Senior Engineer, Unified Communications

The Mental Health Association of NYC, Inc. dba Vibrant Emotional Health; United States; Remote; USD 88,000 - 117,000; Full time

Benefits offered by this job

medical

dental

vision

supplemental income insurance

employer paid disability insurance

employer paid life insurance

pre-tax FSA for medical and dependent

401K available

Job summary

The Senior Engineer, Unified Communications at The Mental Health Association of NYC, Inc. dba Vibrant Emotional Health works remotely to develop, design, and support UC platforms, with a focus on Genesys-based systems, testing, and cross-functional collaboration.

You will lead deployments and ensure reliable voice, chat, SMS, and video services while aligning with business processes and change management guidelines.

Qualifications

• Bachelor’s Degree and at least 5 years experience as a UC Engineer or similar role (additional experience may be substituted in lieu of a degree).
• Fully understand UC fundamentals and advanced features.
• Experience supporting large-scale UC implementations and upgrades.
• Hands on UC implementation, administration, maintenance, and optimization experience (e.g. Genesys PureCloud or similar)

Responsibilities

• Lead/coordinate new Voice, Chat, SMS, Video infrastructure and deployment.
• Provide high level operational support and receive escalations in order to ensure final resolution on reported incidents.
• Monitor Voice, Chat, SMS, Video infrastructure capacity and performance to ensure continued, uninterrupted operation of systems and applications.
• Ensure full compliance on Corporate Change Management policies and procedures for Voice & Video infrastructure.
• Lead/coordinate and manage Service Provider related activities.
• Manage resources and project related tasks related to new deployments.
• Provides operational readiness through the engineering, planning, coordination, incident and problem resolution, software installation, and upgrades.
• Participates in the planning, deployment and support of Unified Communication systems.
• Other duties as assigned

Skills

Genesys framework

Genesys PureCloud

Problem management

Troubleshooting

Vendor collaboration

Performance standards

Subject matter expert

Change management

Education

Bachelor’s Degree in UC Engineering or related field

Tools

Genesys PureCloud

Job description

Position Title

Senior Engineer

Department

Technology

Reports to

Senior Manager, Unified Communications

Location

Remote

Schedule

Monday - Friday, 9 to 5PM ET

Salary Range

$87,600.00 - $117,100.00

Position Summary

The Senior Engineer, Unified Communications assists with UC platform development, design, and support. The Lead Unified Communication Engineer role will understand business processes and develop unit and integration test scenarios in accordance with system requirements and business process changes. The position provides central support to core systems, designs, configures, installs, manages, and troubleshoots Genesys hardware and software.

Job Duties/Responsibilities

• Lead/coordinate new Voice, Chat, SMS, Video infrastructure and application deployments
• Provide high level operational support and receive escalations in order to ensure final resolution on reported incidents
• Monitor Voice, Chat, SMS, Video infrastructure capacity and performance to ensure continued, uninterrupted operation of systems and applications
• Ensure full compliance on Corporate Change Management policies and procedures for Voice & Video infrastructure
• Lead/coordinate and manage Service Provider related activities
• Manage resources and project related tasks related to new deployments
• Provides operational readiness through the engineering, planning, coordination, incident and problem resolution, software installation, and upgrades
• Participates in the planning, deployment and support of Unified Communication systems
• Other duties as assigned

Required Skills/Abilities

• Strong, hands-on, experience with the Genesys framework (configuration, routing strategies, etc.)
• Responsible for administration and support of Genesys PureCloud solutions
• Problem management skills
• Advanced troubleshoot skills
• Ability to collaborates with vendors on infrastructure designs to ensure the final product is what was architected or designed
• Ability to define hardware and software performance standards
• Serve as subject matter expert on all matters of Contact Center-related technology
• Demonstrates ability to absorb change and continue with positive results

Required Qualifications

• Bachelor’s Degree and at least 5 years experience as a UC Engineer or similar role (additional experience may be substituted in lieu of a degree)
• Fully understand UC fundamentals and advanced features
• Experience supporting large-scale UC implementations and upgrades
• Hands on UC implementation, administration, maintenance, and optimization experience (e.g. Genesys PureCloud or similar)

Physical Requirements

• Must be able to remain in a stationary position 50% of the time
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Will frequently communicate over video calls with internal and external stakeholders

Benefits

• medical
• dental
• vision
• supplemental income insurance
• employer paid disability insurance
• employer paid life insurance
• pre-tax FSA for medical and dependent care
• 401K available

Company Culture and Employer Branding

Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background.

Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications.

For 50 years, Vibrant Emotional Health, formerly the Mental Health Association of New York City (MHA-NYC), has been at the forefront of promoting emotional well-being for all people. As leaders, advocates, educators, and innovators in mental health, we have been raising awareness and offering support to everyone who is struggling. We work every single day to help save lives and assist people to get care anytime, anywhere and in any way that works for them. We are unwavering in our belief that everyone can achieve emotional wellness with the right care and support.

Equal Opportunity Employer Statement

Vibrant Emotional Health is an equal opportunity employer.

Applicant Eligibility Statement

Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.