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Unified Communications Engineer III

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L.A. Care Health Plan

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Location:
United States , Los Angeles

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

91536.00 - 151034.00 USD / Year
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Job Description:

The Unified Communications Engineer III leads support of all administrative, planning, monitoring and integration aspects of Call Center, Converge IVR/CVP, In House WebEx, Right fax, Cisco Universal Call Manager and UCCE / PCCE with an emphasis on CVP Scripting. Assist in implementing ICM, CTI/CTIOS and Call Center Reporting. Help secure operation, as well as participate in disaster recovery preparation to ensure communications are in place. Contribute with disaster recovery exercises to demonstrate the capability of establishing Telecommunications in the event of an outage. Perform research, evaluation, installation, and upgrades of Telecom hardware and applications. Assist Helpdesk in areas concerning telecommunications and work with network administration to resolve connectivity issues. Be proactive with training and ensure that documentation is created so that junior staffs can grow and handle such issues with ease in the future. Troubleshoot, rebuild, recover and tune telecom equipment. Adhere to standard operating procedures (SOP’s) to guarantee a stable environment. Work closely with business units/end-users, and vendors resulting in solutions for L.A. Care’s growth and success. Lead large telecomm projects and ensure staff are effectively performing their tasks to meet deadlines and provide fully functional outcomes. Help with monthly telecommunication system risk analysis and assessment reports. Provide the above mentioned support in a 7x24 operation. Acts as a Subject Matter Expert, serves as a resource and mentor for other staff.

Job Responsibility:

  • Lead support of all administrative, planning, monitoring and integration aspects of Call Center, Converge IVR/CVP, In House WebEx, Right fax, Cisco Universal Call Manager and UCCE/PCCE with an emphasis on CVP Scripting
  • Assist in implementing ICM, CTI/CTIOS and Call Center Reporting
  • Help secure operation and participate in disaster recovery preparation
  • Perform research, evaluation, installation, and upgrades of Telecom hardware and applications
  • Assist Helpdesk in areas concerning telecommunications
  • Work with network administration to resolve connectivity issues
  • Be proactive with training and ensure documentation is created
  • Troubleshoot, rebuild, recover and tune telecom equipment
  • Adhere to standard operating procedures (SOP’s)
  • Work closely with business units/end-users, and vendors
  • Lead large telecomm projects
  • Help with monthly telecommunication system risk analysis and assessment reports
  • Provide support in a 7x24 operation
  • Act as a Subject Matter Expert and mentor for other staff.

Requirements:

  • Bachelor's Degree (or equivalent education/experience)
  • At least 5 years of system testing and integration experience and/or I.T. Telecommunications
  • Demonstrated experience with Cisco UCCE/PCCE, VRU, UCM, CVP, VXML, SIP Trunking, Workforce management (WFM), Convergys IVR/CVP, WebEx, Jabber, AVST
  • Knowledge of configuring PG Explorer, CUCM Server
  • Strong experience in TCP/IP, Microsoft Outlook email and PDA's
  • Working knowledge in voice recording technologies such as NICE
  • Cisco Certification in Voice over Internet Protocol (VOIP)
  • Customer orientation
  • Timing and prioritization of production jobs to meet deadlines and regulatory compliance
  • Critical thinking skills
  • Team player
  • Strong communication (written and verbal), project management, and organization skills
  • Display effort on personal growth while contributing to the advancement of the department and company
  • Travel to offsite locations for work required.
What we offer:
  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)

Additional Information:

Job Posted:
April 22, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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