Job Details

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 the general supervision of the IT Director, this position is responsible for our clients Voice Services (Contact Center) systems infrastructure to maintain reliable and predictable service supporting internal and external contact centers. The role provides expert technical consultative and collaborative services to a broad audience, including clinical applications teams, clinical operations leaders, and IT operations leaders. Responsibilities include complex technical and architectural assignments requiring independence, decision-making, project management, and advanced technical judgment. The incumbent will exercise judgment within broadly defined practices and policies to select methods, techniques, and evaluation criteria for results.

The subject matter expert reports directly to the IT DirectorVoice Services, Client Enablement Services, with possible matrixed reporting 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
• Experience with collaboration technologies and third-party call center applications such as Microsoft O365, Teams Voice, NICE call recording software, Aspect WFM, and others
• Expertise in troubleshooting hardware and software problems, with strong research and analysis skills
• Intermediate Cisco routing and switching skills: routers, switches, MPLS, BGP, EIGRP, etc.
• Experience with QoS, SIP, and VOIP in a call center environment
• Strong understanding of network and voice infrastructures: LAN, WAN, routers, switches, firewalls, PSTN, PRI, TDM, POTS, etc.
• Ability to manage multiple projects independently
• Excellent problem-solving and communication skills, both verbal and written
• Knowledge of information security best practices
• ITIL v3 Foundations certification

Desired Skills & Experience

• Bachelors degree in computer science or IT, or equivalent experience
• Experience with server technologies (Windows Server, Linux) and data center operations
• Healthcare environment experience
• Contact center support experience
• Knowledge of ServiceNow software

What You Will Be Doing

Daily responsibilities include acting as a subject matter expert, providing technical guidance, supporting contact center capabilities, maintaining documentation, coordinating with vendors, managing multiple tasks, monitoring systems, supporting projects, and ensuring communication and safety standards are met. The role requires translating complex technical concepts for business leaders, assessing industry best practices, and being available for emergencies.