Architect, Telecom - IT Infrastructure - Full Time (Remote)

Summary :

The Architect, Telecom is responsible for the design, implementation and support of advanced telecommunication and voice infrastructure, including VoIP, SIP, PBX, CCaaS, UCaaS, IVA to support critical healthcare operations across The Guthrie Clinic (TGC). This role ensures high availability and performance for clinical systems, patient care services, and administrative functions across the hospital voice and communication network. The Architect collaborates with IT teams, vendors, and hospital stakeholders to align telecom solutions with organizational goals and regulatory requirements. This position will be a technology advocate throughout the organization for the effective application of technology to meet business needs and to support business changes and growth. Technology functions include telecom infrastructure, VoIP technologies, PBX systems, Unified Communications, Contact Center, Intelligent Virtual Agent (IVA), voice automation and operations, patch management, monitoring and cloud computing.

Experience:

• Preferred five to seven (5 to 7) years of experience in implementing and managing complex voice and telecommunications infrastructure in an enterprise environment; healthcare experience preferred.
• Highly experienced information systems professional with a strong technical background and proven track record of accomplishments in a large, complex multi-level organization. Expertise in VoIP, SIP, PBX and unified communication systems (e.g., Cisco, Avaya, Microsoft Teams)
• Prior experience in a Contact Center, specifically CCaaS environments.
• Possess a deep technical understanding of Contact Center functionality, architecture, reporting, routing, automation and integrations.
• Proficiency with the principles and practice of VoIP communications technologies and operations.
• Experience with Avaya/Nortel telephone systems.
• Familiarity with network design, firewall policies and bandwidth planning for Contact Center and Unified Communications workloads.
• Familiarity with UCaaS and IVA.
• Experience with ITSM functionalities such as change control, CMDB and ticketing systems.
• Strong knowledge of healthcare information systems (e.g., Epic, Cerner), cybersecurity and clinical operations.
• Prior experience delivering high availability systems in a 24/7 environment across geographically dispersed business units.
• Demonstrated ability to facilitate evaluation of technologies and achieve consensus on technical standards and solutions among a diverse group of information technology professionals.
• Demonstrated commitment to customer service who has provided responsive and effective support, developed solid working relationships with customers, and delivered high quality, value-added services that met/exceeded customer expectations.
• Equally adept at developing technology strategies and the operation of existing technical infrastructures. Significant experience and knowledge of computing architecture and implementation of networked computing structures.
• Polished professional with demonstrated information technology experience and strong communication skills that can rapidly gain and maintain credibility with customers and IT colleagues.

Education:

• Bachelors degree in Information Technology, Computer Science, Healthcare Administration or related field strongly desired or an equivalent combination of education and experience.

Licenses/Certifications:

• Preferred certifications include CUCM, CCIE

Essential Functions:

• Designs and implements long-term strategic goals and short-term tactical plans for managing and maintaining the voice and communication infrastructure.
• Oversee the planning and deployment of standards and technology changes for telecommunications infrastructure environments.
• Establishes and manages standards and architecture policies and procedures.
• Serves as subject matter expert across technologies and solutions supporting VoIP, SIP, PBX, CCaaS, UCaaS, IVA.
• Documents the existing voice and telecommunications architecture and makes recommendations for improvements and/or alternatives.
• Mentors team members designing and building technical solutions.
• Perform a lead role in the development of a broad TGC telecom strategy.
• Anticipates and provides solutions for complex problems and issues, recommends upgrades and enhancements. Rapidly absorbs complex technical and conceptual information to identify issues and implications. Able to present understandable alternatives to both technical and non-technical individuals at all levels of the organization.
• Monitors industry trends, maintains knowledge of developments in telecom infrastructure, VoIP technologies, PBX systems, Unified Communications, Contact Center, Intelligent Virtual Agent (IVA), voice automation and operations, patch management, monitoring and cloud computing.
• Maintain current working knowledge of IT best practices and innovative solutions within both healthcare and industry. Identifies leading edge technologies for potential early adoption that will result in service differentiation and create competitive advantage. Collaborates with other TGC IT departments, TGC management and business leaders assisting in the evaluation and validation of emerging technologies. Identifies strategies to mitigate risk associated with leading edge technologies.
• Promotes the use of TGCs PMO methodology and standards to manage IT initiatives.
• Demonstrates commitment to customer service by providing responsive and effective support, developing solid working relationships with customers and IT colleagues, and delivering high quality, value-added services that exceed customer expectations.
• Demonstrates a commitment to excellence in Customer Service with all internal and external customers of TGC.
• Performs related duties as assigned and unrelated duties as requested.