Senior Telecom Engineer

Job Description

Lifepoint Health is an Equal Opportunity Employer. Lifepoint Health is committed to Equal Employment Opportunity for all applicants and employees and complies with all applicable laws prohibiting discrimination and harassment in employment. You must be authorized to work in the United States without employer sponsorship.

This position is: Remote

Travel requirements: Up to 10% travel to the corporate office – Brentwood, TN

POSITION SUMMARY:

The Sr Telecom Engineer is instrumental in supporting enterprise voice services across Lifepoint facilities, with a focus on Zoom Phone migration, telecom engineering, analog voice gateway support, paging and nurse call integrations, Concord fax implementation, and day-to-day operational support. This position serves as a primary technical resource for Voice Services project delivery and incident resolution, partnering with facility contacts, internal IT teams, vendors, and business leaders to ensure reliable voice, fax, and telephony services.

ESSENTIAL FUNCTIONS:

• Supports Zoom Phone discovery, design, build, testing, and cutover activities for existing and new facilities.
• Builds and maintains Zoom Phone site configurations, including subaccounts, users, common area phones, call queues, auto attendants, voicemail, call routing, paging groups, analog devices, and E911 requirements.
• Analyzes, diagnoses, and resolves voice service issues related to Zoom Phone, Cisco Call Manager, Lingo/Broadsoft, paging systems, nurse call integrations, voice gateways, call routing, voicemail, and endpoint registration.
• Partners with internal teams, facility contacts, vendors, and project managers to collect inventories, validate site requirements, confirm phone models, document call flows, and prepare sites for migration.
• Provides technical guidance on physical phones, softphones, wireless handsets, analog telephone adapters, audio codes gateways, SIP trunks, paging equipment, nurse call connectivity, and fax line transitions.
• Supports vendor coordination with Zoom, CDW, Concord, Lingo/Bullseye, carrier partners, paging vendors, nurse call vendors, and facility service providers to troubleshoot issues and complete project deliverables.
• Supports Concord fax implementation activities, including queue setup, user account creation, fax forwarding, test fax validation, training support, access verification, and post-cutover issue resolution.
• Creates and maintains technical documentation, runbooks, implementation checklists, device login procedures, site templates, support notes, and knowledge articles for Voice Services platforms and processes.
• Collaborates with network, security, endpoint, facilities, clinical operations, and application teams to validate dependencies for voice services, including VLANs, firewall requirements, SBCs, SIP trunks, E911, and analog integrations.
• Monitors voice platforms and infrastructure for availability, performance, registration status, call quality, licensing, capacity, and operational readiness.
• Provides technical assistance and knowledge transfer to Voice Services team members, facility IT, project teams, and business stakeholders on voice, fax, paging, and telephony support processes.
• Participates in incident response, ServiceNow ticket resolution, priority issue follow-up, scheduled maintenance, and after-hours support as required.
• Regular and reliable attendance.
• Perform other duties as assigned.

Additional Information:

• Position serves both internal co-workers and external customers, clients, patients, contractors, and vendors.
• Access to and/or works with sensitive and/or confidential information.
• Exhibit a comprehensive understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Knowledge of Business Office Standards and Recommended Practices.

SUPERVISORY RESPONSIBILITIES:

Not responsible for supervising employees.

KNOWLEDGE, SKILLS & ABILITIES:

The requirements listed below are representative of the knowledge, skills and/or abilities required.

Education: Bachelor's Degree or equivalent relevant experience.

Experience: Five (5) years of full time, recent telecommunications, voice systems, or unified communications engineering experience. Experience supporting enterprise voice platforms, Zoom Phone or cloud telephony, Cisco Call Manager or similar PBX systems, SIP trunks, analog voice gateways, paging systems, fax services, and ServiceNow-based operational support preferred.

Certifications: N/A

Licenses: N/A

Skills and Abilities:

• Voice Systems Engineering -- Ability to configure, troubleshoot, and support enterprise voice platforms, cloud telephony services, SIP connectivity, call routing, voice gateways, paging integrations, analog devices, and fax workflows.
• Advanced Technical Computer Skills -- Utilize voice administration portals, endpoint provisioning tools, monitoring utilities, network troubleshooting resources, ticketing systems, spreadsheets, and documentation platforms to support complex telecom operations.
• Strong Communication -- Regularly communicates technical requirements, troubleshooting findings, risks, and implementation steps to facility contacts, vendors, project teams, leadership, and other Voice Services team members.
• Job Specific Impact -- Decisions and technical actions directly affect facility voice, fax, paging, nurse call, and communication services that may support patient care operations.
• Varied Technical and Business Problems -- Problems are varied and complex, requiring analysis of platform configuration, network dependencies, vendor handoffs, facility workflows, analog integrations, and operational urgency.
• Moderate Independent Judgement -- Results are defined; independently determines troubleshooting approach, implementation steps, escalation paths, and follow-up actions while operating under broad leadership guidance.
• Project and Operational Support -- Handle multiple active projects, site migrations, support tickets, vendor follow-ups, documentation tasks, and implementation activities simultaneously.

PHYSICAL AND MENTAL DEMANDS:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.