Telecommunication-Unified Technician

Southeast Georgia Health System • Brunswick, GA

134d

About The Position

The position involves providing Tier 2/3 support for Avaya Communication Manager 10.1/10.2 and related VoIP infrastructure, including Session Border Controllers (SBCs), voicemail, and call routing. The role requires serving as technical support for the integration and operation of unified communications tools such as Oracle Cerner CareAware Connect, TigerConnect, and Microsoft Teams (voice, chat, and meetings), as well as iOS and Spectralink wireless handsets. Responsibilities include coordinating MAC requests, troubleshooting system-wide telecom issues, and training users on phone systems, voicemail trees, and UC features. Additionally, the position entails maintaining telecom asset inventory, documentation, backup schedules, and change management records, assisting in telecom project implementations, and collaborating with clinical and IT teams to support communication workflows, on-call scheduling, and smart device provisioning. The role also involves managing data circuits with carriers, maintaining fiber/copper backbone documentation, and supporting critical emergency systems such as Code Blue and Emergency Notification. Compliance with HIPAA, Joint Commission standards, and national patient safety goals is essential, along with assisting in the configuration, maintenance, and support of CareAware Connect and CareAware Administrator modules to ensure optimal performance in clinical communication workflows. Lastly, the position supports the administration and integration of Oracle Cerner iCommand systems to enhance centralized monitoring and remote support capabilities.

Requirements

• Associate's Degree in related area (or experience equivalent).
• Minimum 3 years of experience with enterprise telecommunications systems and unified communications.
• Avaya ACIS or ACSS Certification preferred.
• ITIL Foundations or equivalent service management training desirable.
• Knowledge of Avaya, SIP, VoIP, call flow design, and QoS principles.
• Experience supporting TigerConnect and CareAware Connect.
• Proficient in mobile device deployment (iOS, Android, Spectralink).
• Strong interpersonal and customer service skills.
• Ability to analyze, document, and improve communication workflows.

Nice To Haves

• Bachelor's Degree in related area (or experience equivalent) preferred.

Responsibilities

• Provide Tier 2/3 support for Avaya Communication Manager 10.1/10.2 and related VoIP infrastructure.
• Serve as technical support for integration and operation of unified communications tools including Oracle Cerner CareAware Connect, TigerConnect, and Microsoft Teams.
• Coordinate MAC requests and troubleshoot system-wide telecom issues.
• Train users on phone systems, voicemail trees, and UC features.
• Maintain telecom asset inventory, documentation, backup schedules, and change management records.
• Assist in telecom project implementations, including facility expansions and system upgrades.
• Collaborate with clinical and IT teams to support communication workflows, on-call scheduling, and smart device provisioning.
• Manage data circuits with carriers and maintain fiber/copper backbone documentation.
• Support and test critical emergency systems including Code Blue, Overhead Paging, Emergency Notification, and power failure redundancy.
• Ensure compliance with HIPAA, Joint Commission standards, and national patient safety goals as they relate to communication technologies.
• Assist with configuration, maintenance, and support of CareAware Connect and CareAware Administrator modules.
• Support the administration and integration of Oracle Cerner iCommand systems.

What This Job Offers

• Career Level: Mid Level
• Industry: Nursing and Residential Care Facilities
• Education Level: Associate degree