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Job Posting Title:

Location:

Additional Posting Details:

M-F 8-5 and after hours and weekends as needed

Job Description:

Position Summary

Scottish Rite for Children is seeking a senior-level technical professional to lead the ownership and continuous improvement of the hospital’s telecommunications and clinical communications environment. This role owns day-to-day operations, reliability, vendor coordination, documentation/runbooks, and modernization planning for cloud voice services (8x8), nurse call, and emergency alert platforms (for example: Ascom and Rauland), paging and mass notification services, and Plain Old Telephone Service (POTS) lines supporting life-safety and critical operations. The role partners with the Network team to ensure voice and clinical communications traffic is prioritized through Quality of Service (QoS) and securely segmented using Virtual Local Area Networks (VLANs).

Primary Responsibilities (Owned Scope)

Cloud Voice and Telephony Platform Ownership (8x8)

• Own administration and troubleshooting for 8x8 services, including user provisioning, extensions, call routing, auto attendants, ring groups, calling queues, voicemail, reporting, and call recording configurations.
• Standardize and maintain call flow designs for critical departments, including day, after-hours, downtime, and business continuity routing.
• Drive operational hygiene and cost control, including periodic cleanup of unused licenses and voicemail boxes and maintaining accurate service inventories.

Clinical Communications (Nurse Call and Emergency Alert)

• Serve as the technical lead for nurse call and emergency alert platforms and workflows (for example: Ascom nurse call and Rauland emergency alert).
• Coordinate clinical alerting and integration workflows (for example: code blue alerting and wireless handset workflows) with clinical stakeholders and Biomedical Engineering.
• Lead incident response, root cause analysis, and sustained corrective actions for recurring clinical communications issues, coordinate vendor escalation, and follow-through.

Paging and Mass Notification

• Support overhead paging and mass notification services and integration; streamline emergency communications workflows and improve coverage where required.

Plain Old Telephone Service (POTS) Lines and Life-Safety Connectivity

• Own support and coordination for POTS/analog lines supporting elevators, fire panels, alarms, and fax services; manage carrier coordination and service restoration.
• Lead modernization planning and technical readiness for transitions away from legacy analog services where appropriate.

Network Collaboration (Partner, Not Owner)

• Partner with the Network team on endpoint connectivity requirements, Quality of Service (QoS), and VLAN segmentation for voice and clinical communications traffic (collaboration and requirements definition; not network architecture ownership).

Service Governance and Documentation (Senior-Level Expectation)

• Maintain and continuously improve runbooks, escalation paths, vendor contacts, circuit/line inventories, and service restoration procedures.
• Establish a vendor operating cadence (service reviews, problem management, planned maintenance coordination) and track outcomes.

Automation and Artificial Intelligence (AI) Roadmap

• Build and execute a phased automation roadmap that reduces manual effort and improves time-to-resolution.
• Prioritize automation for repeatable fulfillment (adds, moves, changes), license and voicemail hygiene workflows, and proactive monitoring/alerting improvements.

Required Qualifications (Must-Have)

• Seven (5-7) or more years of experience in telecommunications and Unified Communications in a mission-critical environment; healthcare experience strongly preferred.
• Demonstrated ownership of enterprise voice services, including call routing design, troubleshooting, and operational governance.
• Experience partnering with network engineering teams to define and validate Quality of Service (QoS) and segmentation requirements for voice and clinical communications endpoints.
• Strong documentation discipline (runbooks, call flow diagrams, inventories, and standard operating procedures).
• Proven ability to lead incidents and vendors through escalation, root cause analysis, and sustained corrective actions.

Preferred Qualifications (Nice-to-Have / Can Learn)

• Direct hands-on experience administering 8x8 (or similar cloud voice platforms).
• Direct experience with nurse call and clinical communications platforms such as Ascom, and Rauland or similar platforms.
• Experience supporting mass notification and overhead paging solutions and their integrations.
• Relevant certifications such as Cisco Certified Network Associate (CCNA) or CompTIA Network+.

Education

• Bachelor’s degree in information technology, Engineering, Telecommunications, or a related field preferred.
• Equivalent combination of education, training, and relevant experience will be considered.

Support Model

• Onsite during standard business hours.
• Participates in an on-call rotation for mission-critical telecommunications and clinical communications.