Telecommunications Administrator at Santa Clara Family Health Plan

Telecommunications Administrator

Salary Range: $85,740 - $128,610
The expected pay range is based on many factors, such as experience, education, and the market. The range is subject to change.

FLSA Status:Non-Exempt
Department:Information Technology
Reports To:Manager, IT System Support

Employee Unit: Employees in this classification are represented by Service Employees International Union (SEIU) Local No. 521

GENERAL DESCRIPTION OF POSITION

The Telecommunications Administrator is an integral team member who is responsible for testing, planning, designing, configuring, implementing, maintaining, and supporting the telephone system, including the call center infrastructure, voicemail, and fax lines. Acting as the main point of contact, the Telecommunications Administrator performs all troubleshooting for telephone system-related issues and conducts daily monitoring of the system to ensure it performs as designed in support of SCFHP objectives and regulatory compliance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below.

1. Plan, design, configure, implement, maintain, and support the telephone/voicemail systems and fax lines, including call center infrastructure.

2. Provide daily, first-level support and maintenance of the telephone system to users, coordinate with internal departments and vendors to troubleshoot as needed, and document repairs/services in a timely manner.

3. Perform upgrades and patches in a timely manner.

4. Perform testing of the telephone system to verify system updates and to ensure quality of performance.

5. Perform scheduled system maintenance according to procedures and schedules.

6. Participate in disaster recovery planning and testing for telecom systems.

7. Assist new users with training/assistance.

8. Create desktop step-by-step procedures for day-to-day processes; review and update annually or as required.

9. Identify issues, trends, and opportunities to improve efficiency and/or quality, or to better assist users and report relevant information and recommendations to management.

10. Assist with departmental telephone projects requiring specific knowledge of the hardware and software applications related to the telecommunications network.

11. Maintain inventory of desk and cell telephones, headsets, MIFI devices, and accessories.

12. Perform other related duties as required or assigned.

REQUIREMENTS - Required (R) Desired (D)

The requirements listed below are representative of the knowledge, skill, and/or ability required or desired.

1. Associate's degree in computer science, or related field, or equivalent experience, training, or coursework. (R)

2. Minimum three years of experience as a telephone administrator in the operation, maintenance, and repair of telecommunication systems or an internal helpdesk point-of-contact for problems with telephone systems. (R)

3. Cisco CUCM / UCCX Call Center Administration. (R)

4. Cisco scripting and configuration with call workflow and the ability to debug the system to troubleshoot issues. (R)

5. Ability to monitor the telephone services integrated voice response (IVR) system and resources to ensure 99% production uptime. (R)

6. Knowledge of Windows and Windows Active Directory. (D)

7. Ability to design, configure, implement, maintain, and support the telephone/voicemail systems and fax lines, including call center infrastructure. (R)

8. Ability to create, maintain, and update documentation about the telephone system, including the call center processes. (R)

9. Working knowledge of and the ability to efficiently operate all applicable computer software, including computer applications such as Outlook, Word, and Excel. (R)

10. Excellent communication skills, including the ability to express oneself clearly and concisely when providing service to SCFHP users, internal departments, and outside entities over the telephone, in person, or in writing. (R)

11. Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established timeframes. (R)

12. Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position. (R)

13. Ability to maintain confidentiality of all HIPAA and SCFHP information and data. (R)

14. Ability to comply with SCFHP's policies and procedures. (R)

15. Ability to perform the job safely with respect to others, to property, and to individual safety. (R)

WORKING CONDITIONS

Generally, duties are primarily performed in an office environment while sitting or standing at a desk. Incumbents are subject to frequent contact with and interruptions by co-workers, supervisors, and plan members or providers in person, by telephone, and by work-related electronic communications.

PHYSICAL REQUIREMENTS

Incumbents must be able to perform the essential functions of this job, with or without reasonable accommodation:

1. Mobility Requirements: regular bending at the waist, and reaching overhead, above the shoulders and horizontally, to retrieve and store files and supplies and sit or stand for extended periods of time; (R)
2. Lifting Requirements: regularly lift and carry files, notebooks, and office supplies that may weigh up to 10 pounds; (R)
3. Visual Requirements: ability to read information in printed materials and on a computer screen; perform close-up work; clarity of vision is required at 20 inches or less; (R)
4. Dexterity Requirements: regular use of hands, wrists, and finger movements; ability to perform repetitive motion (keyboard); writing (note-taking); ability to operate a computer keyboard and other office equipment;(R)
5. Hearing/Talking Requirements: ability to hear normal speech, hear and talk to exchange information in person and on telephone; (R)
6. Reasoning Requirements: ability to think and work effectively under pressure; ability to effectively serve customers; decision making, maintain a concentrated level of attention to information communicated in person and by telephone throughout a typical workday; attention to detail. (R)

ENVIRONMENTAL CONDITIONS

General office conditions. May be exposed to moderate noise levels.

EOE