Lucile Packard Children's Hospital Stanford Senior Unified Communications Engineer - Telecommunications (1.0 FTE, Days) in Palo Alto, California

Information Technology

1.0 FTE, 8 Hour Day Shifts

Lucile Packard Children's Hospital Stanford is the heart and soul of Stanford Children’s Health. Nationally ranked and internationally recognized, our 311-bed hospital is devoted entirely to pediatrics and obstetrics. Our six centers of excellence provide comprehensive services and deep expertise in key obstetric and pediatric areas: brain & behavior, cancer, heart, pregnancy & newborn, pulmonary and transplant. We also provide an additional, wide range of services for babies, kids and pregnant moms.

Under general supervision of the Unified Communications Manager, the Senior Unified Communications Operations Engineer is responsible operational oversight of all IS Communications solutions. IS Communication solutions include all technologies and services required for the enablement of secure and non-secure voice, video, telehealth, text messaging communications and Corporate Faxing Solution.

The Senior Unified Communications Operations Engineer will work with other departmental service leads and technology owners to guide continuous improvements (using Lean and other process improvement techniques) to Unified Communications processes. Additionally, in collaboration with other subject matter experts, the IS Senior Unified Communications Operations Engineer will document current state configurations, develop operational standards and processes, supervise workload allocation to themselves and other team members, ensure timely completion of all incidents and requests, develop and produce operational reports, as well as mentoring and training Operational staff.

This person must work effectively with clinical and non-clinical team members from all levels of the organization in order to achieve the stated objectives.

Essential Functions

  • Executive Level Support (C Level, VP, Directors) for unified communication matters

  • Monitor and report on IS Unified Communications services metrics

  • Tier 1-2 end user support for all Unified Communications (collaborative applications, Telehealth, mobile devices, video, voice and fax services)

  • Interface and escalate with other technology teams to ensure new deployment or existing technology issues are resolved in a timely manner

  • Perform front line troubleshooting and ongoing maintenance on all A/V services such as wireless sharing (Barco), monitors, Stratus Ipads (interpreter services), touch screens, projectors, etc.

  • Work with remote users (internal and external) to successfully connect with existing video conferencing equipment

  • Assist or perform Unified Communications software and hardware upgrades to endpoints or core infrastructure

  • Perform or supervise installation of video conferencing and A/V equipment

  • Document processes and procedures for existing areas of responsibility

  • Assist with day-to-day operational aspects of a project and scope.

  • End User Support and Training on existing and new platforms

  • Manage high profile meetings and events

  • Clearly translate and communicate information and concepts surrounding IS Unified Communications services between and across different groups and levels within and outside of the organization

  • Communicate effectively in person, over the phone, and through email

  • Treat all co-workers and customers with respect, and consistently model PCARES (i.e. customer service) behaviors and best practices

Minimum Requirements

  • Bachelor’s degree from an accredited college or university

  • 7 - years of experience in Unified Communications, VoIP field or any combination of education and experience that would provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications

  • License/Certification: Cisco Certified Network Associate(CCNA) or Cisco Certified Network Professional CCNP-Voice preferred

  • Ability to demonstrate verbal and written communications skills

  • Analytical and problem solving skills

  • Conversant with TCP/IP, SIP, H323 and PSTN concepts and protocols

  • Solid experience on Video Infrastructure: Cisco TMS, VCS-e/VCS-c, Telepresence Server, Cisco Unified Communications Manager/Call Manager

  • Solid experience on installation and deployment of Cisco Telepresence endpoints

  • Interop gateways (H323, SIP)

  • Ability to console or remote session for backend configuration (CLI)

  • Ability to lift 50lbs (minimum)

  • Knowledge of A/V integrated systems for office and/or medical environments

Preferred Experience

  • 2 years in a team lead role with proven operational process development experience

  • Real-time collaborative tools and messaging (Cisco WebEx and Jabber applications)

  • Mobile Device Management (AirWatch MDM)

  • Electronic faxing solutions (RightFax)

  • Wireless healthcare telephony and infrastructure (Voalte, DAS)

  • Digital signage (AppSpace, BrightSign)

  • Knowledgeable of infrastructure security risks

Equal Opportunity Employer

Lucile Packard Children’s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance. REQNUMBER: 5833-1A