Job Description

Ensures integrity of the network devices, communication systems software, hardware. Identifies, programs and maintains all network and communication applications. Assists and participates in the review and design of new or existing network infrastructure and systems. Develops and conducts in-service training on new applications.

Job Responsibility

1.Responsible for engineering and integrity of the networking and communication system's software, hardware, and configurations.
2.Responsible for identifying, engineering/designing and programming of networking infrastructure and communication applications.
3.Develops knowledge base documents and conducts knowledge transfer among engineering team.
4.Assists in the review and evaluation of project requests and recommends appropriate action.
5.Administers installation and repair services.
6.Responsible for first level problem resolution for all health system locations.
7.Gives guidance and direction to engineering team and outside service technicians.
8.Operates under limited guidance and work assignments involve moderately complex to complex issues where the analysis of situations or data requires in-depth evaluation of variable factors.
9.Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

*Bachelor's Degree required, or equivalent combination of education and related experience
*3-5 years of relevant experience, required.

Preferred:

• Collaborate with contact center leadership, stakeholders and other team members to define and document functional requirements and changes. Provide guidance on best practices, policies, and procedures for optimal platform use.
• Stay updated on the latest CCaaS platform developments and advancements by monitoring weekly release notes. Communicate changes to contact center leadership and recommend change implementations that maximize technology improvements.
• Create, maintain and update platform roles and permissions, user profiles, WebRTC phones, queues, skills, scripts, data tables, flow schedules, message prompts and basic interaction flows.
• Configure and manage QA policies and gamification setup.
• Develop and execute dialing campaigns.
• Troubleshoot CCaaS issues. Resolve or escalate in a timely manner as appropriate. When escalating to internal or external technical support, compile all details required to assess and identify the problem (e.g., interaction IDs, console logs, network logs, etc.). Test fixes to ensure problems have been adequately resolved.
• Responsible for design, configuration, implementation, and support of IVR/ACD scripts for Genesys Cloud Solutions
• Responsible for administration and support of Genesys Cloud solutions
• Coordinate and write technical papers, articles, standard operating procedures and best practices
• Perform in-depth analysis combining complex technical and business issues, sometimes involving fast-paced, business-critical, high profile problem solving.
• Ability to balance both support and project work when applicable; able to meet support/project milestones
• Collaborates with Technical Account Managers, Project Managers & Sales where applicable.
• Support testing effort

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).