Engineer III - Unified Communications (Hybrid Work Schedule)

Date: Nov 27, 2022

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 7752 


Position Summary/Position


Under the direction of the Director, Technology – Infrastructure Services, the Engineer III - Unified Communications is responsible for managing and maintaining voice protocols, data, and remote telecommunication equipment which are Cisco Unified Communications Systems.  This includes but is not limited to implementing, configuring, diagnosing, repairing, upgrading, voicemail, Voice over IP communications to optimize all telecommunication systems and services. 

Major Functions (Duties and Responsibilities)


1. Implement, maintain and support all Telecom and VoIP Systems including but not limited to SIP, Cisco Unified Call Manager(PCCE), Cisco Call Manager, Cisco Unity, IPCC, UCCX, UCCE, CUCI, CAD and Finesse and associated technologies.
2. Provide support and assistance in UC fault isolation and performance management processes as requested.
3. Design and implement monitoring and reporting that exposes quality metrics necessary to measure the performance and effectiveness of Enterprise UC services, and to support decisions for continuous improvements
4. Be the single point of contact for all telecom related issues and request.
5. Manage SIP Trunks and VoIP Circuits.
6. Troubleshoot all voice related services from Desktop issues to Systems and Contact Center Scripting issues.
7. Implement all current and future Telecom Projects.
8. Ensure backups on all UC Voice systems.
9. Manage all upgrades and revisions to the UC voice environment.
10. Develop and implement long-term strategies and capacity planning for future telecommunications hardware and software needs.
11. Coordinate with internal IT team in efforts to provide telecommunications support.
12. Install and support telecommunications infrastructure and its associated software, including CIT interfaces, call management systems, voice mail, and interactive voice response, call center call routing and video conferencing systems.
13. Configure, test, maintain, monitor and troubleshoot end user telecommunications hardware, telephony devices, and voice/data hardware solutions.
14. Monitor and identify capacity and performance issues for telecommunications traffic to ensure continued, uninterrupted operation of telecommunications systems.

Supervisory Responsibilities

Leading: Guides Others

Experience Qualifications


Minimum eight (8) years of experience working with VoIP Telecom Systems and IP protocol applications including, but not limited to Cisco Call Manager, Cisco Unity, IPCC, UCCX, UCCE, CUCI, CAD, Finesse and Cisco recommended practice.

Education Qualifications


Bachelor's degree in a computer related field or similar technical field from an accredited institution required.

Professional Certification


CCNP Voice Preferred

Drivers License Required

Yes, must have a valid California Driver's License.

Knowledge Requirement


Extensive knowledge of in Cisco CallManager, IPCC/UCCX Contact Center Scripting, UCCE Programming, CUIC, Expressway and Finesse.  Intermediate Knowledge in OSI Model layers, IP Routing, TCP/IP Operation. Maintain a current knowledge of emerging products, services, protocols, and standards in support of telecommunications equipment.

Skills Requirement


Strong planning, organization, critical thinking, decision-making and communication (verbal and written) skills. 

Abilities Requirement

Commitment to Team Culture


The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Working Conditions


Projects involving lift server appliance weights up to 50 lbs. and heavy eye strain with computer monitors.

Work Model Location


Physical Requirements

Keyboarding: Traditional - FREQUENTLY
Keyboarding: 10-Key - FREQUENTLY
Keyboarding: Touch-Screen - FREQUENTLY
Near Visual Acuity - FREQUENTLY
Communicate: Information/ideas verbally - FREQUENTLY
Regular contacts: co-workers, supervisor - FREQUENTLY
Understand and follow direction - FREQUENTLY
Regular and reliable attendance - CONSTANTLY
Hearing: One-on-One - FREQUENTLY

A reasonable salary expectation is between $118,248.00  - $150,779.20, based upon experience and internal equity.


Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 7,000 and a team of more than 2,500 employees, IEHP provides quality, accessible healthcare services to more than 1.5 million members. And our Mission, Vision, and Values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and make a difference with us! IEHP offers a competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and state pension plan.


Nearest Major Market: Riverside
Nearest Secondary Market: Los Angeles