Contact Center Engineer II

NorthShore University HealthSystem; Warrenville (IL); Hybrid; USD 87,000 - 134,000; Full time

Benefits offered by this job

Incentive pay for select positions

Annual merit increases

Career development opportunities

Medical, Dental, Vision options

Tuition Reimbursement

Free Parking

Wellness Program

Health Savings Account Options

Retirement with Company Match

Paid Time Off and Holidays

Community Involvement Opportunities

Job summary

Endeavor Health's Contact Center Engineer II will ensure stability and performance of in-house information systems supporting core operations.

The role includes researching, designing, deploying, testing, and maintaining hardware, software platforms, and infrastructure; you will lead improvements and coordinate with vendors during on-call support. Hybrid work in Warrenville, IL with travel as needed.

Qualifications

• Bachelor's degree or equivalent work experience in IT/engineering.
• 5+ years of IT systems or platform engineering experience.
• Experience with enterprise contact center tech.
• Knowledge of security and compliance practices.

Responsibilities

• Execute objectives related to ongoing maintenance, expansion or upgrade of Endeavor Health's software, platforms, infrastructure and devices; collaborate across teams to ensure compatibility.
• Lead technology initiatives within your span of control with minimal direction.
• Lead complex hardware and software component analysis to maintain service levels and optimize performance.
• Install new software releases, evaluate patches, and resolve problems; assess security patches.
• Support software, platforms, devices and infrastructure by addressing inquiries and problems.
• Manage, troubleshoot and resolve alerts and tickets with documentation; participate in on-call rotation for off-hour support.

Skills

IT Systems

Platform Engineering

Technical Engineering

Communication

Problem-solving

Scripting

Education

Bachelor's degree or equivalent

Tools

Cisco UCCE

Genesys

Calabrio

RightFax

Webex

Microsoft Teams

Job description

Overview

Hourly Pay Range: $41.64 - $64.54 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

Position Highlights

• 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.

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 includes 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 the technology portfolio. The engineer applies communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues to maximize IT systems investments.

The engineer is responsible for 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. Individuals utilize 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 aligned with the organization's information systems architecture.

This position will support our contact center environment, primarily based in Cisco UCCE and Genesys.

What you will do

• Execute objectives related to the ongoing maintenance, expansion or upgrade of Endeavor Health's software, platforms, infrastructure and devices. Collaborate with other Systems Engineers and Architects to ensure modified hardware and software interact appropriately across infrastructure and platforms; consider performance and data conversion impacts; develop and maintain environments; address other areas of impact to meet business function and performance requirements.
• Lead technology initiatives within your span of control with minimal direction and support, achieving critical milestones and applying changes to the technology portfolio.
• Lead complex hardware and software technology component analysis and evaluation to maintain or expand service levels and optimize performance.
• Install new software releases and system upgrades, evaluate and install patches, and resolve software-related problems. Assess security patches based on criticality and enterprise impact.
• Support software, platforms, devices and infrastructure by addressing inquiries, reported issues and problems.
• Manage, troubleshoot and resolve alerts and tickets with detailed documentation for moderate to high complexity. Escalate tickets/incidents as needed, provide hardware break/fix resolution with vendors, and participate in on-call rotation for off-hour support.
• Lead efforts to maintain operational security, report security breaches or concerns, and perform remediation tasks as required. Contribute to technical forensic investigation of security events.
• Keep current on all systems, software and related technology used in the role.
• Perform other duties as assigned.

What you will need

• Education: Bachelor's degree (technology, computer science, information systems, engineering) OR equivalent work experience applicable to the role.
• Experience: Five (5) or more years of related IT Systems, Platform Engineering or Technical Engineering experience related to the technology portfolio.
• Previous experience with IT Systems, Platform Engineering or Technical Engineering.
• Experience developing and contributing to a comprehensive technology platform strategy.
• Training or certification related to the technology portfolio.
• Unique or Preferred Skills:
• Strong verbal, written and presentation communication skills.
• Solid understanding of information processing fundamentals and best practices.
• Personal and ethical accountability.
• Analytical and critical thinking for problem solving and issue resolution.
• Curiosity, innovative thinking, and a proactive approach.
• Software troubleshooting experience.
• Understanding of organizational goals and objectives.
• Knowledge of data privacy practices and laws.
• Knowledge of compliance standards, e.g., PCI, HIPAA.
• Ability to interact with business partners, vendors, and users and communicate effectively in user-friendly language.
• Microsoft Office Suite proficiency.
• Knowledge of AI technologies and models.
• Voice (Telecommunications) Engineering:
• Strong 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.
• Experience with Calabrio and speech-driven call routing technologies including Parlance.
• Experience with paging and critical alert systems and integrations across fax/SMS systems (RightFax).
• Proficient with collaboration platforms such as Webex and Microsoft Teams, including cross-platform integrations.
• Knowledgeable in secure messaging, compliance, vulnerability management, patching, monitoring, performance optimization, and full lifecycle management of enterprise voice systems.
• Experience in creating and modifying system greetings using AWS AI voice technologies for natural-sounding, scalable voice prompts in enterprise telephony environments.

Benefits

• Incentive pay for select positions
• Opportunity for annual increases based on performance
• Career pathways for professional growth and development
• Medical, Dental, 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. Our more than 25,000 team members and more than 6,000 physicians deliver transformative patient experiences across more than 300 locations and eight acute care hospitals. 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 to better understand how Endeavor Health delivers on its mission.

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 create a culture of connection and belonging. 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.