Voice Field Engineer | IT - Voice Services

Henry Ford Health; Rochester Hills (MI); On-site; USD 85,000 - 110,000; Full time

Job summary

Henry Ford Health seeks a Voice Field Services Engineer to manage day-to-day voice services across the health system. Travel to sites may be required and daily end-user contact is expected.

You will resolve voice incidents, manage MAC requests, and support both software and hardware changes within the voice environment, including Avaya Aura Platform and Cisco CUCM.

Qualifications

• 3+ years in health care IT and multi-site VoIP networks.
• 3+ years handling MAC for analog, digital, and IP phones.
• Experience with ITSM tools and ideally ServiceNow.

Responsibilities

• Resolve voice incidents for health system end users.
• Handle MAC requests for end users and departments.
• Provide support for voice software/hardware changes.
• Program and support Avaya/CUCM and related voice systems.
• Support major outages and larger voice projects.

Skills

VoIP networks

MAC requests

ITSM processes

ServiceNow

Voice engineering

Customer facing

Communication skills

Face-to-face support

Tools

Avaya Aura Platform

Cisco CUCM

Nortel

ASCOM DECT Platform

Job description

• Full-time

Company Description

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve. Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact. Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

Job Description

General Summary:

The Voice Field Services Engineer is responsible for day-to-day operations for voice services at Henry Ford Health. This position supports end users throughout the health system and could require travel to various sites within the health system. This position requires daily contact with end users at various levels within the health system.

Main Tasks and Responsibilities:

• Responsible for resolving voice incidents for end users in the health system.
• Responsible for handling Moves, Add, Change (MAC) requests for end users in the health system.
• Primarily focused on providing support for end user(s), departments, or specific sites.
• Ability to support software and hardware changes in the Voice environment.
• Ability to program and support systems and devices such as Avaya Aura Platform, Cisco CUCM (CallManager), Nortel, ASCOM DECT Platform.
• Leverage expertise during major outages or implementations.
• Possesses the ability to provide support for larger voice projects and installations.

Qualifications

Required Education & Experience:

• Three (3) or more years of experience in health care Information Technology.
• Three (3) or more years of experience with complex multi-site VoIP networks.
• Three (3) or more years of experience performing moves, adds and changes (MAC) of analog, digital and IP phones.
• Three (3) or more years of experience with IT Service Management Tools (ITSM).
• Experience using Service Now preferred.
• Most desirable would be direct experience with Service Desk, Incident Management, Request Management, and Problem Management.
• The individual should have experience in surveying, designing/adding new departments or locations on to existing Henry Ford Health voice systems or networks.
• This includes the configuration of stations, trunks, voicemail, and call processing.
• The individual must have experience working with PSTN carriers.
• Experience includes creating new circuit orders, disconnect orders, and repair orders.
• Experience with data networking is desirable. Relevant industry certifications related to telecommunications, Voice Over IP, data networking, contact center, or collaboration/unified communications.
• Must be self-directed and can adapt to sudden changes.
• Must have strong customer facing skills.
• This position requires face-to-face contact with end users to identify and resolve their issues.
• Must be highly collaborative and able to work with different organizations and teams.
• Capable of working independently and can effectively communicate with leaders, users, and technical colleagues.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work quickly and efficiently under deadline pressure.
• Ability to handle numerous projects simultaneously.

Certifications:

• Experience with an ITSM application like ServiceNow preferred. Relevant industry certifications.