Senior Telephony Infrastructure IT Consultant IV

Kaiser Permanente; Portland (OR); On-site; USD 110,000 - 190,000; Full time

Job summary

Kaiser Permanente is seeking an Advanced CCSTI technology consultant to support enterprise clinical contact center operations across multiple markets. You will apply expert administration, complex troubleshooting, and solution design for CCSTI applications such as Alvaria, mPulse, Intradiem, and VHT, with emphasis on NICE CXone and IEX strategy.

You will lead projects from planning through implementation, mentor teammates, and provide operational support and upgrades for telephony across Kaiser

Qualifications

• Requires at least one year in an informal leadership role within IT or operations teams.
• Bachelor's degree in a related field and at least six years IT experience in support/operations.
• Experience leading projects from planning to implementation with cross-functional stakeholders.

Responsibilities

• Provides first, second, and third level support for highly complex problems.
• Coordinates with third-party vendors and internal teams for steady tech operations.
• Drives incident management, escalation, and resolution within SLA guidelines.
• Documents problems, statuses, and resolutions in the tracking system; supports disaster recovery activities.

Skills

Ambiguity management

Attention to detail

Communication

Critical thinking

Cross-group collaboration

Decision making

Dependability

Learning agility

Problem solving

Teamwork

Education

Bachelor's degree in Computer Science, Engineering or related field

Tools

Alvaria (Aspect)

mPulse

Intradiem

VHT

NICE CXone

IEX

Job description

Kaiser Permanente is seeking an Advanced CCSTI technology consultant to support enterprise clinical contact center operations across multiple markets. You will apply expert administration, complex troubleshooting, and solution design for CCSTI applications such as Alvaria, mPulse, Intradiem, and VHT, with emphasis on NICE CXone and IEX strategy.

You will lead projects from planning through implementation, mentor teammates, and provide operational support and upgrades for telephony across Kaiser