Voice Engineer / Contract / Remote

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

What You Will Be Doing

Daily Responsibilities

You will receive the following benefits :

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP's Employment Accommodation policy. Applicants need to make their needs known in advance.

Posted by : Ashley Chalupsky

Specialization :