About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Eligibility on day 1 for all benefits
• Dollar-for-dollar 401(k) match, up to 5%
• Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more
• Immediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

Job Summary

We are seeking a highly skilled and experienced IS Telecom Engineering Mgr to lead the design, operations, and optimization of a complex, multi-cluster Cisco and Avaya unified communications infrastructure within a healthcare environment. The ideal candidate will have deep expertise in Cisco Session Manager (SME), Cisco Unified Communications Manager (CUCM), Unity Connection (CUC), Emergency Responder (CER), and IM & Presence (IMP), Cisco Unified Contact Center Enterprise (UCCE) as well as Avaya Session Manager (SM) and Communication Manager (CM). Experience in a regulated, mission-critical healthcare environment is essential.

Essential Functions of the Role

• • Serve as the technical SME and architect for a multi-cluster Cisco SME, UCM, CUC, CER, IMP infrastructure supporting thousands of endpoints across healthcare facilities.
  • Provide architectural guidance, design reviews, and operational support for Avaya SM/CM systems to ensure integration and interoperability.
  • Design and implement solutions that ensure high availability, security, and compliance with healthcare regulations including HIPAA.
  • Collaborate with clinical, technical, and operational teams to assess communication needs and implement scalable UC solutions.
  • Lead troubleshooting and root cause analysis efforts for complex UC-related incidents and performance issues.
  • Manage and support infrastructure upgrades, patching cycles, and migration projects with minimal impact to clinical operations.
  • Support and enforce UC security policies, voice gateway configurations, call routing plans, and dial plans.
  • Provide mentorship and guidance to junior engineers and support teams.
  • Maintain technical documentation, architectural diagrams, and SOPs.
  • Participate in 24x7 on-call rotation as needed for critical issues or planned events.

Key Success Factors

• • Bachelor?s degree in information technology, Engineering, or a related field; equivalent work experience may be considered.
  • 8+ years of experience with Cisco Unified Communications technologies (UCM, CUC, CER, IMP, GDPR,).
  • 8+ years of experience supporting Avaya CM and SM platforms.
  • Proven experience working in a healthcare IT environment with an understanding of clinical workflows and compliance requirements.
  • Strong knowledge of SIP, H.323, MGCP, QoS, voice gateways, QoS, media resources, dial plan architecture, call routing, and inter-cluster communications
  • Experience with Cisco ISR/ASR gateways and Session Border Controllers (SBCs).
  • Familiarity with network and voice monitoring tools (e.g., RTMT, CUIC, Wireshark).
  • Solid understanding of emergency communication routing and E911 solutions (e.g., Cisco CER).
  • Demonstrated ability to lead complex projects and cross-functional teams.
  • Proven experience supporting multi-site, multi-vendor environments in a high-availability healthcare setting.
  • Tools & Systems: Cisco Prime, RTMT, CUIC, Wireshark, SolarWinds, Avaya CMS, ServiceNow, Microsoft Visio, Git or document management systems
  • Governance: Participates in architecture review boards, change management, and disaster recovery planning

  Preferred:

  • Cisco certifications (CCNP Collaboration, CCIE Collaboration, or equivalent).
  • Avaya certifications (ACSA, ACSS).
  • Experience with cloud UC solutions (Webex Calling, Microsoft Teams Direct Routing).
  • Experience with contact center integrations (e.g., UCCE & Avaya AACC).
  • Experience with Calabrio, TelStrat voice recording and compliance solutions.

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  Healthcare-Specific Skills:

  • Experience supporting UC infrastructure in hospitals, clinics, or other healthcare facilities.
  • Understanding of nurse call systems, overhead paging, and clinical communications workflows.
  • Proven ability to implement and support communication solutions in compliance with HIPAA, HITECH, and other healthcare regulations.

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - 5 Years of Experience

About Baylor Scott & White Health

Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!

Connections working at Baylor Scott & White Health