Voice Engineering Systems Engineer

Job Summary

This role involves coordinating and executing multiple complex projects to enhance Corewell Health’s technology infrastructure. Under minimal supervision, responsible for research, design, installation, integration, support, and optimization of a variety of technologies as a part of the information technology infrastructure and applications environment. Designs, implements, and maintains high performing, highly available systems to meet the customers' functional and cost requirements, as defined by the overall system architecture specifications and in accordance with the service level and / or operation level agreements. Performs work on new project installations, system / infrastructure upgrades, and system / infrastructure performance management. Contributes to process and system support documentation. Competent to work with systems and infrastructure within a diverse technology portfolio, but at times requires guidance from others.

Essential Functions

• Develops both critical and non-critical systems that are a part of the Corewell Health technology infrastructure.
• Designs, implements, and maintains voice systems that drive efficient communication within the organization. The role involves close collaboration with stakeholders to ensure optimal performance of ACD (Automatic Call Distribution), IVR (Interactive Voice Response), phone trees, call recording, and workforce management (WFM / WFO) technologies.
• Performs intermediate to advanced level Cisco UC administration, implementation and troubleshooting of CUCM, UCCE, UCCX, Expressways, CVP, Jabber, Gateways MGCP, H323, SIP, CTI integration, outbound dialers, and call recorders.
• Performs intermediate to advanced level Avaya Aura Contact Center, implementation and troubleshooting of Avaya IVRs, call routing, agent configuration, CMS and Avaya Workplace.
• Provides technical risk assessment of system readiness for operational turnover. Research emerging technologies, standards and system trends that align with customer requirements and Digital Services (DS) architectural standards related to assigned projects, support responsibilities or strategic initiatives.
• Participates in project planning and execution, related to system architecture, design, integration, testing and implementation. Analyzes system requirements and constraints to engineer technical solutions that meet the needs of the business, across multiple dimensions. Designs solutions that can be operationally implemented and supported within current organizational structures or defines new operational and support structures. As a project team member, responsible for assigned project tasks, as well as schedules, change control and project-related status reports. Coordinates work with team members, as required, to ensure successful delivery of all technical aspects of assigned projects.
• Participates in the operational support for assigned systems, including the creation of written support documentation, and facilitates knowledge transfer between teams and individuals involved in support.
• Responsible for the resolution of implementation and support issues and collaborates with support teams to troubleshoot and resolve escalated Incidents and problems, using established DS procedures for problem and situation management. Participates in the creation of relevant technical and support documentation.
• Maintains knowledge of end user devices and integration with equipment, networking concepts (such as TCP\IP, WINS, DNS, DHCP), Windows Server and Desktop platforms, Enterprise Directories, storage subsystems and relational databases.

Qualifications

Required

Preferred

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

Comprehensive benefits package to meet your financial, health, and work / life balance goals. Learn more .

On-demand pay program powered by Payactiv

Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

Optional identity theft protection, home and auto insurance, pet insurance

Traditional and Roth retirement options with service contribution and match savings

Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Corewell Health Place - 100 Corewell Drive NW - Grand Rapids

Department Name

PACE Digital Services Operations

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

Hours of Work

8 : 00 to 4 : 30

Days Worked

Monday to Friday

Weekend Frequency

Variable weekends

CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling