Air Medical Group Holdings

  • IT Voice Engineer

    Job Locations US-TX-Lewisville
    Posted Date 4 weeks ago(11/15/2018 3:00 PM)
    iCIMS Requisition ID
    # of Openings
    Job Families (Portal Searching)
    Infrastructure & Telecom
  • Overview

    It's a beautiful thing when a career and a passion come together!

    Join our team and begin the career journey you've imagined.



    Join a positive, supportive environment that has a passion for excellent patient care
    Work with top IT professionals from across the country
    Enjoy continuous professional development

    Med-Trans is an industry leader that provides life extending air and ground medical transport services of the critically ill and injured.  We are renowned for our state-of-the-art equipment, safety-first culture and patient care excellence.


    Med-Trans offers competitive salaries and an outstanding benefits package including a 401(k) retirement plan with a company match


    The Voice Engineer position is responsible for architecture, design and operational support of the AMGH Voice over IP (VoIP) system including telephony needs at corporate offices and call centers.  The Voice Engineer will work cooperatively with the Network Engineer and System Admin teams to develop and maintain a converged infrastructure.


    While this is a Med-Trans W-2 employee position from a compensation, employee policies and benefits perspective, this role supports all AMGH subsidiaries and IT environments.



    • Provide expert level technical support on the core platform including Cisco Call Manager, Cisco Unity Express, Cisco Unified CCX, ARC, Verint call recording platforms, voice circuits including PRI’s and SIP Trunks, and Cisco Voice Gateways.
    • Coordinate and review the installation of all telephony hardware and implementation of managed and hosted PBX solutions
    • Assure reliable operation of the AMGH data and voice networks by reviewing voice management and monitoring systems; assist in development of voice related KPI
    • Perform routine maintenance and move/add/changes as needed for the entire VoIP system
    • Troubleshooting problems quickly to determine the appropriate resolution path, serves as technical contact to identify needs and determine solutions. 
    • Assist the Service Desk in developing processes and procedures to handle common issues and collect pertinent information for escalation


    • Applies known solutions to accurately resolve common problems and assist in developing support tools, set standards, create knowledge base and proactively identify possible solution gaps and recommends enhancements and additions to knowledge base
    • Assists in maintaining business continuity and disaster recovery planning and leads testing of such plan(s)
    • Conducts trend and root cause analysis; identifies and communicates any and all possible
    • Provide customer and service desk technician training for all voice related applications issues


    • Monitor and respond to any VoIP tickets as assigned


    • Bachelor’s degree in an IT related field (or equivalent experience)
    • Five years minimum of combined relevant experience in LAN/WAN and/or Unified Communications
    • CCNA/CCNP Voice
    • LAN/WAN, Voice & Video design: 3 years direct work experience preferred
    • Unified Communications & Collaboration:  5 years direct work experience preferred
    • Strong hands-on knowledge of MGCP, SCCP, SIP, H.323, and TCP/IP protocols
    • Experience building and modifying Cisco Contact Center Express scripts
    • Experience working on a VoIP deployment consisting of 1000+ phones
    • Ability to manage carrier and equipment vendor troubles to a timely resolution
    • Proven ability to plan, implement and support voice networks


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