At Houston Methodist, the Network Engineer II position is responsible for routine installation, testing, analysis and support of all elements of the network facilities (including power, communications machinery, software, lines, modems, and terminals), ensuring stable network performance. Monitors and controls performance and status of the network resources. Utilizes software and hardware tools, identifies and diagnoses problems and factors affecting network performance. Possesses and applies a broad knowledge of principles, practices, and procedures relating to network technologies, to the completion of moderately difficult assignments. Troubleshoots networking and operating systems problems, providing technical assistance and resolution. Assesses network needs and designs solutions that conform to corporate standards for projects.

We are seeking a highly skilled Cisco Contact Center Enterprise (CCE) Engineer to join our team. The ideal candidate will have extensive experience in designing, implementing, and maintaining Cisco Contact Center solutions, including UCCE, PCCE, and UCCX. This role requires a deep understanding of Cisco Unified Communications and Contact Center technologies, as well as strong problem-solving and communication skills.

Key Responsibilities:

• Design and Implementation: Design, configure, and deploy Cisco Contact Center Enterprise solutions, including UCCE, PCCE, and UCCX
• System Integration: Integrate Cisco Contact Center solutions with other enterprise systems and applications.
• Maintenance and Support: Provide ongoing maintenance and support for Cisco Contact Center solutions, ensuring high availability and performance
• Troubleshooting: Diagnose and resolve technical issues related to Cisco Contact Center solutions.
• Documentation: Create and maintain detailed technical documentation, including system design documents, configuration guides, and troubleshooting procedures
• Training and Knowledge Transfer: Provide training and knowledge transfer to clients and internal teams on Cisco Contact Center solutions
• Project Management: Manage projects related to the deployment and enhancement of Cisco Contact Center solutions, ensuring timely delivery and adherence to project scope and budget

Security and Compliance: Ensure that Cisco Contact Center solutions comply with industry standards and security best practices

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Communicates (oral and written) effectively with customers, vendors, colleagues, and management about services, contact information, system availability, and information.

• Support ITIL processes to help promote others to follow and conform to applicable policies, procedures, and processes.

• Partner with internal and external team members on projects and/or problem resolution tasks.

SERVICE ESSENTIAL FUNCTIONS

• Maintain and supports all access and distribution layer technologies.

• Supports multiple IT projects including organization wide Network, Unified Communication (UC), Cabling, Audio/Visual, and new construction.

• Assists with the administration and maintenance of core and data center network and/or telecommunications systems.

• Resolves complex network issues related but not limited to WAN, LAN, Voice, and other infrastructure related problems

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Maintains IDF/MDF and DC closet elements.

• Assist in quality control testing, policy implementation, and training of enduses on communication channels as needed. (i.e. VPN, WebEx, phones, etc.)

• Provides problem resolution, technical analyses, and progress reports on assigned projects.

• Assist in the documentation of network designs, problems, root cause analysis, and disaster plans.(EF)

FINANCE ESSENTIAL FUNCTIONS

• Practices good time management, and good assessment in professional decision making. Prepares timely reports for management regarding systems status and activity.

• Helps minimize excess cost(s) by assisting and recommending solutions in achieving organizational objectives.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Stay abreast of emerging technology trends. Seeks out innovative technologies that provide solutions to new ideas, trends, and concepts.

• Proactively manages own professional development and completes Individual Development Plan (IDP)

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• Four years experience of progressive data network engineering experience.

• Healthcare and Project Management experience preferred.

LICENSES AND CERTIFICATIONS - REQUIRED

• CCIE - Certified Cisco Engineer (CISCO) -- recommended within 6 months OR
• CCNP - Certified Cisco Network Professional (CISCO) -- or other Network Professional Certification within 6 months OR
• CCNA - Certified Cisco Network Associate (CISCO) -- or other Network Professional Certification within 6 months OR
• Once proof of initial certification requirements are cleared, further tracking of certification is not required

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Advanced understanding of subnetting, VLAN's, and address schemas.

• Advanced knowledge of networking concepts.

• Advanced experience with PCs, servers, and Cisco network switches, and VOIP.

• Advanced knowledge of routing. (i.e. gateway, subnet mask, RIP, EIGRP, IGRP)

• Advanced understanding of DNS, DHCP, and WINS protocols.

• Advanced understanding of WAN protocols.

• Advanced understanding of Voice protocols.

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional No
• Other (department approved) Yes

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No

Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers.  HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area.  HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities.  Overall, HM employs over 25,000 employees.   Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.