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||New Jersey [NJ]
||Network Engineer - Unified Communications
offers best-in-class Clinical, Consulting and Commercial services to global companies seeking to accelerate performance. With 13,000 employees in 40 countries, we rapidly transform promising ideas into commercial reality. inVentiv has committed itself to hiring and retaining the very best talent in the healthcare industry, those who have a single common characteristic: the desire and aptitude to succeed. We are focused on hiring the best, those who possess unparalleled knowledge and experience as well as a passion for delivering exceptional ideas and service to our clients. In turn, inVentiv provides an opportunity-rich environment where employees can grow as professionals in one of many disciplines and pursue long-term career goals throughout our worldwide network of locations.
This position dedicated to the iPAS (inVentiv Patient Access Solutions) Call Center environment will work closely with inVentiv Global Technology (iGT) on all support, design and engineering efforts for the enterprise voice and unified communications systems for our current multi-site enterprise environment. Responsible for the integration of iGT and iPAS positioning the group to obtain maximum business results.
•Support current iPAS voice and unified communications environment – be 1st line of defense – work with Global Technology as necessary for timely issue resolution.
•Develop IVR and call flow scripts for new and existing programs.
•Troubleshoot and perform Root Cause Analysis when system downtime/interruptions occur
•Operate and monitor iPAS voice and unified communication systems to ensure uptime and optimal performance of environment
•Look for innovative preventive measures to ensure uptime and optimal performance of environment
•Recommend and implement tactical and strategic fixes and enhancements to iPAS voice and unified communications environment; recommend areas of improvement and ways to expand functionality
•Develops tactical and strategic roadmap for iPAS Call Center voice and unified communications environment; stay abreast of all current and future Cisco Call Center technology – understand all functional and technology aspects
•Ensure environments stays current on current supported versions and service patches
•Work with IGT to implement an iPAS UCCX Development environment
•Create documentation regarding system design, configuration, operating procedures, and capacity planning related to the unified communications infrastructure hardware and software
•Develop/recommend tools to automate systems provisioning, monitoring, and maintenance
•Collaborate with IGT, clients, and partners on system design, implementation, and troubleshooting
•Stay abreast of proper inVentiv operating procedures for the iPAS voice and unified communications environment so that the integrity of the iPAS and enterprise unified communications environment is maintained
•Other duties as required
This position requires:
•Proven knowledge of the design, implementation, evolution, and support of Cisco Unified Communications Manager, Cisco Unity, Cisco Unity Connection and Unified Contact Center Express (UCCX)
•Experience in designing complex, highly available, unified communications infrastructure solutions in a large-scale, multisite, international environment
•Expertise with communications protocols such as H323/SIP/MGCP/SCCP
•Expertise with carrier circuits such as T1, PRI, DS-3, and Ethernet services
•Expertise in interfacing with carriers to manage circuit delivery, troubleshooting and migration
•Experience with engineering of network quality of service in LAN, WAN, and WLAN environments
•Understanding of Microsoft Active Directory and Microsoft Exchange, and the interactions between these systems and the unified communications environment
•An understanding of high definition video communications systems, and MCUs
•Experience in managing multiple projects and vendors to deliver results
•Bachelor's degree in Computer Science, Engineering, related discipline, or equivalent combination of education and experience.
•5-10 years experience in Cisco Unified Communications engineering
•Experience supporting a call center environment highly desirable
•Experience with data analytics relative to a call center environment highly desirable
•Some healthcare experience
•Proven critical thinking and analytical / troubleshooting skills.
•Ability to set scope and deliver quality results.
•Ability to determine and complete tasks and achieve project goals.
•Ability to work well independently and in a team environment.
•Individual must work well in a production release environment and demonstrate compliance with: corporate change management processes, strict engineering and documentation processes.
•Good oral and written communications skills
•Ability to script/automate recurring tasks
•Ability to work weekends and/or off hours as necessary to meet clients' needs, with occasional overnight travel
•Ability to apply judgment; implement solutions, and resolve conflicts, all in a multi-tasked environment
•Ability to utilize resources to complete tasks preceded by a defined goal or objective on budget and on time
•Ability to effectively meet deadlines and tight time constraints
Benefits: At inVentiv health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance.
EOE: inVentiv health & its Clients are equal opportunity employers and are committed to employing a diverse workforce.
|Minimum Education Level