Senior Engineer - Unified Communications

HMSA; Honolulu (HI); On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a skilled professional to lead the support of their unified communications infrastructure. This dynamic role involves ensuring reliability, implementing enhancements, and providing technical expertise across business functions. The ideal candidate will possess strong communication and problem-solving skills, with a deep understanding of Cisco telecommunications and call center operations. Join a forward-thinking organization that values continuous education and offers opportunities for professional development while supporting operations across beautiful Hawaiian Islands. If you're ready to make a significant impact, this is the perfect opportunity for you.

Qualifications

• 5 years of relevant IT experience or equivalent education.
• Expertise in Cisco infrastructure and call center operations.

Responsibilities

• Lead support for unified communications infrastructure and ensure reliability.
• Troubleshoot complex problems and coordinate with vendors for resolution.

Skills

Cisco telecommunications infrastructure

call center operations/reporting

scripting

collaboration tools

problem-solving

organizational skills

communication skills

time management

Education

Bachelor's degree or technical institute degree/certificate

Five years of relevant IT work experience

Tools

Microsoft Office

AWS Cloud

Amazon Connect

Chime

Lex

Job description

Description

• Responsible for leading the support of HMSA's unified communications infrastructure. Responsibilities include, but are not limited to the following:
  
  • 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. Coordinates 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. Coordinates and plans activities with vendors.
  Ensures that asset and disposal procedures are adhered to. Designs and implements infrastructure replacement plans. Maintains inventories as appropriate. Monitors 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. This is to ensure an accurate and updated knowledge base.
• Performs all other miscellaneous responsibilities and duties as assigned or directed.

#LI-Hybrid 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 will 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.
• 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 Connect, Chime, and Lex is highly preferred.