Telecommunications Engineer
Employee Type:
Regular
Work Shift:
Day - 8 hour shift (United States of America)
Join Team Tidelands and help people live better lives through better health!
Position Summary: The Telecommunications Engineer is responsible for the administration, maintenance, and support of Tidelands Health’s telecommunications systems, including Five9, Microsoft Teams Telephony, and eFaxing solutions. This role ensures seamless communication across the organization by managing telephony infrastructure, troubleshooting issues, and implementing best practices for system performance, security, and compliance.
Duties and Responsibilities :
• Telephony Administration (Microsoft Teams & Five9)
• Configure, manage, and support Microsoft Teams telephony and Five9 cloud-based contact center solutions.
• Monitor system performance, troubleshoot issues, and implement necessary updates or patches.
• Manage call routing, IVRs, queues, and user profiles within Five9 and Teams.
• Handle number porting and DID (Direct Inward Dialing) management, ensuring smooth transitions and proper configuration.
• Coordinate with service providers and vendors for telephony-related upgrades, maintenance, and issue resolution.
• Implement and enforce security protocols and compliance measures for telephony systems.
• Maintain detailed documentation of system configurations, call flows, and troubleshooting guides.
• eFax Administration
• Administer and support eFax solutions, ensuring reliability and compliance with HIPAA and organizational policies.
• Troubleshoot fax delivery issues and coordinate with vendors to resolve problems.
• Manage user access and permissions within the eFax platform.
• Monitor fax logs and reports to ensure system performance and compliance.
• User Support & Training
• Provide Tier 2/3 support for telephony and eFax-related issues, escalating as needed.
• Train end users on telephony features, call management, voicemail setup, and best practices.
• Develop and maintain end-user training materials and documentation.
• System Monitoring & Reporting
• Monitor call quality, dropped calls, and overall system health using analytics tools.
• Generate reports for call center performance, system usage, and potential optimizations.
• Analyze trends and recommend improvements for efficiency and user experience.
• Collaboration & Project Management
• Work closely with IT, security, compliance, and clinical teams to ensure seamless communication solutions.
• Participate in telecommunications-related projects, including migrations, upgrades, and new system implementations.
• Evaluate and recommend enhancements to telephony infrastructure based on industry best practices.
• Understanding of eFax systems and integrations with healthcare IT environments.
• Experience with number porting and DID management.
• Ability to analyze and interpret call logs, reports, and performance metrics.
• Working knowledge of security and compliance standards, such as HIPAA and NIST.
Tidelands Health is an equal opportunity employer (EOE). Tidelands Health does not discriminate against employees or applicants for employment on the basis of race, color, creed, religion, age, national origin, disability, marital status, veteran status, gender, genetic information, familial status, or any other legally protected status.
Hospitals and Health Care
Engineering and Information Technology
Full-time