The Manager of Telecom will oversee the installation, configuration, management, and
troubleshooting of Cisco Unified Communications solutions to all of the health-plan’s contact
center organizations (Member Services, Health Services, Claims, PR, and Admin) in the areas of
operations, system enhancement & configuration, report generation, knowledge management,
and training. This role involves maintaining a robust and secure UC environment, providing enduser support, and ensuring system uptime to deliver seamless communication for our
organization.

▪ Administers and configures Cisco Unified Communications Manager (UCM) rlse 14 for
call routing, SIP, dial plan configurations and the Cisco package contact center rlse 12.6.
▪ Manages the setup, troubleshooting, and maintenance of Cisco 78xx and 88xx series desk
phones and analog gateways.
▪ Ensures high availability and redundancy of the UC environment, including managing
Cisco UCM clusters, gateways, and voice services.
▪ Configures, provisions, and deploys Cisco 7800 and 8800 series IP phones, including
firmware upgrades, settings, and feature configurations.
▪ Troubleshoots phone registration and call quality issues, ensuring the phones are
optimized for voice and video communication.
▪ Monitors the health and performance of Cisco Unified Communications infrastructure,
identifying areas for improvement and optimization.
▪ Utilizes monitoring tools to track system performance, call quality metrics, and logs to
troubleshoot issues proactively for the Verint workforce management tool and 2ring
dashboard displays.
▪ Works closely with the network team, system administrators, and other IT personnel to
maintain seamless communication across platforms.
▪ Documents configurations, procedures, and troubleshooting steps to ensure knowledge
transfer and consistency across teams.
▪ Provides training to internal users and IT staff on Cisco UC systems, phone usage,
contact center and best practices.
▪ Supports all telecom products including Cisco Expressways, Cisco Unified voicemail,
Cisco PCCe Rlse, Cisco Unified Intelligence Center, Esker on Primise Fax server, 2Ring
Dash Displays, Cisco ISR and 8200 Routers, Singlewire 911 System, speech and desktop
analytics.
▪ May supervise and provide guidance to staff as assigned.
▪ Other duties as assigned.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE:

$136,296.78 - $177,185.82

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive or definitive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.