Contact Center Engineer II
NorthShore University HealthSystem
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Benefits offered by this job
Job summary
Endeavor Health in Warrenville, IL is seeking a Contact Center Engineer II to ensure stable IT systems and support for core business functions. You will research, design, deploy, and maintain environments and software components, transitioning from legacy contact-center platforms to a unified Genesys Cloud CX solution.
The role requires 5+ years in IT Systems/Platform Engineering, a relevant bachelor’s degree or equivalent, and strong experience with Genesys Cloud CX, APIs, and IVR.
Qualifications
- Bachelor's degree or equivalent work experience in technology/CS/IS/engineering
- 5+ years of IT Systems/Platform Engineering experience
- Experience developing a platform strategy
- Training or certification related to technology portfolio
- Genesys Cloud CX, Genesys Architect call flows, IVR, queues, skills and routing, APIs, data actions, or integrations
- Contact-center troubleshooting
- Preferred: Cisco UCCE/Finesse, Calabrio, migration experience, healthcare experience
- Strong verbal/written/presentation communication; problem solving; accountability
Responsibilities
- Maintain stability, integrity, and operation of in-house IT systems and platforms
- Research, design, build, configure, test, deploy, analyze, administer, and maintain environments
- Lead projects related to systems analysis, integration, scripting, and support
- Define and update configuration management items
- Support transition to Genesys Cloud CX environment
- Install software releases, upgrades, patches and assess security impacts
- Respond to inquiries and resolve issues; manage alerts and tickets; on-call duties
- Maintain operational security and complete security remediation tasks
- Stay current on systems and technologies used in the role
- Perform other duties as assigned.
Skills
Education
Tools
Job description
$41.64 - $64.54 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.
- Position: Contact Center Engineer II
- Location: Warrenville, IL
- Full Time
- Hours: Monday-Friday, 8:00am - 4:30pm
- Hybrid Position
- Local travel to other corporate sites will be required as needed.
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. The Contact Center Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments.
The Contact Center Engineer is responsible to researching, designing, building and planning as well as maintaining capabilities and executing on projects related to systems analysis, integration and support, scripting, developing solutions to support hardware, infrastructure, and software platforms and software technology components. Individual utilizes advanced systems, scripting and developer skills to execute project work related to analysis, integration, and resolution of moderately to highly complex incidents and problems affecting production systems and multiple applications. This role also helps lead the definition and update of items in the configuration management plan. Designs information systems that are appropriate for users' needs and consistent with the overall design of the organization's information systems architecture.
This role will help us transition from legacy contact-center platforms to a more unified Genesys Cloud CX environment.
- 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.
- Leads 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.
- Education: 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.
- Required:
- Genesys Cloud CX
- Genesys Architect call flows
- IVR, queues, skills and routing
- APIs, Data Actions or integrations
- Contact-center troubleshooting
- Preferred:
- Cisco UCCE or Finesse
- Calabrio
- Contact-center migration experience
- Healthcare experience
- 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 webbased 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 speechdriven call routing technologies including Parlance.
- Experienced with paging and criticalalert 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 crossplatform 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 naturalsounding, scalable, and customizable voice prompts for enterprise telephony environments.
- Incentive pay for select positions
- Opportunity for annual increases based on performance
- Career Pathways to Promote Professional Growth and Development
- Various Medical, Dental, Pet and Vision options
- Tuition Reimbursement
- Free Parking
- Wellness Program Savings Plan
- Health Savings Account Options
- Retirement Options with Company Match
- Paid Time Off and Holiday Pay
- Community Involvement Opportunities
Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.
When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.
Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".
Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.
At Endeavor Health, we are united by a shared commitment to working together to create a culture of connection and belonging-each of us bringing different skills and experiences as we deliver safe, seamless, and personal care. Every person, every time. We are committed to fostering an environment where all team members can be their best, learn, and pursue excellence together.
EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.
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