Serves as an escalation point in the absence of the department Director. Responsible for monitoring the daily work performance, development, training, and completion of subordinate performance evaluations to include telephone technicians and all other direct reports. Provides performance input to the department Director as needed on other employees within the department. Responsible for the total and complete daily operation of the department.
Job Specific Duties
Collaborates with the Directors as a consultant and solution provider.
Completes department budget projections and manages expenses.
Conducts performance discussions and completes employee performance appraisals on a timely basis.
Designs and maintains successful voice/data network integrations with IT on all activities and projects.
Directing and coordinates department technology projects and services with other vendors.
Ensures all telecommunications equipment and services meets guidelines and requirements of IT and Hospital Security departments.
Manages and assists designing, delivering, implementing, and supporting all voice networking infrastructure.
Manages the routine data back-up process and ensures they are performed on a timely basis.
Orients, trains, coaches, and provides feedback to employees.
Minimum Job Requirements
Cisco Certification or comparable licenses or training
4-7 years Installation and maintenance of Cisco Systems Interconnecting, Cisco Network Devices, and Cisco Telephony
4-7 years IP IVR Deployment and Cisco Customer Response Solutions Deployment (CRSD)
4-7 years Management of Cisco Unified Communications Manager (CUCM)
3-5 years Management of Cisco Unified Contact Center Express (UCCX)
3-5 years Management of a Telecommunications Team
Knowledge, Skills, and Abilities
Associate degree or Equivalent experience/Certification.
Experience in Service Now preferred.
Ability to communicate clearly and courteously with internal and external customers.
Ability to communicate effectively in English both verbally and in writing.
Ability to lead and direct the work of a team.
Demonstrate PBX technical skills with high ended and highly profiled customer references.
Maintains confidentiality of sensitive information.
Able to adapt and react calmly under stressful conditions.
Able to relate cooperatively and constructively with customers and co-workers.
Handle numerous interruptions and handle several requests simultaneously.
Knowledge of cloud-based telecommunications infrastructure.
Knowledge of hybrid cloud telephony systems
Knowledge of unified communications solutions available in the market.
Nicklaus Children’s Health System, is the region’s only healthcare system exclusively for children. In addition to Nicklaus Children’s Hospital and a growing number of outpatient centers located throughout the tri-county area, the health system includes Nicklaus Children’s Hospital Foundation, the organization’s fundraising arm; Nicklaus Children's Pediatric Specialists, a nonprofit physician practice subsidiary; a management services organization, and an ambulatory surgery center. Our vision is to be where the children are. Ultimately, this means being there through all stages of health and life, both physically and emotionally. To be a trusted partner to children and their families, not only in times of illness, but throughout their life journey. Our mission is to inspire hope and promote lifelong health by providing the best care to every child.