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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.

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 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: 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: Ascension Ntwk Fac amd TransSr

+ Shift: Day Job

+ Union Code: Not Applicable

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

Benefits

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.