UC/CC Engineer

Fallon Health•Worcester, MA

About The Position

The Unified Communications UC/CC Engineer is responsible for planning, developing, and implementing Fallon Health’s telecommunications infrastructure as well as managing updates, upgrades manage storage and call recording rules and policies. Includes installing, configuring, maintaining, supporting, and optimizing all telephone systems and services, voicemail systems, and contact center environments. This position will analyze and resolve telecommunications issues and support user needs where required. The Senior Engineer assists and develops solutions for Fallon Health business partners and colleagues and provides training and guidance when needed. The UC/CC The Senior Engineer is required to participate in a 24x7x365 on call rotation and will have an understanding and background in VoIP and Network Technologies.

Requirements

Minimum of 5 years of experience in telecommunication engineering, with a focus on contact center technologies.
3 years relevant experience in Healthcare Setting or Insurance setting.
College degree, preferably B.S., B.A., or M.S. in Computer Science, Electrical Engineering

Responsibilities

Architecture, design, capacity planning, performance management and growth strategies of core and multi-vendor solutions
Design and implement UC and CC solutions.
Assess Capacity needs of the UC and CC platforms and plan for future growth.
Monitor the performance and resolve issues that could impact performance.
Manage relationships with multiple vendors and business partners to ensure seamless integration of Fallon Health’s various solutions.
Manage upgrades, lifecycle management, integration, testing, deployment and monitoring of all core telephony and UC technologies.
Responsible for managing maintenance upgrades for all Unified Communications Technologies and contact center.
Managing life cycle management and policies for call recordings for contact center
Conduct thorough testing and validation.
Optimize call routing strategies, IVR (Interactive Voice Response) menus, and queue management to enhance customer service efficiency.
Monitor call volumes, handle times, and agent performance metrics.
Provide tier-3 support for telecommunication issues, including call routing, voice quality, and contact center functionality.
Troubleshoot and resolve complex technical problems related to telephony systems.
Document Procedures and Knowledge transfer to team members and business partners.
Provide guidance and ensure standardization throughout the organization.
Contribute to solutions and improvements in processes and strategic planning.
Work closely with third-party vendors to evaluate, select, and implement telecommunication solutions.
Negotiate contracts and manage vendor relationships