Description:
The Senior Systems Analyst - Voice & Telephony Systems is responsible for the operation, and reliability of enterprise phone and voice communication systems. This role manages telephony platforms, VoIP infrastructure, unified communications, and related voice equipment to ensure 24x7 availability for clinical and operational users, while partnering with stakeholders and vendors to modernize and sustain critical voice services.
Here's What You'll Get To Do
- Serve as the senior technical resource for enterprise voice and telephony systems, including on-premise and cloud-based phone platforms, VoIP infrastructure, and unified communications solutions.
- Work with the voice communication Technical lead to evaluate current state and set the roadmap and strategy for the organization's voice communication strategy and roadmap, in collaboration with Collaboration and Communication leadership.
- Manage the day-to-day operation, support, and continuous improvement of critical voice communication services, including VoIP PBX platforms, Cloud PBX (Microsoft Teams), SBC and related voice endpoints.
- Coordinate support, maintenance, and enhancements for all voice-related systems and equipment, ensuring high availability and reliability for clinical and operational users.
- Act as a primary escalation point for complex voice and telephony issues, providing expert troubleshooting, root-cause analysis, and resolution.
- Partner closely with clinical stakeholders, operational teams, and leadership to gather requirements, address complex service requests, and ensure voice solutions meet patient care and business needs.
- Oversee and guide the Locating (communication analysts) team, providing technical direction, mentorship, and operational oversight to ensure optimal system performance and service delivery.
- Ensure 24x7 operational coverage for Locating services and voice systems, including participation in an on-call rotation as required.
- Lead and coordinate changes to voice systems, including impact assessment, documentation, stakeholder communications, and submissions to Change Advisory Board (CAB).
- Provide subject matter expertise on voice technologies during projects, including telephony modernization, VoIP initiatives, and unified communications implementations.
- Establish and maintain comprehensive technical documentation, standards, and operational procedures for all voice and telephony systems.
- Define and implement processes to audit and validate voice workflows, and associated hardware to ensure readiness and compliance.
- Develop and maintain advanced reporting and metrics to measure the effectiveness and reliability of the voice communications portfolio
- Manage vendor relationships related to telephony and voice services, ensuring service quality, contract compliance, and alignment with organizational objectives.
- Ensure all voice communication technologies align with organizational strategy, regulatory requirements, and institutional values.
- Work in a hybrid environment as required.
Here's What You'll Need
- Technical degree or diploma and/or equivalent business experience.
- Minimum of 10 years of experience supporting and managing enterprise voice and telephony in a large complex environment.
- Strong hands-on experience with telephony systems, including analog and VoIP platforms (Avaya preferably), voice mail, Microsoft Teams Phone, Session Border Controllers (SBCs).
- Demonstrated experience leading or contributing to complex voice and unified communications projects.
- Strong analytical and problem-solving skills, with the ability to use operational data and reporting to drive improvements.
- Proven ability to collaborate effectively with cross-functional teams, clinical stakeholders, and external vendors.
- Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences.
- Experience coordinating project and task with external partners.
- Commitment to equity, diversity & inclusion.