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 include: 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 management; coordinate with service providers and vendors for telephony-related upgrades, maintenance, and issue resolution; implement and enforce security protocols and compliance measures; maintain detailed documentation. eFax Administration - Administer and support eFax solutions ensuring reliability and HIPAA compliance; troubleshoot fax delivery issues; manage user access and permissions; monitor fax logs and reports. User Support & Training - Provide Tier 2/3 support; train end users; develop training materials. System Monitoring & Reporting - Monitor call quality and system health; generate reports; analyze trends and recommend improvements. Collaboration & Project Management - Work with IT, security, compliance, and clinical teams; participate in projects; evaluate and recommend enhancements. Requirements include understanding of eFax systems and healthcare IT integrations, experience with number porting and DID management, ability to analyze call logs and performance metrics, and knowledge of security and compliance standards such as HIPAA and NIST.
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