Job Description
General Summary The Voice Services Engineer is responsible for day-to-day operations for the Henry Ford Health voice network. The Henry Ford Health voice network consists of data center hosted applications, multiple advanced contact centers, and 40,000 voice terminals distributed over 70-networked locations across southeastern Michigan. The daily focus of the position includes operational support of the Henry Ford Voice Network, advanced voice applications and third-party products and services, and at times the Henry Ford Contact Center(s). The position collaborates with other engineers on joint projects and undertakes projects to improve and evolve voice network performance, capacity, and availability, utilizing a variety of hardware and software technologies.
Principle Duties And Responsibilities - Responsible for day-to-day operation of the Henry Ford Health Voice Network. The Henry Ford Health voice network consists of data center hosted applications, multiple advanced contact centers, and 40,000 voice terminals distributed over 70-networked locations across southeastern Michigan.
- Supports the daily workload of tickets (incidents and requests) assigned to Voice Services.
- Participate in the planning, design and go-live activities, site moves and addition of new locations.
- Serves as a key contributor for Change Controls, major projects, enterprise dial plan, and system outages for voice systems and applications.
- Participate in activities related to system software or hardware upgrades. This includes reviewing release notes and determining the upgrade process, determining user impact during the upgrade, and performing post upgrade testing/validation.
- Leverage expertise during major outages or implementations
Education/Experience Required - High School diploma or G.E.D. equivalent required.
- Minimum seven (7) years of experience supporting and implementing VoIP systems and endpoints in complex multi-site VoIP networks required.
- Minimum of seven (7) years of experience related to complex dial plans. Examples would be the design and implementation of a multi-site, multiple vendor structured dial plan. Experience with global locations required.
- Minimum five (5) years of experience supporting Cisco or Avaya voice systems required.
- Experience implementing SIP trunking and configuration of Session Boarder Controllers preferred.
- Experience using tools for the support of complex VoIP environments. These are tools used for troubleshooting and diagnosing, system monitoring, capacity planning and performance optimization. Examples: Orion Solar Winds, Oasis, NetScout, Wireshark, as well as vendor specific tools for performance optimization and capacity planning required.
- Five (5) years of experience in a multi-vendor voice and data environment consisting of hardware and software from at least two (2) of these vendors in order of preference: Cisco, Avaya, Unify (formerly Siemens) and Genesys preferred.
- Experience supporting contact center applications. This would include the configuration of routing flows/strategies, agent skills, and the running and analyzing of contact center reports preferred.
- Experience with advanced contact center applications such as Work Force Management, Quality or Compliance Recording, Forecasting/Scheduling, IVR systems preferred.
- Experience configuring data switches, VLANs, QoS policies preferred.
- Strong understanding of process flows, and implementation rollouts.
- Strong problem solving and analytical skills.
- Must be highly collaborative and able to work with different organizations and teams.
- Capable of working independently and can effectively communicate with leaders, users, and technical colleagues.
- Excellent verbal, written, and interpersonal communication skills. Must be able to effectively communicate complex technical information to a non-technical audience.
- Ability to work quickly and efficiently under deadline pressure.
- Ability to handle numerous projects simultaneously.
- Demonstrated ability to solve complex problems within a converged communications infrastructure.
Certifications/Licensures Required - Experience with an ITSM application like ServiceNow preferred.
- Relevant industry certifications.
Additional Information
- Organization: Corporate Services
- Department: Ntwrk Fac & Trans Srvcs
- Shift: Day Job
- Union Code: Not Applicable
Job Tags
Full time, Shift work,