Senior Engineer - Unified Communications

Employment Type

Full-time Exempt

Job Summary

Hybrid Work Environment - Must reside in Hawaii
Pay Range: $78,000 -- $153,000
Note: Individuals typically begin between the minimum to middle of the pay range

Minimum Qualifications

• Bachelor's degree or technical institute degree/certificate or equivalent work experience
• Five years of relevant information technology work experience
• Substitutions such as a higher-level degree, specialized training or certification and less work experience may be considered
• Demonstrates a high level of expertise in multiple of the following technologies; Cisco telecommunications infrastructure, call center operations/reporting, scripting, and collaboration tools to include telephony, e-mail, chat, presence, conference room infrastructure, and collaborative meeting infrastructure
• Experience with Cloud based solutions for Telephony and Call Centers
• Experience supporting Communications solutions in AWS and/or Azure
• Strong written and verbal communication skills
• Excellent interpersonal, problem-solving, and organizational skills
• Strong planning, organization, and time management skills
• Ability to solve practical problems and deal with a variety of unique situations where only limited standardization exists
• Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, PowerPoint, and Outlook
• AWS Cloud experience including Amazon Lex, Chime, Lambda, and Connect is required

Duties And Responsibilities

• Responsible for leading the support of HMSA's unified communications infrastructure
• Ensures the reliability of HMSA's unified communications infrastructure, to include the planning and implementation of enhancements
• Implements, maintains and upgrades HMSA's unified communications infrastructure
• Updates configuration management tools
• Documents procedures and configurations
• Administers the unified communications environment, to include the setup, deployment, and maintenance of component systems
• Liaises with business units to develop and maintain an understanding of call center operations and requirements
• Coincides with business units to test and implement enhancements to unified communications components such as call center infrastructure
• Provides technical expertise across business functions, and understands the relationship between the business and the Information Systems Department
• Explains infrastructure capabilities
• Consults with other Information Systems Department teams regarding infrastructure requirements and provides recommendations for both the design and implementation of systems integration activities
• Reviews and makes recommendations with respect to IT infrastructure that deviates from established architecture standards
• Leads project planning and requirements gathering efforts
• Recommends and creates action plans for systems development and / or integration
• Identifies the need for major support contracts
• Reviews vendor proposals
• Prioritizes, plans and implements upgrades and ensures that change management procedures are implemented and followed
• Prioritizes, plans and implements infrastructure repairs and installations
• Coincides and plans activities with vendors
• Ensures that asset and Oversees the conduct of disposal procedures are adhered to
• Designs and implements infrastructure replacement plans
• Maintains inventories as appropriate
• Maintains Key Performance Indicators and maintains service levels to ensure that requirements are met or exceeded
• Escalates problems as required
• Informs management as appropriate
• Troubleshoots and diagnoses complex and escalated problems
• Works with multiple vendors to coordinate the resolution of issues
• Reviews logs and maintains Information Technology Service Management tools to document changes and identify recurring problems
• Identifies the training needs of users
• Shares knowledge with users and other Information Systems Department staff
• Updates users on the status of incidents and problems
• Ensures that follow-up procedures are adhered to
• Tracks customer satisfaction
• Participates in long-term infrastructure strategy and planning
• Participates in rotating on-call support schedules
• Provides after-hours support to business operations, as needed
• Supports remote locations across the Hawaiian Islands, to include overnight travel, as needed
• Mentors and assists in the professional development of less experienced staff
• Required to be on-call for critical incidents as they arise
• Employee must participate in continuing education and training as needed or assigned
• Performs all other miscellaneous responsibilities and duties as assigned or directed