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HMSA · 1 day ago

Senior Engineer - Unified Communications

Honolulu, HI

Full-time

Hybrid

Mid, Senior Level

$78K/yr - $153K/yr

5+ years exp

HMSA is a company focused on implementing and supporting collaboration technologies. The Senior Engineer for Unified Communications will provide technical leadership for the development and maintenance of complex unified communications infrastructure and lead multiple initiatives to successful outcomes.

AssociationHealth CareInsuranceMedical

Responsibilities

Responsible for leading the support of HMSA's unified communications infrastructure. Responsibilities include, but are not limited to the following:

Ensures the reliability of HMSA's unified communications infrastructure, to include the planning and implementation of enhancements

Implements, maintains and upgrades HMSA's unified communications infrastructure

Updates configuration management tools. Documents procedures and configurations

Administers the unified communications environment, to include the 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 such as call center infrastructure

Provides technical expertise across business functions, and understands the relationship between the business and the Information Systems Department

Explains infrastructure capabilities

Consults with other Information Systems Department teams regarding infrastructure requirements and provides recommendations for both the design and implementation of systems integration activities

Reviews and makes recommendations with respect to 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

Reviews vendor proposals

Prioritizes, plans and implements upgrades and ensure that change management procedures are implemented and followed

Prioritizes, plans and implements infrastructure repairs and installations

Coordinates and plans activities with vendors

Ensures that asset and Oversees the conduct of disposal procedures are adhered to

Designs and implements infrastructure replacement plans

Maintains inventories as appropriate

Monitors Key Performance Indicators and maintains service levels to ensure that requirements are met or exceeded

Escalates problems as required

Informs management as appropriate

Troubleshoots and diagnoses complex and escalated problems

Works with multiple vendors to coordinate the resolution of issues

Reviews logs and maintains Information Technology Service Management tools to document changes and identify recurring problems

Identifies the training needs of users

Shares knowledge with users and other Information Systems Department staff

Updates users on the status of incidents and problems

Ensures that follow-up procedures are adhered to

Tracks customer satisfaction

Participates in long-term infrastructure strategy and planning

Participates in rotating on-call support schedules

Provides after-hours support to business operations, as needed

Supports remote locations across the Hawaiian Islands, to include overnight travel, as needed

Mentors and assists in the professional development of less experienced staff

Required to be on-call for critical incidents as they arise

Employee must participate in continuing education and training as needed or assigned

This is to ensure an accurate and updated knowledge base

Performs all other miscellaneous responsibilities and duties as assigned or directed

Qualification

Cisco telecommunications infrastructureCloud based solutionsAWS Cloud experienceCall center operationsCollaboration toolsBasic Microsoft Office knowledgeCommunication skillsProblem-solving skillsOrganizational skillsTime management skills

Required

Bachelors degree or technical institute degree / certificate or equivalent work experience

Five years of relevant information technology work experience

Demonstrates a high level of expertise in multiple of the following technologies; Cisco telecommunications infrastructure, call center operations / reporting, scripting, and collaboration tools to include telephony, e-mail, chat, presence, conference room infrastructure, and collaborative meeting infrastructure

Experience with Cloud based solutions for Telephony and Call Centers

Experience supporting Communications solutions in AWS and/or Azure

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 a variety of unique situations where only limited standardization exists

Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, PowerPoint, and Outlook