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Inspire health. Serve with compassion. Be the difference. Job Summary Provides management in the planning and support of the Prisma Health voice network infrastructure environment. Establishes, maintains, plans, and documents support and maintenance standards and monitors effectiveness. Works with all Prisma Heath departments to establish direction and integration of Voice and Contact Center systems. Interfaces with other ITS teams to create a consistent telephony and end user experience for Prisma Health. Hire, evaluate, counsel, and mentor staff to maintain qualified and motivated personnel. Responsible for the scheduling of on-call duties for the assigned team. Assists Director in planning operational, capital and project budgets and administration for given teams, short and long-term planning, and quality assurance, as well as the overall service delivery for designated application functionality.
Essential Functions
All team members are expected to be knowledgeable and compliant with Prisma Health's values: Inspire health. Serve with compassion. Be the difference. Leads and mentors' staff of Unified Communications Engineers, Contact Center Engineers and Telecommunication Analysts, providing direction through development plans and performance evaluations, monitoring daily workload, project workloads and responsibilities in support of the vision, goals and standards of behavior. Works closely with customers to analyze their needs and ensure that the enterprise telephony and contact center systems are utilized to improve business or clinical processes that are aligned and support the critical business strategies. Assists Information Technology Corporate Directors with planning and managing strategic plans, departmental financial budgets, and capital equipment requests. Coordinates resources to meet customer expectation for a portfolio of projects, change requests, maintenance activities and support tickets related to enterprise telephony and contact center systems. Develops, promotes, and maintains standards for enterprise network and telephony and contact center systems, project management, technical system configuration, systems integration, testing, and training, and oversees these processes for implementations, upgrades, and other system changes. Ensures compliance with departmental or organizational standards. Responsible for ensuring the integrity and availability of Enterprise Telephony and Contact Center Systems. Maintain Information Technology vendor compliance with adherence to agreed KPI and SLA's. Accountable for monitoring and adherence to the Prisma Health ITS Service Level Agreements. Identifies, evaluates, and manages third party vendors, technology or processes for integration with information technology systems. Performs other duties as assigned.
Supervisory/Management Responsibilities
Job has direct and/or indirect supervision of team members that may include final budget authority, hire/termination authority, performance appraisal responsibility and disciplinary authority. Job will be considered a member of management staff at Prisma Health or affiliate and will have direct reports.
Minimum Requirements
Education - Bachelor's degree in Computer Science, Information Systems Engineering, Business Management, or related field of study. Master's degree in Computer Science, Information Systems Engineering, Business Management, or related field of study preferred Experience - Five (5) years in information technology. Leadership/management experience and an engineering background in an enterprise IT environment leading IT Network Services teams.
In Lieu Of
In Lieu of the education and experience requirements noted above, a combination of education, training, and/or experience in management and/or network or voice engineering may be considered.
Required Certifications, Registrations, Licenses
Knowledge, Skills and Abilities
Ability to demonstrate thorough understanding of Unified Communications, Contact Center, VoIP Technologies, and Messaging systems. Fundamental knowledge of Routing, Switching, Firewall, DNS, DHCP, Load Balancers, Wireless Controllers, Identity Services, Intrusion Detection Systems, Authentication Systems, Data Center Technologies, Packet Capture and Analysis, and IPV4 / IPV6
Work Shift Day (United States of America)
Location Greenville Memorial Med Campus
Facility 7001 Corporate
Department 70019043 ITS Unified Communications
Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.
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Prisma Health
Nov 17, 2025