Senior Unified Communications Engineer

HCA•Nashville, TN

49d

About The Position

Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Submit your application for the opportunity below: Senior Unified Communications Engineer HCA Healthcare We are seeking a Senior Unified Communications Engineer for our team to ensure that we continue to provide all patients with high quality, efficient care. Did you get into our industry for these reasons? We are an amazing team that works hard to support each other and are seeking a phenomenal addition like you who feels patient care is as meaningful as we do. We want you to apply! The Senior Unified Communication Engineer (Contact Center) will assist in the design of applications and solutions for the Cisco UCCE contact center environment. This individual is responsible for working with stakeholders to analyze, maintain, support, implement, and develop UCCE (and associated third-party) applications to improve the efficiency, capabilities, and stability of the UCCE environment. This individual will assist in the evaluation, selection, engineering, security, and platform design of the UCCE environment (including CRM, CTI, e-Service, IVR, quality management/call recording, reporting/analytics, speech analytics, video, and WFM applications).

Requirements

Bachelor's Degree - Required
5 or more years of experience in a related field - Required

Nice To Haves

CCNA: Desired (but not required)
UCCE Design Certification/Exam: Desired (but not required)
UCCE Implementation Certification/Exam: Desired (but not required)
UCCE Support Certification/Exam: Desired (but not required)

Responsibilities

Responsible UCCE platform optimization effort (via in-depth knowledge of platform architectures and integrations).
Responsible for working with business partners/vendors to ensure the integrity of the entire UCCE environment through product understanding, development, infrastructure management, performance, and stability. Develops and modifies complex UCCE call flows/scripts
Assists in performing research on contact center applications, technologies, methodologies, and tools.
Analyzes and maintains the current UCCE environment and applications. Administers the UCCE platform. Develops and modifies UCCE/third-party application reports.
Analyzes and maintains the current UCCE environment and applications.
Administers the UCCE platform.
Develops and modifies complex UCCE call flows/scripts.
Develops technical documentation for support of UCCE environment.
Adheres to company documented application deployment and support standards and best practices.
Owns a portion the resolution process for customer issues/incidents.
Maintains sizing and scaling documentation for the UCCE environment
Develops and modifies UCCE/third-party application reports.
Implements applications to support internal operations/support/auditing/provisioning processes.
Assists in developing specifications for migrating existing platforms to the UCCE environment.
Develops and implements optimization and continual improvement plans for the UCCE environment.
Designs and develops applications to support internal operations/support/auditing/provisioning processes.
Conducts risk assessments, facilitates communication across project groups and stakeholders.

Benefits

HCA Healthcare offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:
Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
Free counseling services and resources for emotional, physical and financial wellbeing
401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
Employee Stock Purchase Plan with 10% off HCA Healthcare stock
Family support through fertility and family building benefits with Progyny and adoption assistance.
Referral services for child, elder and pet care, home and auto repair, event planning and more
Consumer discounts through Abenity and Consumer Discounts
Retirement readiness, rollover assistance services and preferred banking partnerships
Education assistance (tuition, student loan, certification support, dependent scholarships)
Colleague recognition program
Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.