About Us

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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.

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Our Core Values are:

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

Benefits

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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:

\n\nEligibility on day 1 for all benefits\nDollar-for-dollar 401(k) match, up to 5%\nDebt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more\nImmediate access to time off benefits\n\n

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

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

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Job Summary

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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.

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Essential Functions of the Role

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

Key Success Factors

\n\n\n\nBachelor’s degree in information technology, Engineering, or a related field; equivalent work experience may be considered.\n8+ years of experience with Cisco Unified Communications technologies (UCM, CUC, CER, IMP, GDPR,).\n8+ years of experience supporting Avaya CM and SM platforms.\nProven experience working in a healthcare IT environment with an understanding of clinical workflows and compliance requirements.\nStrong knowledge of SIP, H.323, MGCP, QoS, voice gateways, QoS, media resources, dial plan architecture, call routing, and inter-cluster communications\nExperience with Cisco ISR/ASR gateways and Session Border Controllers (SBCs).\nFamiliarity with network and voice monitoring tools (e.g., RTMT, CUIC, Wireshark).\nSolid understanding of emergency communication routing and E911 solutions (e.g., Cisco CER).\nDemonstrated ability to lead complex projects and cross-functional teams.\nProven experience supporting multi-site, multi-vendor environments in a high-availability healthcare setting.\nTools & Systems: Cisco Prime, RTMT, CUIC, Wireshark, SolarWinds, Avaya CMS, ServiceNow, Microsoft Visio, Git or document management systems\nGovernance: Participates in architecture review boards, change management, and disaster recovery planning\n\n

Preferred:

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

Healthcare-Specific Skills:

\n\nExperience supporting UC infrastructure in hospitals, clinics, or other healthcare facilities.\nUnderstanding of nurse call systems, overhead paging, and clinical communications workflows.\nProven ability to implement and support communication solutions in compliance with HIPAA, HITECH, and other healthcare regulations.\n\n\n\n

Belonging Statement

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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 qualificationEXPERIENCE - 5 Years of Experience