Principal Network Engineer - Call Center Voice

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

• Implements engineering based solutions that conform and align to the guideposts / direction provided by the Enterprise Architecture team.
• Participates in discussions relating to strategic planning, technical roadmap development, standards and architecture.
• Provides feedback to the engineering manager on improving the availability, security, compliance, interoperability, performance, and cost of the Voice Call Center infrastructure.
• Collaborates with other Infrastructure teams to develop or clarify deliverables that would be delegated to Voice Engineering.
• Help align support efforts between Voice  Engineering and other CommonSpirit Health teams, and provide escalation and resolution functions when necessary.
• Leads and participates in proof-of-concept activities for technology assessments, communicates findings, and proposes implementation and adoption timelines.
• Serves as subject matter expert for various Voice engineering disciplines and will be an escalation point for complex requests and issues.
• Provide technical ownership for assignments as required by the Engineering Manager and work effectively with all levels of leadership.
• Enforces adherence to IT standards in design processes and audits the production Voice Platform for exceptions to these standards.
• Provide oversight and facilitation of the CommonSpirit Health IT change management process as it applies to the Voice Platform Engineering team.
• Mentors colleagues on the Voice engineering team and possesses a demeanor that is open and approachable.
• Must be a quick learner, an innovator, adaptable to change, results-oriented, and committed to hitting milestones on an aggressive multi-year roadmap.
• Must be able to articulate technical concepts clearly and concisely to leadership.
• Must have strong time management and multi-tasking skills.
• Develops policies, standards and guidelines for scripting / coding construction.
• Oversees efforts with key vendors to understand future application product plans in conjunction with IT leadership.
• In conjunction with the Director and / or Manager, coaches the team on personal development and develops training strategies and schedules.
• Initiates methods and approaches to meet defined business objectives. Resolves subtle complexities that often have significant implications for a program's overall success.
• Identify automation opportunities and implement scripted solutions.
• Lead efforts to identify technical innovation and process improvement opportunities.
• Provide feedback to operations regarding the design, implementation, and maintenance of monitoring and alerting processes relevant to Technology Infrastructure platforms.
• Provide exceptional customer service to CommonSpirit Health end users, Business Stakeholders and other members of CommonSpirit Health IT.
• Schedule and manage all performance tuning and troubleshooting efforts.
• Utilize standard tools and methodology to develop systems and support performance metrics.
• Demonstrate comprehensive knowledge & expertise with CommonSpirit Health business processes and routines.
• Perform crisis management during high-severity operational incidents.
• Perform meeting facilitation for staff, operational support and project meetings. Act as the primary lead.
• Be available for potential onsite travel (25%) to assess facility readiness, assist with project pre-work tasks, perform Voice implementation work and oversee work being done by 3rd party implementation teams.
• 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