Our client, a leading healthcare organization dedicated to advancing patient care and safety, is looking for a contract Voice Engineer. This is a fully remote role.
Under general supervision of the IT Director, this position is responsible for our client’s Voice Services (Contact Center) systems infrastructure to maintain a reliable and predictable service that supports the needs of our client’s internal and external facing contact centers. This role will also provide expert technical consultative and collaborative services to a broad audience including the clinical applications team, Clinical operations leaders, and ancillary IT Operations leaders. The position is responsible for complex technical and architecture assignments that are small to significantly sized, and that require independence, decision making, project management, and advanced technical judgment levels. Analysis of situations and data requires an in-depth evaluation of various technical and organizational factors. Incumbent will exercise judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results.
The subject matter expert reports directly to the IT Director– Voice Services, Client Enablement Services, but may have a matrixed reporting relationship to other Voice Services Managers and Directors.
Contract Duration: 24-Months
Required Skills & Experience - Proven experience with Genesys Engage, Genesys Cloud, NICE CXone, Five9, or other Contact center platforms in a contact center support role
- Experience with collaboration technologies and 3rd party call center applications such as Microsoft O365, Teams Voice, NICE call recording software, Aspect WFM and other peripheral call center applications .
- Expert at troubleshooting, including a tenacious ability to research, analyze and resolve a variety of hardware and software problems.
- Intermediate Cisco routing and switching / data networking skills: routers and switches, MPLS, BGP, EIGRP and other protocols.
- Proven experience with QoS, SIP, and VOIP best practices in a call center environment.
- Strong understanding and working knowledge or network and voice infrastructures: LAN, WAN, routers, switches, firewalls, trunking, PSTN, PRI, TDM, POTS, and local exchange carriers.
- Ability to manage multiple assignments and projects independently and simultaneously.
- Strong problem solving and analytic skills; able to use knowledge of systems to identify source of problem quickly.
- Must be able to communicate well both verbally and in writing, as well as be able to follow both verbal and written instructions. The person in this position must be able to work with all levels of staff and work independently with minimum supervision.
- Working knowledge of information security best practices and demonstrated commitment to information security.
- ITIL v3 Foundations
Desired Skills & Experience - A Bachelor’s Degree in computer science or information technology fields of study; or an equivalent combination of education and applicable professional work experience.
- Experience with server technologies (Windows Server, Linux) and data center operations.
- Experience working in a healthcare environment.
- Experience working in a contact center support environment.
- Working knowledge of ServiceNow Software
What You Will Be Doing
Daily Responsibilities
- Act as a subject matter expert (Voice Engineer) to provide expert level guidance for system implementations, troubleshooting, operational support, preventative maintenance, and downtime procedures.
- Provide Expert technical consultation and guidance to other Voice Services team members and mentor staff to develop required skills for supporting an enterprise contact center environment.
- Support the development and roll out of new contact center capabilities that will support the needs across the enterprise.
- Develop, support, and maintain systems documentation and procedures as needed and provide training to other IT staff and user clients as appropriate.
- Coordinate interactions and activities of vendors, both on-site and off-site as related to systems or areas supported.
- Assign, plan, manage and complete tasks with minimal supervision and coordinate multiple assignments concurrently.
- Perform daily system monitoring including ensuring that automatic data collection is functioning correctly, reviewing logs for hardware and software.
- Support new project development, including systems analysis, planning and preparation, coding/scripting, testing and implementation and client coordination as needed.
- Articulate in both verbal and written forms.
- Must be skilled in translating complex technical concepts into terms that can be understood by business leaders.
- Ability to assess industry best practices and reference models to innovatively create and maintain voice service availability and consistent delivery.
- Exercise sound judgment and prioritization and reorganization of customer requests.
- Maintain solid communications skills and develop working relationships with other IT staff, other members of our client’s departments, outside resources such as vendors and technical representatives and their affiliates.
- Be available for emergencies involving technical problems that affect the ability to provide patient care.
- Follows safety procedures, operates equipment, and performs job related duties in a safe manner which prevents accidents from occurring.
- Demonstrates commitment to quality through continuous organizational improvement.
