Responsibilities and Duties
? Monitors and makes recommendations respective to system capacity, including traffic studies, routing, etc. Monitor manufacturer announcements and assess/make recommendations to address impact on SWHEALTH environment.
? Supports the implementation and setup of new voice communications systems, applications and services to meet business requirements across the enterprise. Constructs request for proposals, and orders/implements voice communications services in support of project activities.
? Designs and configures new feature and functionality to meet business needs and support availability requirements.
? Responds to escalated alerts and provides technical support for SWHEALTH Voice Communications systems and services to ensure that service level agreements are met and incidents are appropriately addressed and communicated or escalated to management and vendors.
? Creates, submits, and manages change requests and asset management updates to ensure timely completion and accurate record keeping.
? Develops formal test plans associated with providing technology solutions to ensure that business and availability requirements are met.
? Identifies and develops opportunities to automate or down shift activities to the ITOC in order to free up resources and reduce MTTR.
? Develops policies and standards and creates documentation associated with new application implementation, system backups, system access, system recovery, new business models, and new technology to ensure smooth transition to production and to maintain system availability..
? Creates knowledge articles and reviews/approves articles created by others to more effectively share information.
? Identifies gaps in departmental processes, procedures, and standards to increase efficiency and promote consistency; adheres to system standards during all administration activities and performs regular system audits to ensure systems are configured to standards.
? Develops and delivers training to transfer knowledge on new technology/applications/standards and to ensure effective business unit transition to new functionality. Essential Knowledge and Skills
? Demonstrated ability to meet commitments in a large IT project environment
? Advanced analytical and problem solving abilities
? Demonstrated ability to effectively prioritize and execute tasks in a high-pressure environment
? Must be results-oriented and customer-focused
? Self-starter with ability to work on their own with ability to provide leadership and guidance when needed. ? Ability to prioritize and respond dynamically to a changing environment
? Experience with Avaya contact center environments a plus
? Knowledge in VOIP Work and Time Requirements
• 8 hour work shifts, 5 days a week
• Variations in work volume and business needs may require extended or flexible working hours Education and Work Experience
• Equivalent to a Bachelor’s Degree from an accredited college or university with course work in Computer Science, Management Information Systems or a closely related field.
• 2-5 years of experience in Avaya or as a Voice Engineer.
|Job Category||Information Technology (IT)|