Contact Center Engineer II

Job Summary

The Contact Center Engineer's role is to ensure the stability, integrity, and efficient operation of the in-house information systems that support core organizational functions. This is achieved through researching, designing, building, configuring, testing, deploying, analyzing, administering, and maintaining/supporting environments and hardware, infrastructure and software platforms, and software technology components to meet current and future business needs for their specific technology portfolio.

What You Will Do

• Executes on objectives related to the on-going maintenance, expansion or upgrade of Endeavor Health’s software, platforms, infrastructure and devices within Endeavor Health.
• Collaborates with other Systems Engineers and Architects to ensure that modified hardware and software interacts appropriately across infrastructure and platforms; performance and data conversion impacts are considered; environments are developed and maintained, and other areas of impact are addressed and meet business function and performance requirements.
• Leads and works on technology initiatives within their span of control and portfolio with minimal direction and support, accomplishing critical milestones and apply changes to and using the technology within their span of control.
• Demonstrates high degree of proficiency in the platform as it applies their technology portfolio and work assignments.
• Leads complex, hardware and software technology component analysis, and evaluation on resource requirements necessary to maintain/expand service levels or tune hardware and software infrastructure components for optimum performance.
• Installs new software releases and system upgrades, evaluates and installs patches, and resolves software related problems. Patching is inclusive of assessing security patches based on criticality and enterprise impact.
• Supports the software, platforms, devices and infrastructure within Endeavor Health by addressing inquiries, reported issues and problems.
• Manages, troubleshoots and resolves alerts and tickets in accordance with detailed documentation from a moderate to high complexity in nature. Identifies tickets/incidents that need to be escalated to leadership with appropriate work documented and transition.
• Provides hardware break/fix resolution while working with associated vendors.
• Performs On-call rotational duties by providing off hour support to supported platforms, software and infrastructure through response to inquiries, reported issues and problems from the End User Community as well as items escalated through system monitoring tooling and other IT Engineering and Application Teams.
• Led efforts on maintaining operational security through reporting and communication of security breaches or concerns as well as deriving the security remediation tasks necessary for their appropriate technology.
• Takes part in technical forensic investigation of security events.
• Keeps current on all systems, software and related technology for their position that is used at Endeavor Health.
• Performs other duties as assigned.

What You Will Need

• Educational Requirement: Bachelor’s degree (technology, computer science, information systems, engineering) OR equivalent work experience and applicable to the role.
• Experience: Five (5) or more years of experience of related experience in IT Systems, Platform Engineering or Technical Engineering related to the role’s specific technology portfolio.
• Previous experience with IT Systems, Platform Engineering or Technical Engineering.
• Previous experience developing and contributing to a specific comprehensive technology platform strategy.
• Acquired training or certification related to the role’s specific technology portfolio.
• Unique or Preferred Skills: Strong verbal, written and presentation communication skills essential; Solid understanding of information processing fundamentals and best practices; Personal and ethical accountability; Demonstrated analytical and critical thinking for problem solving / issue resolution; A lean towards curiosity, out of the box thinking and innovative; Software troubleshooting experience; Understanding of the organization’s goals and objectives; Knowledge of applicable data privacy practices and laws; Knowledge of compliance standards, e.g., PCI, HIPAA; Ability to interact with a variety of business partners, vendors, and users while communicating effectively in user friendly language (both written and verbal); Microsoft Office Suite of Products; Knowledge of AI (Artificial Intelligence) technologies and models; Voice (Telecommunications) Engineering: Strong functional knowledge of enterprise voice and telecommunications technologies, including VoIP platforms (Cisco UCC/UCCE, Avaya), Genesys web-based contact center solutions, Cisco Finesse for agent desktop/call control, and Cisco Unity for voicemail and unified messaging; Skilled in workforce optimization and analytics platforms such as Calabrio, and speech-driven call routing technologies including Parlance; Experienced with paging and critical-alert systems including Spok Medicall and Spok SmartSuite, as well as integrations across fax/SMS systems (RightFax); Proficient with collaboration and communication platforms such as Webex and Microsoft Teams, including cross-platform integrations; Knowledgeable in secure messaging, compliance, vulnerability management, patching, monitoring, performance optimization, architecture, restoration, and full lifecycle management of enterprise voice systems; Experienced in creating and modifying system greetings using AWS AI voice technologies, enabling natural-sounding, scalable, and customizable voice prompts for enterprise telephony environments.

Benefits

• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Career Pathways to Promote Professional Growth and Development
• Variety of Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program
• Savings Plan
• Health Savings Account Options
• Retail Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities