Network Systems Specialist I - Voice & Access Layer Engineer

Title:

Network Systems Specialist I - Voice & Access Layer Engineer

Job Type:

Regular

Company:

Roswell Park Comprehensive Cancer Center

Department:

Information Technology

Time Type:

Full time

Weekly Hours:

40

FTE:

1

Shift:

First Shift (United States of America)

Summary:

We are seeking a highly skilled Voice & Access Layer Engineer to join our dynamic IT Infrastructure team. This role focuses on delivering reliable, scalable, and secure enterprise voice and network services across a large healthcare campus and multiple remote sites. The successful candidate will be responsible for administration, configuration, and lifecycle management of Cisco Unified Communications systems, Cisco Call Manager, UCCX Contact Center, Calabrio Call Recording, RightFax Enterprise Fax, and Juniper switching and Juniper Mist wireless access infrastructure in a mission-critical environment that directly supports patient care.
This position requires strong technical expertise, the ability to troubleshoot complex issues, excellent communication and documentation skills, and a proactive, customer-focused approach. The ideal candidate works independently, collaborates effectively with cross-functional teams, and mentors junior staff.
Core Responsibilities:
• Administer, configure, and support Cisco Unified Communications Manager (CUCM), UCCX contact center, Unity voicemail, dial plans, endpoints, and call flows.
• Support Calabrio Call Recording, Auto Attendant, Veriphy call reporting, and RightFax enterprise fax, including routing rules, DID assignments, fax over IP performance, and troubleshooting.
• Manage SIP trunking, PRI gateways, QoS policies, and failover strategies for highly available voice operations.
• Diagnose and resolve complex voice quality, call routing, codec, and fax transmission issues across multi-site environments.
• Administer and support Juniper EX/QFX switch infrastructure, including VLANs, trunking, PoE, port security, and access-layer network configuration.
• Support Juniper Mist wireless, including AP provisioning, RF optimization, SSID configuration, analytics-driven tuning, and guest/BYOD segmentation.
• Provide Tier-3 escalation support for telecom and access network incidents, change requests, and service restorations.
• Maintain accurate documentation, network diagrams, call flow maps, routing tables, and system configuration records.
• Participate in capacity planning, system upgrades, lifecycle refreshes, and continuous improvement initiatives.
• Collaborate with internal IT teams, vendors, and business units to support reliable communication services.
• Deliver outstanding customer service to clinical and administrative users in a 24/7 mission-critical environment.
• Mentor junior network/voice team members and drive process improvements.
• Utilize ITIL/ServiceNow for incident, problem, and change management.

Starting annual salary is $91,298.

Qualifications:

Required Education and Experience

1. Master’s degree and the equivalent of two (2) years of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
2. Bachelor’s degree and the equivalent of two (2) years of full-time experience as a Network Technician at Roswell Park Comprehensive Cancer Center; or
3. Bachelor’s degree and the equivalent of four (4) of full-time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
4. Associates degree and the equivalent of six (6) years of full‐time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization; or
5. High School Diploma or High School Equivalency Diploma and the equivalent of eight (8) years of full‐time experience in computer system hardware, operating systems and software, enterprise networking or computer systems security as it relates to technology used at the organization.

NOTE:
Required degrees must have been granted by an accredited school, college or university or one recognized by Roswell Park Comprehensive Cancer Center as following acceptable educational practices.

Preferred Qualifications:

• Experience working in healthcare or a 24/7 mission-critical support environment.
• Advanced UCCX scripting and call center routing design experience.
• Experience with packet capture and analysis tools such as Wireshark, RTMT, or similar.
• Professional certifications such as CCNA / CC