Senior Engineer - Unified Communications

HMSA-posted 6 months ago
Full-time • Mid Level
Hybrid • Honolulu, HI
1,001-5,000 employees
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The position is responsible for leading the support of HMSA's unified communications infrastructure. This includes ensuring the reliability of the infrastructure, planning and implementing enhancements, and administering the unified communications environment. The role requires liaising with business units to understand call center operations and coordinating with them to test and implement enhancements. The individual will provide technical expertise across business functions, consult with other teams regarding infrastructure requirements, and lead project planning and requirements gathering efforts. The position also involves troubleshooting complex problems, coordinating with vendors, and participating in long-term infrastructure strategy and planning.

  • Ensures the reliability of HMSA's unified communications infrastructure, including planning and implementing enhancements.
  • Implements, maintains, and upgrades HMSA's unified communications infrastructure.
  • Updates configuration management tools and documents procedures and configurations.
  • Administers the unified communications environment, including setup, deployment, and maintenance of component systems.
  • Liaises with business units to develop and maintain an understanding of call center operations and requirements.
  • Coordinates with business units to test and implement enhancements to unified communications components.
  • Provides technical expertise across business functions and explains infrastructure capabilities.
  • Consults with other Information Systems Department teams regarding infrastructure requirements.
  • Reviews and makes recommendations regarding IT infrastructure that deviates from established architecture standards.
  • Leads project planning and requirements gathering efforts.
  • Recommends and creates action plans for systems development and/or integration.
  • Identifies the need for major support contracts and reviews vendor proposals.
  • Prioritizes, plans, and implements upgrades and ensures change management procedures are followed.
  • Coordinates and plans activities with vendors.
  • Ensures that asset disposal procedures are adhered to and designs infrastructure replacement plans.
  • Maintains inventories and monitors Key Performance Indicators to ensure service levels are met.
  • Troubleshoots and diagnoses complex and escalated problems.
  • Works with multiple vendors to coordinate the resolution of issues.
  • Reviews logs and maintains IT Service Management tools to document changes and identify recurring problems.
  • Identifies training needs of users and shares knowledge with users and other staff.
  • Updates users on the status of incidents and problems and ensures follow-up procedures are adhered to.
  • Tracks customer satisfaction and participates in rotating on-call support schedules.
  • Provides after-hours support to business operations as needed.
  • Supports remote locations across the Hawaiian Islands, including overnight travel.
  • Mentors and assists in the professional development of less experienced staff.
  • Participates in continuing education and training as needed.
  • Performs all other miscellaneous responsibilities and duties as assigned or directed.
  • Bachelor's degree or technical institute degree/certificate or equivalent work experience.
  • Five years of relevant information technology work experience.
  • Substitutions such as a higher-level degree, specialized training or certification, and less work experience will be considered.
  • Demonstrates a high level of expertise in multiple technologies including Cisco telecommunications infrastructure, call center operations/reporting, scripting, and collaboration tools.
  • Strong written and verbal communication skills.
  • Excellent interpersonal, problem-solving, and organizational skills.
  • Strong planning, organization, and time management skills.
  • Ability to solve practical problems and deal with unique situations with limited standardization.
  • Basic knowledge of Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
  • AWS Cloud experience including Amazon Connect, Chime, and Lex is highly preferred.
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