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Network Voice Engineer

Employer
Johnson Health Tech
Location
Madison
Salary
Competitive

View more

Industry
General
Role
Engineer
Job Type
Long-Term
Hours
Full Time
Description:


Position Overview:

Under the direction of the Senior Director of IT, the network voice engineer is responsible for the management and administration of the phone and contact center systems for the organization. Duties will include managing and maintaining ACD, IVR, call routings, adds moves and changes along with various other administrative tasks related to phone and contact centers. There will also be level 1 and 2 support provided to end users as it relates to these same systems.



Responsibilities:

Primary Responsibilities:

  • Working as a partner with Contact Center leadership to support the innovation, automation, and execution of phone and call center applications
  • Build resilient, cloud-first infrastructure and integrations that connect our customers to team members with the best skills to assist
  • Demonstrating deep understanding of customer service domain and platforms
  • Leading the development of Contact Center VoIP tech strategy to support current and emerging needs
  • Managing performance of overall telephony system, providing monitoring of dropped calls, abandoned rates, and other metrics
  • Administer all adds, moves, changes within Contact Center systems
  • Support end user issues related to Contact Center systems
  • Monitoring and communicating outages

Communication/Team Work:

  • Communicate with others in the company in a positive manner
  • Represent Johnson Health Tech NA in a positive manner when working with outside vendors

Marginal Job Functions:

  • Other projects as needed
. Requirements:


Qualifications:

Education:

  • College degree in a computer related field and/or equivalent work experience

Experience:

  • 3+ years relevant experience required.
  • Experience of designing, implementing, and supporting cloud-hosted contact centers hands-on experience with IVRs, call & dial plans, ACD queues, SIP, etc.
  • Experience working in VOIP networks and systems
  • Advanced understanding customer engagement technologies.

Other Requirements:

  • Strong computer skills, strong written and oral communication skills
  • Attention to detail
  • Ability to remain focused and organized
  • Commitment to continuous improvement



Skills:

  • Demonstrated effective interpersonal, verbal and written communication skills
  • Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary
  • Unwavering attention to detail and commitment to world-class quality
  • Ability to embrace deadlines
  • Able to project a positive and professional demeanor to all internal and external contacts


Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities.

Some of our outstanding benefits include:

  • Health & Dental Insurance
  • Company paid Life Insurance
  • 401(k)
  • Paid Time Off benefits
  • Free access to our state-of-the-art onsite workout facility
  • Product discounts
  • Wellness programs


EOE/M/W/Vet/Disability

PI

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