Senior Telephony Engineer

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Our Mission is to Make Healthcare Right. Together. Built upon the belief that by connecting and aligning the best local resources in healthcare delivery with the financing of care, we can deliver a superior consumer experience, lower costs, and optimized clinical outcomes.

What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be Collaborative.

If you share our passion for changing healthcare so all people can live healthy, brighter lives – apply to join our team.


SCOPE OF ROLE The Senior Telephony Engineer is a member of the End User Application Operations team. This role delivers Gensys design, implementation and support for employees and managers. This role will focus on administration of Gensys phone system, but will also have shared responsibilities for other applications used by the organization. Additional support role for current 8x8 phone system.  They are responsible for deployment, monitoring, maintenance, security, development, upgrades, and support of Genesys within our environment. The End User Application Operations team provides IT services and support for all Bright Health employees and partners. Our client is the Bright Health employees, and you will be a part of the team that is the first line of support for overall success. As a department we have a philosophy of all hands-on-deck. We do not shy away from small tasks that often happen behind the scenes.ROLE RESPONSIBILITIES

  • Customer support, training, and communication
  • Configuration, integration, and troubleshooting end user applications
  • Administration of end user application
  • Maintenance of end user applications
  • Assume a lead role on Genesys telephony related projects, supporting vendor relationships, and providing technical expertise/knowledge to other team members when needed
  • Assume subject matter expert responsibility on voice equipment/components (PBX, Dialer, IVR, VoIP, telephony, SBC’s etc)
  • Assist with day to day operations while assisting in project development
  • Maintain PBX/dialer routing via ANI, DNIS, Call Scripts, and ACD – 8x8 & Genesys
  • Provide technical support of the PBX/Dialer/Switches software
  • Diagnose and troubleshoot complex issues between carriers and localized telephony equipment
  • Manage the optimal performance of the telephony system(s) to ensure maximum call volume for the Operations floors
  • Manage the dialer to ensure minimal downtime and expedient solutions to Operations issues/concerns
  • Manage the communication and resolution of any telephony system issues or outages
  • Build and maintain reports based on specific needs either within the telephony system
  • Identify trending in call patterns, call results and assist Operations with optimizing performance
  • Troubleshoot issues related to setup, configuration, maintenance, and change management
  • Assist with application training and support of users.
  • Manage license inventory and drive procurement needs for applications.
  • Manage day to day activities and handle escalated tickets from service desk
  • Assist with maintenance of system processes and support documentation

EDUCATION, TRAINING, EXPERIENCE

  • Bachelor or Associate degree (Ideally in Technology or Development) preferred, or relevant work experience required
  • Minimum five (5) years’ experience working with and providing technical support to End Users
  • Minimum three (3) years’ experiencing administrating phone systems in an corporate environment
  • Technical expertise administrating and configuring the following platforms required: 8x8 and Genesys Cloud
  • Working knowledge of the following platforms preferred: Microsoft Office Suite, Office 365, Teams, SharePoint, OneDrive, Zoom, Slack
  • Technical expertise with Windows and Mac operating systems
  • Demonstrated ability to take ownership and manage technical projects within a team environment to assist with advancing the greater End User Technology Team goals
  • Previous experience providing hands on support for Executive Leadership, Directors, Managers, and Assistants preferred

 

We’re Making Healthcare Right. Together.

We are realizing a completely different healthcare experience where payors, providers, doctors, and patients can all feel connected, aligned and unified on the same team. By eradicating the frictions of competing needs, we are making it possible to give everyone more of what they want and deserve. We do this by:

 

Focusing on Consumers
We understand patient pain points, eliminating complexity while increasing transparency, for greater access and easier navigation.

 

Building on Alignment
We integrate and align individual incentives at all levels, from financing to optimization to delivery of care.

 

Powered by Technology

We employ our purpose built, integrated data platform to connect clinical, financial, and social data, to deliver exceptional outcomes.

 

          

 

As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

 


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Location

We are downtown at 515 Congress Avenue, right in the heart of downtown! Tons of restaurants and close to public transportation.

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