Job Description

Summary
The D. Dan and Betty Kahn Health Care Pavilion is a 12-story hospital that will house 264 private rooms capable of converting to intensive care; a state-of-the-art neurosciences center; and high-level, specialty care services for cardiovascular and thoracic patients, along with advanced imaging. The 690,000-square-foot hospital which also features 20 surgical and three interventional radiology suites is being constructed adjacent to the Frankel Cardiovascular Center, with plans for bridge and tunnel connections to existing inpatient care facilities. The anticipated opening of the new D. Dan and Betty Kahn Health Care Pavilion is fall 2025.

The Network and Communication Support Services team within the Enterprise Infrastructure division is looking for an experienced and motivated individual to join our team to help design, implement, and maintain our wired telephony network in an enterprise 24/7 environment. The primary responsibility will be to provide these services for the new D. Dan and Betty Kahn Health Care Pavilion during the project's construction completion, activation, and operational phases.

You will have a significant telephony background, and experience supporting the related technology and services. You will have a working knowledge of analog, Centrex, IP Flex, and SIP telephony services. You may also have experience with telephone cabling and infrastructure equipment. This role requires exceptional organizational, communication, and project management skills.

Responsibilities*
Voice Projects

Conduct user reviews, write detailed orders for installation, and manage field changes. Develop and provide system programming for advanced ACD, auto attendants, call routing, Interactive Voice Response (IVR), telephones, trunks, and voice mail. Provide customer consultation, needs assessment, and planning activities. Support complex projects, define scope, prepare, and monitor project schedules; coordinate project design and construction; evaluate contractor requests for extra work; enforce contract terms, process payments, and change orders; coordinate projects with business partners, facilities representatives, and stakeholders; conduct construction site inspections. Facilitate telephony pilots of new devices and technology. Participate in the telephony Request for Information (RFI) and Request for Proposal (RFP) process. Perform telephone equipment specification, procurement, project management, document creation, and activity scheduling.
Voice Support

Provide professional and technical expertise on a day-to-day basis, for system failures, telephony network failures, and end-user questions. Collaborate with customers and vendors to provide products, and services and resolve telephony incidents: process incident and service request tickets on a rotating schedule. Provide 24/7 on-call support in a rotating weekly schedule.
Problem-solving

Collaborate in resolving telephony issues across the enterprise. Work with different subject matter experts across Michigan Medicine and UM to identify and fix telephony problems. Document solutions and develop process procedures and telephone standards.
Voice Architecture

Collaborate with architecture colleagues to support telephony systems and evaluate innovative technologies.
Adaptability

Be flexible and adaptable to evolving technologies and industry trends. Be committed to continuous learning.
Required Qualifications*
Bachelor's degree or equivalent combination of education and experience
2-3 years of experience in telephony technology, project coordination, or equivalent in a large enterprise environment.
Desired Qualifications*
Ability to work independently, manage time, meet deadlines, and provide project status.
Project Management Professional (PMP) certification.
Experience with analog, Centrex, IP Flex, POTS, and SIP telephony services.
Experience with Automatic Call Distributor (ACD) systems or Cisco Finesse Contact Center.
Experience with programming or scripting Cisco Call handlers and directory handlers.
Experience working in a healthcare or other 24/7 enterprise network environment.
Experience documenting and knowledge of copper cabling infrastructure.
Experience with UPS equipment used to power telecommunications equipment.
Familiarity with Information Technology Service Management (ITSM) using ServiceNow or a similar system.
Familiarity with Splunk, SQL, or other data aggregation tools.
Excellent interpersonal, communication, and organizational skills with the ability to collaborate with staff at all levels within the organization.
An ability to lift (or push/pull) up to 30 lbs. and gather information from telephone jacks behind and under office furniture.