Communications

• Administer and engineer enterprise cloud-based Unified Communications platforms, including Cisco Webex Calling, Webex Contact Center, and Webex Connect, using Cisco Control Hub.
• Design, configure, and maintain calling and contact center services, including locations, licenses, PSTN services, phone numbers, users, workspaces, auto attendants, IVRs, queues, routing strategies, voicemail, skills-based routing, and digital channels.
• Develop and manage enterprise dial plans, numbering strategies, E911 configurations, and telephony policies to ensure regulatory compliance and operational consistency.
• Monitor, maintain, and optimize UC and Contact Center platforms to ensure high availability, performance, call quality, and adoption, proactively identifying and resolving issues.
• Provide Tier 3 / highest-level technical support and escalation management, including complex troubleshooting, SLA-driven issue resolution, and coordination with Cisco TAC, carriers, and third-party vendors.
• Manage full user, license, and role lifecycle governance, including provisioning, deprovisioning, access controls, and enforcement of least-privilege security models.
• Design, implement, and support integrations between communications platforms and enterprise systems such as Epic, Salesforce, ServiceNow, and other business applications.
• Ensure security, compliance, and audit readiness by implementing platform controls and maintaining adherence to organizational standards and regulatory requirements (e.g., HIPAA, PCI, GDPR where applicable).
• Develop and maintain reporting, analytics, and dashboards using Webex Contact Center Analyzer and platform tools to measure performance, productivity, and service quality.
• Lead or support migrations and major initiatives, including transitions from legacy or on-premises telephony/contact center platforms to cloud-based solutions.
• Create and maintain comprehensive technical documentation, including system designs, workflows, runbooks, standards, and procedures in centralized, secure repositories.
• Partner with enterprise stakeholders and customers as a trusted technical advisor, translating business needs into technical designs, workflows, use cases, and solution recommendations.
• Collaborate with network, cloud, security, application, PMO, and support teams, serving as a subject matter expert throughout project planning, execution, testing, and lifecycle management.
• Contribute to platform strategy, architecture, and continuous improvement, including roadmap planning, vendor evaluation, optimization initiatives, and adoption of industry best practices.
• Mentor and provide technical guidance to other IT staff, supporting skills development, operational maturity, and consistent delivery of Unified Communications services; participate in after-hours support as required.

Unified Communications Engineer

Security Engineer

• Responsible for building system components, testing, implementation support, and maintenance of assigned Epic applications.
• Perform in-depth analysis, troubleshooting, data collection, and root cause analysis and then identify and/or implement potential solutions for issues related to the system or usage of it.
• Analyze/review and test each product release and communicate needed changes to operations.
• Must be able to document and follow system change control procedures for the system.
• Work closely with other analysts, Epic third- party vendors, and operations to ensure that system integrity is maintained and that IT deliverables meet operational business needs.
• Research, analyze, facilitate, and implement business and system workflows in order to expedite process improvement and coordinate business practices.
• Identify best practices and implement opportunities for standardization.
• Utilize standardized department tools/software systems to plan task/projects and monitor progress toward milestones and deadlines, reassigning resources when necessary to meet organizational objectives.
• Maintains up-to-date expertise on the operation and application of various applications.
• Able to travel between all Central Health clinics.
• Provides third tier support for various applications/modules when an issue is escalated to the help desk.
• Create and track tickets with vendors.
• Ensures support tickets are being worked in a timely manner in accordance with our service level agreements (SLA).
• Provide technical support via phone, online, and/or in person.
• Serve as a primary resource to the EMR super- users in ticket resolution.
• Guides workflow design, building and testing the system, and analyzing other technical issues.
• Coordinates system changes with the governance team for decision making.
• Identifies and implements requested changes to the system.
• Serves as a liaison between end users’ workflow needs and technical staff/vendors.
• Maintains regular communication with vendors for assigned applications.
• Works with vendors, the organization, and end users to ensure the systems meet the organization’s business needs regarding the project deliverables and timeline.
• Provides management technical system guidance to improve and streamline operational workflows.
• Works collaboratively with the trainers to ensure that training materials are up to date and reflect the current build of the various systems.

Epic Application Analyst – Security

Data Analyst

• Oversees the development, maintenance, and enhancement of reporting systems
• Automates reporting wherever feasible
• Develops key performance indicator dashboards
• Identifies and implements data strategy initiatives
• Collaborates with stakeholders to determine data analytic priorities
• Leverages Snowflake and embedded reporting capabilities
• Reports to VP of Quality, Analytics and Performance Improvement

Director of Data Analytics, Business Intelligence

QA Engineer

• Create educational materials appropriate to positions.
• Implement and facilitate training programs for all new and existing employees utilizing Navigation Center software.
• Design and implement skill-based competencies to be used within the CH Navigation Center to assist with identifying improvement opportunities.
• Develop and provide refresher trainings to staff members and/or department as needed.
• Effectively communicate verbally and in writing complex information in a manner that is easy to understand and learn.
• Adapt training materials and methodology based on the training group size method (in-person or virtual).
• Demonstrate a comprehensive knowledge of Central Health's Navigation Center's policies and procedures.
• Conduct call monitoring and provide feedback to department leaders.
• In conjunction with Department Leaders create reports to monitor the effectiveness of training and identify areas needing re-training.

ADP

Unified Communications Engineer

Epic Application Analyst – Security

Director of Data Analytics, Business Intelligence

Navigation Center QA and Operations Trainer