Senior IT Engineer- Voice Applications

About the role

The Senior IT Engineer reports to the Voice/Telecom Engineering Manager within the Network and Infrastructure Department and collaborates with infrastructure architects/engineers/advisors, Enterprise Architects, applications teams, and third-party vendors to plan, budget, and oversee the evaluation, selection, implementation, operation, and performance of technologies and vendors within their specialty area. The primary focus includes technology strategy, roadmap development and execution, standards development, and process automation to deliver always-on solutions with optimal customer experience. The role may also manage outcomes delivered by third-party suppliers and own relationships with internal customers at OhioHealth.

Responsibilities and Duties

• Operations (40%) – Collaborate with internal customers and third-party vendors to communicate, coordinate, manage expectations, and assist with operational processes such as crisis management, support escalation, change management, release management, capacity management, and other ITIL processes.
• Technology Strategy (20%) – Assist and sometimes lead the development of technology strategy and roadmaps, including design, documentation, communication, and implementation of new or existing standards for infrastructure technologies while staying current on industry trends.
• Research and Analysis (10%) – Analyze, plan, justify, schedule, and coordinate the implementation and maintenance of administrative, operational, and financial initiatives including total cost of ownership (TCO), optimization, and efficiency.
• Supplier Management (25%) – Work with suppliers and vendors to produce outcomes aligned with organizational strategy. Oversee reporting metrics, dashboards, and status reporting to meet quality and performance expectations for discretionary, support, and maintenance work.
• Financial Management (5%) – Plan, monitor, and control operating and capital budgets for assigned areas of responsibility.

As a High Reliability Organization (HRO), responsibilities require focus on safety, quality, and efficiency in performing job duties. The job profile provides an overview and is subject to change.

Minimum Qualifications

• Bachelor’s Degree required
• Field of Study: Business Administration, Computer/Management Information Systems, Computer Science, Engineering, Mathematics, or related field
• Eight years of technical engineering experience

Specialized Knowledge

• Subject matter advisor for specialized technologies supporting clinical operations and information systems, with ability to gather, analyze, and interpret business drivers to support programs and organization
• Project management and process excellence with strong analytical, data-driven approach to problem solving
• Strong interpersonal and leadership skills
• Advanced technical knowledge of telecom/voice application platforms for contact center/CCaaS, wireless communications, overhead paging, and/or faxing

Desired Attributes

• Design thinker and curious with creative problem-solving ability
• Ability to function at tactical and operational levels
• Strong communicator and collaborator in a highly matrixed environment
• Proven ability to drive people, process, and technology changes
• Record of effective leadership and subject matter expertise
• Highly self-motivated with ability to drive resources toward deadlines and manage ambiguity
• Knowledge of regulatory and contractual compliance is beneficial
• Experience leading large, complex projects across multiple functional departments
• Experience in a complex healthcare organization is beneficial
• Ability to explain complex technical ideas to both technical and non-technical audiences