Voice Engineer

Motion Recruitment; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading healthcare organization is seeking a Remote Voice Engineer to maintain and support voice services systems for their contact centers. The ideal candidate will have strong experience with call center platforms and a background in IT infrastructure. Responsibilities include providing technical consultation, managing projects, and ensuring system reliability within an enterprise contact center environment. This role offers a competitive salary range of $90,000 to $120,000.

Qualifications

• Proven experience with call center platforms in a support role.
• Expert at troubleshooting a variety of hardware and software problems.
• Strong understanding of network and voice infrastructures.

Responsibilities

• Act as a subject matter expert for system implementations.
• Provide expert consultation and guidance to other Voice Services team members.
• Support new project development including planning and implementation.

Skills

Genesys Engage

Genesys Cloud

NICE CXone

Five9

Microsoft O365

Teams Voice

Cisco routing and switching

QoS

SIP

VOIP

Education

Bachelor’s Degree in computer science or information technology

Tools

NICE call recording software

Aspect WFM

ServiceNow Software

Job description

Get AI-powered advice on this job and more exclusive features.

Our client, a leading healthcare organization dedicated to advancing patient care and safety, is looking for a contract Voice Engineer. This is a fully remote role.

Under general supervision of the IT Director, this position is responsible for our client’s Voice Services (Contact Center) systems infrastructure to maintain a reliable and predictable service that supports the needs of our client’s internal and external facing contact centers. This role will also provide expert technical consultative and collaborative services to a broad audience including the clinical applications team, Clinical operations leaders, and ancillary IT Operations leaders. The position is responsible for complex technical and architecture assignments that are small to significantly sized, and that require independence, decision making, project management, and advanced technical judgment levels. Analysis of situations and data requires an in-depth evaluation of various technical and organizational factors. Incumbent will exercise judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results.

The subject matter expert reports directly to the IT Director– Voice Services, Client Enablement Services, but may have a matrixed reporting relationship to other Voice Services Managers and Directors.

Contract Duration: 24-Months

Required Skills & Experience

• Proven experience with Genesys Engage, Genesys Cloud, NICE CXone, Five9, or other Contact center platforms in a contact center support role
• Experience with collaboration technologies and 3rd party call center applications such as Microsoft O365, Teams Voice, NICE call recording software, Aspect WFM and other peripheral call center applications .
• Expert at troubleshooting, including a tenacious ability to research, analyze and resolve a variety of hardware and software problems.
• Intermediate Cisco routing and switching / data networking skills: routers and switches, MPLS, BGP, EIGRP and other protocols.
• Proven experience with QoS, SIP, and VOIP best practices in a call center environment.
• Strong understanding and working knowledge or network and voice infrastructures: LAN, WAN, routers, switches, firewalls, trunking, PSTN, PRI, TDM, POTS, and local exchange carriers.
• Ability to manage multiple assignments and projects independently and simultaneously.
• Strong problem solving and analytic skills; able to use knowledge of systems to identify source of problem quickly.
• Must be able to communicate well both verbally and in writing, as well as be able to follow both verbal and written instructions. The person in this position must be able to work with all levels of staff and work independently with minimum supervision.
• Working knowledge of information security best practices and demonstrated commitment to information security.
• ITIL v3 Foundations

Desired Skills & Experience

• A Bachelor’s Degree in computer science or information technology fields of study; or an equivalent combination of education and applicable professional work experience.
• Experience with server technologies (Windows Server, Linux) and data center operations.
• Experience working in a healthcare environment.
• Experience working in a contact center support environment.
• Working knowledge of ServiceNow Software

What You Will Be Doing

Daily Responsibilities

• Act as a subject matter expert (Voice Engineer) to provide expert level guidance for system implementations, troubleshooting, operational support, preventative maintenance, and downtime procedures.
• Provide Expert technical consultation and guidance to other Voice Services team members and mentor staff to develop required skills for supporting an enterprise contact center environment.
• Support the development and roll out of new contact center capabilities that will support the needs across the enterprise.
• Develop, support, and maintain systems documentation and procedures as needed and provide training to other IT staff and user clients as appropriate.
• Coordinate interactions and activities of vendors, both on-site and off-site as related to systems or areas supported.
• Assign, plan, manage and complete tasks with minimal supervision and coordinate multiple assignments concurrently.
• Perform daily system monitoring including ensuring that automatic data collection is functioning correctly, reviewing logs for hardware and software.
• Support new project development, including systems analysis, planning and preparation, coding/scripting, testing and implementation and client coordination as needed.
• Articulate in both verbal and written forms.
• Must be skilled in translating complex technical concepts into terms that can be understood by business leaders.
• Ability to assess industry best practices and reference models to innovatively create and maintain voice service availability and consistent delivery.
• Exercise sound judgment and prioritization and reorganization of customer requests.
• Maintain solid communications skills and develop working relationships with other IT staff, other members of our client’s departments, outside resources such as vendors and technical representatives and their affiliates.
• Be available for emergencies involving technical problems that affect the ability to provide patient care.
• Follows safety procedures, operates equipment, and performs job related duties in a safe manner which prevents accidents from occurring.
• Demonstrates commitment to quality through continuous organizational improvement.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Consulting

• Industries

  Hospitals and Health Care

Referrals increase your chances of interviewing at Motion Recruitment by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Get notified when a new job is posted.

Sign in to set job alerts for “Voice Engineer” roles.

United States $90,000.00-$120,000.00 2 weeks ago

Telecommunications Engineer (3 Month Contract)

San Francisco, CA $100,000.00-$200,000.00 4 weeks ago

United States $95,000.00-$125,000.00 3 days ago

United States $97,000.00-$123,000.00 1 week ago

United States $97,000.00-$134,000.00 2 weeks ago

United States $85,000.00-$120,000.00 2 days ago

United States $100,000.00-$720,000.00 2 weeks ago

Network/Voice Engineer – Gateway and Infrastructure Specialist

Senior Unified Communications / Voice Engineer

Washington DC-Baltimore Area $110,000.00-$130,000.00 1 week ago

Machine Learning Engineer – Speech Processing – EMEA

Remote Itential Network Automation Engineer/Cisco DNA/Ansible

Philadelphia, PA $80.00-$85.00 3 hours ago

United States $153,000.00-$195,000.00 1 week ago

Software Engineer (L6) - Network Services & Insights

United States $360,000.00-$920,000.00 1 week ago

Aviatrix Engineer- Cloud Network Security Consultant

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.