry standard tools and technologies to monitor, isolate and interpret Unified Communications related network traffic and faults – e.g., WireShark, TraceSM, TraceSBC, etc.
• Provide L2 escalation support, diagnose and resolve Contact Center and voice technology incidents. L3 and L4 will be provided by Avaya and/or Avaya Business Partner

MINIMUM QUALIFICATIONS: 

Either: (a) Bachelor's degree plus four additional years of related experience or (b) eight years total of related experience. 

Adheres to and exhibits our organizational core values as outlined by Penn State Health.

If chosen for this position, you may required to pass a Post Offer Employment Physical Exam in accordance with the measurements listed in the Work Task Analysis (WTA) report. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, martial status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 7:30 AM and 4:30 PM, Eastern Standard Time, Monday through Friday, emailhrsolutions@pennstatehealth.psu.eduor download ourAccommodation Instructions for Job Applicants PDFfor more detailed steps for assistance.