We are a value-driven healthcare company committed to providing personalized care to aging and underserved populations. We do this by aligning stakeholders across the healthcare ecosystem. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be Collaborative.
Our Senior Telephony Engineer is a member of the End User Application Operations Team. This role delivers Genesys design, implementation and support for employees and managers. This role will focus on deployment, monitoring, maintenance, security, development, upgrades, and administration of the Genesys phone system, but will also have shared responsibilities for other applications used by the organization.
Responsibilities:
- Customer support, training, and communication.
- Assume a lead role for a designated business unit on Genesys telephony related projects, supporting vendor relationships, and providing technical expertise/knowledge to other team members when needed
- Assume subject matter expert responsibility on voice equipment/components (PBX, Dialer, IVR, VoIP, telephony, SBC’s etc).
- Additional support role for current 8x8 phone system may be required.
- Assist with day to day operations while assisting in project development
- Maintain PBX/dialer routing via ANI, DNIS, Call Scripts, and ACD – 8x8 & Genesys
- Provide technical support of the PBX/Dialer/Switches software
- Diagnose and troubleshoot complex issues between carriers and localized telephony equipment
- Manage the optimal performance of the telephony system(s) to ensure maximum call volume for the Operations floors
- Manage the dialer to ensure minimal downtime and expedient solutions to Operations issues/concerns
- Manage the communication and resolution of any telephony system issues or outages
- Build and maintain reports based on specific needs either within the telephony system
- Identify trending in call patterns, call results and assist Operations with optimizing performance
- Troubleshoot issues related to setup, configuration, maintenance, and change management
- Assist with application training and support of users.
- Manage license inventory and drive procurement needs for applications.
- Manage day to day activities and handle escalated tickets from service desk
- Assist with maintenance of system processes and support documentation
- Assist in the execution of IT planned initiatives including hitting deadlines and achieving goals or projects as assigned
- Configuration, integration, and troubleshooting end user applications.
- Administration and maintenance of end user applications
