Senior IT Engineer- Voice Applications

Berger Health System; Kentucky; Hybrid; USD 90,000 - 120,000; Full time

Job summary

OhioHealth IS Network is seeking a Senior IT Engineer to partner with infrastructure teams and third-party vendors to plan, evaluate, and implement scalable infrastructure technologies. The role emphasizes on-call reliability and customer experience.

You will lead technology strategy, roadmaps, and standards, coordinate with enterprise architects, and drive process automation while ensuring alignment with regulatory and quality goals across the health system.

Qualifications

• Bachelor's Degree required in a related field.
• 8 years of technical engineering experience.
• Strong leadership and communication skills.
• Expertise in telecom/voice application platforms for contact centers.
• Experience with ITIL processes and vendor management.

Responsibilities

• Oversee implementation and operation of infrastructure technologies.
• Develop technology strategy and roadmaps.
• Coordinate with vendors and internal customers to meet outcomes.
• Monitor financial and operational initiatives and optimize efficiency.
• Manage supplier relationships and reporting metrics.

Skills

ITIL processes

Vendor management

Technology strategy

Project management

Leadership

Communication

Telecom/voice platforms

Education

Bachelor's Degree

Tools

CCaaS platforms

Telecom systems

Networking infrastructure

Job description

Job Description Summary:

The Senior IT Engineer reports to the Voice/Telecom Engineering Manager within the Network and Infrastructure Department and works in collaboration with infrastructure architects/engineers/advisors, Enterprise Architects, applications teams, and 3rd party vendors to plan, budget, and oversee the evaluation, selection, implementation, operation, and performance of technologies as well as 3rd party vendors within their respective specialty area of responsibility. The primary focus of this role is technology strategy, roadmap development and execution, standards development and process automation in support of providing solutions that are always on and provide the best possible experience for our customers. The role may also be responsible for the management of outcomes delivered by third-party supplier vendors and for interacting with and owning the relationship with the internal customers within the business units and service lines at OhioHealth.

Responsibilities And Duties:

• 40% - Operations Works with internal customers and 3rd party vendors to communicate, coordinate, manage expectations, approve, and assist with operational processes such as crisis management, support escalation, change management, release management, capacity management, and other ITIL processes
• 20% - Technology Strategy Assists and sometimes leads the development of technology strategy and roadmap within a given area of specialty including design, documentation, communication, and implementation of new or existing standards for infrastructure technologies while remaining current on industry trends
• 10% - Research and Analysis Analyzes, plans, justifies, schedules, and coordinates the implementation and maintenance of the specialty area’s administrative, operational, and financial initiatives including TCO, optimization, and efficiency
• 25% - Supplier Management Works with suppliers and, when needed, vendors to produce outcomes consistent with organizational strategy. Overseas reporting metrics, dashboards, and status reporting to meet expectations for quality and performance for discretionary, support and maintenance work.
• 5% - Financial Management - Plans, monitors and controls operating and capital budget for assigned areas of responsibilities. As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties. The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time

Minimum Qualifications:

Bachelor's Degree (Required)

Field of Study: Business Administration, Computer/Management Information Systems, Computer Science, Engineering, Mathematics, or Related Field

Years of Experience: 8 years technical engineering experience

SPECIALIZED KNOWLEDGE

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

Kind and Length of Experience: Eight years of experience in technical engineering role.

Participation in process improvement or project work.

DESIRED ATTRIBUTES

Specialized knowledge: Design thinker Curious & Creative Able to function in tactical and operational levels Strong communicator and collaborator Able to work collaboratively in a highly matrixed environment Ability to effectively drive people, process, and technology changes Proven record of effective leadership Subject Matter Expert Highly self-motivated with the ability to drive resources toward deadlines and manage ambiguity to effectively solve problems by embracing the health system’s highly dynamic, constantly changing environment. 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. The ability to explain complex technical ideas and issues to both technical and non-technical audiences is desired.

Work Shift: Day Scheduled Weekly Hours : 40 Department IS Network

Join us! ... if your passion is to work in a caring environment ... if you believe that learning is a life-long process ... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment

Remote Work Disclaimer

Positions marked as remote are only eligible for work from Ohio.

We Are Inspired to Do Our Best.

OhioHealth is a nationally recognized, innovative healthcare system delivering world-class patient care in a supportive, professional environment filled with limitless opportunities to learn and grow. We are a unique organization in the healthcare field. Our model system of facilities encompasses a wide scope of expertise and care. For professionals, we are a place where people committed to doing their best are given the tools and resources to accomplish our mission every single day. OhioHealth is recognized as a Great Place to Work CertifiedTM organization. The Great Place to Work® is a global authority on high-trust, high-performance workplace cultures. This recognition is one measure of our success in achieving a part of our vision to be an organization "where people want to work."