JOB DESCRIPTION:
We currently have an exciting opportunity for a Senior Avaya Communications Support Engineer. This person manages, maintains, installs, and evaluates the Avaya communication systems environment and various adjunct third party systems that comprise our telephony environment. Third party systems include Vocera, RightFax, Digital Signage, Nuance, Video Monitoring, and various systems that integrate with the phone system. This position will oversee the design and execution of upgrades and maintenance activities on assigned systems; analyze system performance and recommend changes to improve uptime; manage trunk utilization; develop, test and update disaster recovery plans; and, propose configuration or technology changes to meet business need.
At HealthPartners, you’ll find a culture where we live our values of excellence, compassion, integrity and most importantly, partnership. By working together, we will improve health and well-being, create exceptional experiences for those we serve and make care and coverage more affordable.
ACCOUNTABILITIES:
- Provides support on the selection, implementation, installation, and maintenance of all communications related systems.
- Troubleshoots communication systems issues; providing tier three support for communication systems.
- Coordinates with vendors and organizational staff for changes to systems and services.
- Supports telephony analysts when troubleshooting problems.
- Maintains inventory, by location, of all telecommunications network (local/long distance) services.
- Tests and updates disaster recovery plans; ensuring adequate availability and capacity for enterprise communications.
- Conducts telecommunications analyses and identifies cost savings opportunities.
- Analyzes quarterly traffic/busy studies for the telephone and voicemail systems/network/ACD groups.
- Assists with the assessment and optimization of hardware, software, and network design through review and analysis of user needs.
- Monitors utilization levels and trends throughout the organization to determine if service levels are being met.
- Conducts feasibility studies for moderate to complex projects.
- Coordinates project tasks, ensuring adequate planning and resource allocation.
- Creates, maintains, and updates Communication systems infrastructure diagrams and other documentation.
- Participates in technology roadmap discussions and planning
SKILLS/EXPERIENCE:
- Detail-oriented and proven organizational skills
- Excellent oral and written communication skills
- Strong interpersonal relationship skills
- Strong problem-solving skills
- Project management experience for large projects
- Exercise considerable initiative, planning, and judgment, and work independently
- Proficient at training on communication device features and functions
- Experience performing disaster recovery testing
- Excellent desktop tool usage including Word, Excel, Access, and PowerPoint functionality
- Participate in after hours on call rotation and after hours work as needed
- Translate technical terms and concepts into easy to understand language
REQUIRED QUALIFICATIONS:
- 7+ years of experience in telephony software, hardware or services
- 5+ years of experience in Avaya software and hardware telephony design and support, and carrier management specifically for the following systems and services:
- Avaya Communications Manager 8.0 or above
- Session Manager/ SIP integrations to 3rd party applications
- System Manager
- Call Management System
- SIP trunking
- Voice Gateways configuration and deployment
- Valid Driver’s License and vehicle to drive as needed to support all sites
PREFERRED QUALIFICATIONS:
- Bachelor of Science in Information Systems, Telecommunications, or Business Management
- Healthcare experience
HealthPartners is recognized nationally for providing outstanding care and experience for patients and members. We offer an excellent salary and benefits package. For more information and to apply go to www.healthpartners.com/careers and search for job ID #55051.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.