Must-haves
3-5 years experience as a Telecommunications System Analyst in an enterprise environment
Proven experience in administering and supporting Cisco Unified Communications Manager (CUCM) (formerly Cisco Call Manager) systems in enterprise environments
Cisco certifications such as CCNA Voice, CCNP Collaboration, or CCIE Collaboration preferred.
Strong understanding of VoIP protocols, SIP, H.323, RTP, and TCP/IP networking principles.
Proficiency in configuring and troubleshooting Cisco IP phones, gateways, and SIP trunks.
Familiarity with voice codecs, QoS, VLANs, and network routing protocols (e.g., OSPF, BGP).
Excellent problem-solving skills and the ability to analyze complex technical issues independently.
Plusses
Experience with network monitoring tools, call recording systems, and telephony analytics platforms is a plus.
Day to Day:
Insight Global Health is looking for a Telecommunication System Analyst for one of our largest Healthcare clients. He/She will be responsible for ensuring the smooth operation, maintenance, and troubleshooting of Cisco Unified Communications Manager (CUCM) systems within our organization. Your role will involve providing technical support to resolve issues related to voice communications infrastructure, including call routing, telephony features, and integration with other systems. You will work closely with the IT team, network engineers, and end-users to deliver high-quality support services and optimize the performance of our Cisco Call Manager environment.
System Administration: Manage and administer Cisco Unified Communications Manager (CUCM) systems, including user accounts, device configurations, dial plans, and system settings.
Troubleshooting: Diagnose and resolve technical issues related to voice communication services, such as call routing problems, voice quality issues, and device registration failures.
Incident Management: Respond to service desk tickets and inquiries related to Cisco Call Manager promptly, ensuring timely resolution of issues and effective communication with end-users.
Maintenance and Upgrades: Perform routine maintenance tasks, software upgrades, and patch installations to keep the Cisco Call Manager infrastructure secure and up to date.
Monitoring and Performance Optimization: Monitor system performance, analyze call logs, and implement optimizations to improve the reliability, scalability, and efficiency of voice communication services.
Documentation: Maintain accurate documentation of configurations, procedures, and troubleshooting steps for the Cisco Call Manager environment, ensuring knowledge transfer and compliance with internal policies.
Collaboration: Collaborate with network engineers, system administrators, and vendors to integrate Cisco Call Manager with other network infrastructure components, such as routers, switches, and firewalls.
Training and Support: Provide training and support to end-users, IT staff, and helpdesk personnel on Cisco Call Manager features, functionality, and best practices for efficient use of voice communication services.
Security and Compliance: Implement security measures and adhere to compliance standards (e.g., HIPAA, GDPR) to protect sensitive information and ensure regulatory compliance in voice communication systems.
