Manager of Telecommunication Systems

Do you envision finding a meaningful role with an inclusive and compassionate team? At Children's Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.

Children's Mercy is in the heart of Kansas City - a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children's health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

The Manager, Telecommunication Systems is responsible for the for the design, implementation, operation, provisioning and maintenance of CMH's telecommunication systems, infrastructure, voice applications, circuit facilities, call center solutions, call recording, and messaging infrastructure. In addition, the telecom team supports cable television services, the hospital's distributed antenna system, and paging services.

At Children's Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

Additionally, it's important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children's Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Operations, Administration, Maintenance and Provisioning:

How work is completed:

* Provide technical leadership in the development of plans for establishing, augmenting, or optimization of telecommunication solutions

* Provide technical support in managing complex system and application issues. Manage assigned cases with CMH partners through remediation and resolution

* Perform technical system administration, such as system provisioning, maintenance activities or running regular system processes/jobs

* Support software release management activities for assigned infrastructure and applications. Track software releases, assist with development of test plans, and develop implementation procedures and guidelines.

* Participate in Service Management functions including Request, Incident, Change and Problem management

* Participate in the design and development of network performance data collection, alarm and performance criteria and reporting capabilities

* Mentor and provide guidance to employees handling initial client calls

* Provide knowledge sharing to other employees for professional development and growth

* Contribute to the development of work instruction, system documentation, best practices, standards and guidelines.

* Participate in on-call rotation and 1st escalation

Call Center Management:

How work is completed:

* Lead Call Center design and provide expert consulting services and support for CMH call center environments.

* Participate in new technology evaluation and integration planning

* Lead the implementation and optimization of Call Center environments

Capacity Management and Optimization:

How work is completed:

* Provide technical leadership in the development of plans for augmenting, or optimization of telecommunication solutions

* Development of capacity reporting and trending

* Effectively manage system capacities

* Effectively manage network capacities which includes bandwidth and trunking

* Effectively manage software licensing capacities

Project Support:

How work is completed:

* Participate in architectural and topology design, new technology evaluation and integration planning activities.

* Manage assigned projects ensuring a high quality and timely result

* Participate in cross functional project meetings

* Determine hardware/software requirements

* Participate in SOW development

* Manage hardware/software orders

* Manage SOW compliance and invoice validation

* Coordinate and manage implementation activities

* Coordinate vendor maintenance support for new hardware/software

* Ensure appropriate system testing, site/systems documentation and system performance monitoring is completed

* Document issues and provide detailed feedback to Design/Project team to improve standards

* Participate in the development of end user training documentation for telecommunications solutions

Business Continuity and Disaster Recovery:

How work is completed:

* Participate the development of business continuity and disaster recovery plans, process and procedures.

* Participate in periodic BCDR testing exercises

Productivity and Performance:

How work is completed:

* Participates in the selection of department personnel

* Monitor team performance and adherence to process

* Provide routine feedback to staff and complete periodic performance evaluations

* Improve team efficiency through process improvement, task realignment, and automation

* Provide knowledge sharing to other employees for professional development and growth

* Coordinate technical training for departmental staff

Bachelor's Degree Computer Science, CIS, Engineering and 5-7 years' experience. Technical and Management experience OR
• High School diploma, or equivalent, and 7 or more years of Technical and Management experience
  • Cisco Certified Network Associate Preferred Upon Hire
  • CompTIA Security+ Preferred Upon Hire
  • Project Management Professional Preferred Upon Hire
  • ITIL Foundations Preferred Upon Hire

The benefits plans at Children's Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

Our pay ranges are market competitive. The pay range for this job begins at $45.83/hr, but your offer will be determined based on your education and experience.

This is an intermittent remote position, which means that the person hired will work with his or her manager to determine a schedule that includes both at home and on-site hours at a Children's Mercy location. The incumbent must live in the Kansas City metro area.

Children's Mercy hires individuals based on their job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. A personal interview, formal education and training, previous work experience, references and a criminal background investigation all are factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry or veteran status. A drug screen will be performed upon hire. Children's Mercy is smoke and tobacco free.

CM is committed to creating a diverse and inclusive workforce. Our patients and families come from all walks of life, and so do we. We know that our greatest strengths come from the people who make up our team so we hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our hospital stronger and our patient care more compassionate.

If you share our values and our enthusiasm for service, you will find a home at CM. In recruiting for our team, we welcome the unique contributions that you can bring, including education, ideas, culture, ethnicity, race, sex, sexual orientation, gender identity and expression, national origin, age, languages spoken, veteran status, color, religion, disability and beliefs.