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L.A. Care Health Plan Logo L.A. Care Health Plan · IT - Administration

Unified Communications Engineer III

United States, Los Angeles 91536.00 - 151034.00 USD / Year · Job Posted May 03, 2026
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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, 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
  • Lead the troubleshooting and design efforts, including IVR/CVP, WebEx, Cisco phone technologies
  • Installs, configures, and maintains complex Telecommunication components such as gateways, telecomm software
  • Oversees and coordinates the day-to-day planning, design, operation and maintenance of the voice networks, including call center systems and software
  • Monitor Cisco IP phones and extensions
  • Lead all telecom projects and act as an escalation point for senior and junior telecom staffs
  • Oversees and mature collaboration tools such as WebEx and all videoconferencing systems
  • Facilitates implementation of Cisco IVR/CVP design and NICE Recording along with configuring UCCE, ICM and CVP scripts
  • Assists with the preparation of cost estimates for current and proposed telecommunications work
  • Evaluates new products, performs complex telephony problem resolution and develops documentation of technical standards and interface applications
  • Document translations and gateway configurations
  • Provides strategic direction, guidance and integration of products and services
  • Develops, implements, and maintains policies, procedures, and associated training plans for the telecommunications engineering group
  • Oversees and coordinates the work of the voice telecommunications engineering staff members to achieve availability goals
  • Keeps current on latest technologies and best practices
  • Lead project teams through implementation of large, complex projects from project conceptualization through implementation and project acceptance
  • Leads complex research and development efforts associated with the network
  • Responsible for researching hardware and telecom software that will fit the needs of all L.A. Care business units
  • Outlines and reviews departmental records, which include total network assessment and voice system appraisals
  • Performs liaison duties, including providing daily support and essential telecommunications activities to customers
  • Provides mentoring to less experienced members of the team
  • Works on client requests for support in terms of helping out with telephony, sudden changes, maintenance, and repair issues
  • Actively participates in reporting and supervising telephony systems, network nodes, and other associated voice related functions
  • Performs the monthly telecommunication service reports submitted to senior management
  • Assesses, diagnoses, and resolves complex network problems utilizing advanced capabilities of network analysis tools such as the Network Associates Sniffer
  • Trains other Network Engineers on the resolution of complex problems
  • Collaborates with the IT operation team to get telecom technologies up and running
  • Leads the enhancement, execution, and design of a client focused solution based on specified prerequisites, defined within a contract
  • Responsible for all aspects of administration and monitoring of Call Center systems and software, IVR/CVP, AT&T Connect Conferencing, Right fax, Cisco Universal, Call Manager, WebEx, IM and UCCX
  • Applies subject expertise in evaluating business operations and processes
  • Identifies areas where technical solutions would improve business performance
  • Consults across business operations, providing mentorship, and contributing specialized knowledge
  • Ensures that the facts and details are correct so that the project's/program's deliverable meets the needs of the department, organization and legislation's policies, standards, and best practices
  • Provides training, recommends process improvements, and mentors junior level staff, department interns, etc. as needed
  • Performs other duties as assigned

Requirements

  • At least 5 years of system testing and integration experience and/or I.T. Telecommunications with the demonstrated experience on the following list of stated knowledge/experience/skills
  • Customer orientation- establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
  • Timing and prioritization of production jobs to meet deadlines and regulatory compliance
  • Critical thinking skills and a 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 as a whole
  • Demonstrate working knowledge of telecommunications equipment and software (Cisco UCCE / PCCE, VRU, UCM, CVP,VXML,SIP Trunking, Workforce management (WFM) Convergys IVR/CVP, WebEx, Jabber, and AVST)
  • Configure PG Explorer, CUCM Server
  • Knowledgeable in intelligence collection systems, identifying and gathering requirements, and supporting operational planning
  • Strong experience in TCP/IP, Microsoft Outlook email and PDA's
  • Demonstrate working knowledge in voice recording technologies such as NICE
  • Bachelor's Degree (or equivalent education and/or experience may be considered)
  • Cisco Certification in Voice over Internet Protocol (VOIP)

What we offer

  • Paid Time Off (PTO)
  • Tuition Reimbursement
  • Retirement Plans
  • Medical, Dental and Vision
  • Wellness Program
  • Volunteer Time Off (VTO)
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