Sr Systems Engineer

Overview

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

Responsibilities

• Lead, mentor, and coach other Engineers to build their skills and readiness in technology, portfolio, and platform responsibilities. 
• Work with project managers and other engineers to successfully migrate legacy voice platforms to either a Cisco Unified Communications or Zoom Voice technology solution.
• Continue to evolve and enhance the voice platforms for future technology, optimization, and operational excellence. 
• Help establish technology, documentation, and implementation standards for current and future deployments/migrations.  
• Lead the discovery, design and implementation of Zoom Phone Solutions
• Be a business and technology advisor and collaborate with health care staff in a healthcare environment to implement call center solutions.
• Document healthcare staff requirements through multiple methodologies such as use cases, user stories, and call/process flows/flowcharts.
• Map requirements to specific Zoom capabilities, considering medical staff needs within the existing platform
• Interpret business and medical requirements into actionable voice technology deliverables. 
• Capable of moving projects forward with minimal supervision or oversight. 
• Personally motivated to learn new technologies, understand organizational challenges and use creative processes to deliver improved services for our patents, staff, and ministry.      
• Remote eligible.

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Qualifications

• Five (5) or more years of experience in voice technology solutions engineering, technical infrastructure, or technical operations is preferred
• Demonstrated domain specific knowledge in multiple voice technologies is required, including but not limited to: Unified Communications, Zoom Phone, Contact Center or IT Consulting experience in both Cisco and Zoom voice technology.
• Experience with call control platforms both UC and Zoom, unified messaging, presence technology, Gateways/Audiocodes and ATAs.
• Demonstrated delivery and user/phone migrations to a unified communications platform including presence technology, unified messaging and 3rd party integrated services.
• Must have at least 1+ years of experience with end user migration from other voice platforms to Zoom
• Experience with UC provisioning and monitoring tools; Zoom Phone and Zoom Portal required.
• Experience with Call Center technologies is required
• Industry certifications are a plus (CCNA / CCNP – Collaboration, CCIE – Collaboration).
• Excellent judgment in determining work and problem resolution priorities and approaches.
• Ability to handle multiple tasks, set priorities, schedule and meet deadlines in a fast paced work environment is required.
• Strong written and oral communication skills desired; Ability to develop and organize written documentation and procedures is required.
• Demonstrates a customer service approach to service delivery and effectively communicates with our customers on requests and incidents.
• Qualified candidates must possess a combination of business, technical and leadership skills. They must be change advocates and innovators, quick learners, results-oriented, and creators of compelling technology roadmaps. Mentoring and influencing others in a matrixed team environment is critical to success.
• Strong knowledge of testing and quality assurance methodologies desired.
• Healthcare industry experience is a plus.
• Knowledge of HIPAA and HITECH, Voice Regulations, Security Privacy plus, and Generally Accepted Privacy Principles (desired).