Senior Cisco Voice Engineer

HealthPartners is currently hiring a Senior Cisco Voice Engineer. This role is responsible for designing, implementing, troubleshooting, and maintaining enterprise voice system solutions. The engineer ensures that system issues, enhancements, and installations are effectively coordinated with voice analysts, network management teams, and external vendors. The position also includes developing, testing, and maintaining voice system disaster recovery plans to support business continuity.

The engineer analyzes system utilization and monitors voice traffic to ensure performance meets established service levels. Based on these analyses, the role recommends configuration adjustments or technology enhancements and oversees the planning and execution of system upgrades and ongoing maintenance activities. In addition, this position collaborates closely with internal business stakeholders, participates in design sessions, projects, and crossfunctional initiatives, and provides technical recommendations and strategic guidance to support current and future voice system needs.

Required Qualifications:

• Bachelor of Science in Information Systems, Voice/Telecommunications, or Business Management or equivalent professional experience.
• Seven (7) years of experience in hardware/network design, traffic engineering, equipment vendors, and carriers and specifically the following systems:
  • Cisco Unified Communications Manager (CUCM).
  • Cisco Unity Connection (CUC).
  • Cisco Emergency Responder (CER).
  • SIP/CUBE Knowledge.
  • SIP integrations to 3rd party applications (Avaya Session Manager, Cisco CVP, cloud services, etc.).
  • Voice Gateways configuration, deployment, and troubleshooting.
• Excellent desktop usage of the MS tools, including Outlook, Teams, Word, Excel, and PowerPoint functionality.
• Excellent oral and written communication skills.
• Detail-oriented and proven organizational skills.
• Strong interpersonal relationship skills.
• Strong critical thinking skills.
• Project management experience for moderate projects.
• Exercise considerable initiative, planning, judgment, and can work independently.
• Experience with disaster recovery planning and testing.
• Drive to any location, and be available outside normal business hours, including weekends.
• Serves on a team on-call rotation schedule to address emergency production issues after hours.
• Translate technical jargon and concepts into easy-to-understand language.
• Knowledge of VOIP and QOS.
• Experience managing voice services and vendor relationships.
• General Understanding of Network Protocols e.g.: DHCP, DNS, LDAP, VLANS, SIP, FTP, SSH, and TCP/IP

Preferred Qualifications:

• Cisco Certification(s)
• Lumen Voice Complete voice services experience.
• Session Border Controller experience, particularly AudioCodes

Responsibilities:

• Provides support on the selection, implementation, installation, and maintenance of all voice related systems.
• Troubleshoots voice systems issues, providing tier three level support for voice and video systems.
• Coordinates with vendors and organizational staff for installation and planning of moves, additions, and changes of services.
• Provides training for Voice Analysts on telephone systems, voice mail, and other adjunct systems.
• Maintains inventory, by location, of all voice networks (local/long distance), hardware, cabling, pagers, and cellular phones.
• Tests and updates disaster recovery plans; ensuring adequate availability and capacity for enterprise communications.
• Conducts voice analyses and identifies cost savings opportunities.
• Analyzes quarterly traffic/busy studies for the voice and voicemail systems/network/ACD groups.
• Assists with the assessment and optimization of hardware, software, and network design through review and analysis of user needs.
• Monitors utilization levels and trends throughout the organization to determine if service levels are being met.
• Conducts feasibility studies for moderate to large projects.
• Coordinates project tasks, ensuring adequate planning and resource allocation.
• Creates, maintains, and updates voice system infrastructure diagrams and other documentation.
• Participate in technology roadmap discussions and planning.

Hours/Location:

• Monday-Friday during core business hours, with after-hours and on-call support as required.
• This position follows a hybrid work model, with remote work as the primary arrangement and 1-4 onsite days per week at HealthPartners locations in Minnesota or Wisconsin, depending on project needs.