Senior Telephony Engineer

Company: Oak Street Health

Title: Senior Associate I, Telephony

Location: Remote OR Chicago/Downers Grove

Role Description:

The Senior Associate I, Telephony will focus on delivering telephony related projects from inception to completion. The Senior Associate I, Telephony will use their knowledge and experience from the telephony industry to bring best practices and standards to Oak Street Health.

The Senior Associate I, Telephony will also be responsible for day to day operations and project support for the Oak Street Health IT Telephony Team's Enterprise Technology voice solutions. The Senior Associate I, Telephony will have 5 - 7 years experience in providing support for cloud based communication products such as NiCE inContact, Lumen, Zoom, and RingCentral. The person in this role must be able to assess business partner needs and help tailor solutions to fit the business outcome objectives. This is a self-directed position centered on daily responsibilities with direct management oversight.

The Senior Associate I, Telephony will also provide timely technical assistance on telephony systems inquiries submitted by Clinic employees. The Senior Associate I, Telephony will use their technical knowledge to resolve inquiries and answer questions. An excellent Senior Associate I, Telephony must possess excellent customer service and problem solving skills. The Senior Associate I, Telephony must be able to assess the problem, provide a solution, and effectively communicate the resolution steps. The Senior Associate I, Telephony will also mentor and train IT Telephony team members on new telephony features and functionality.

Core Responsibilities:

• Technical contributor for Contact Center improvement initiatives that enhance the features, functionality, and capabilities for the cloud-based telephone system and computer/telephony integration projects.

• Responsible for the design, implementation, and support of patient voice interactions.

• Manage and support company telecommunications capabilities, including NiCE inContact, Lumen, Zoom, and RingCentral.

• Be the resident expert for Contact Center technical capabilities, including call flow, call routing and skill level configurations, auto-attendant, IVR, ACD.

• Other duties as assigned

What are we looking for?

We're looking for motivated professionals with the following:

• At least 5 - 7 years of telephony industry related experience. Preferably experience working with NiCE inContact, Lumen, Zoom, and RingCentral or a similar VoIP Cloud Service Provider.

• Strong knowledge of integrated Contact Center workflows and applications.

• Functional experience in corporate and Contact Center capabilities, including Auto-Attendant, IVR, ACD, Call Routing, and CTI.

• Experience implementing Contact Center capabilities in mixed on-prem workforce as well as remote workers.

At least 4 - 6 years of Help Desk and Network experience. Preferably in a large scale, fast paced Contact Center environment.

• Bachelor's Degree required.

• Preferably, previous experience with NiCE inContact, Zoom, Lumen, and RingCentral. â Demonstrated PC skills on multiple operating systems. Including but not limited to Microsoft, MS Office, Google Chrome, Google Suite, and Mac.

• Exemplary customer service, communication, presentation, and organization skills. â An independent, self-starter with a positive attitude, highly detail oriented, and able to work a flexible work schedule.

• Passion for technology and problem solving, that enjoys and has the ability to research emerging technologies and make recommendations benefitting Oak Street Healthâs business partners.

• Able to communicate effectively in English both written and verbally, with leadership, key stakeholders, business partners, Contact Center customers, team members, and vendors.

• Able to multi-task and excel in a fast-paced trading environment.

• A deep problem solver with the ability to think independently and identify quick and tested solutions to complex problems.

• Work well under minimal supervision to complete service requests, tasks,and projects on time.

• Able to work in high-pressure situations meeting aggressive deadlines to various milestones.

• US work authorization.

What does being Oaky look like?

• Radiating positive energy

• Assuming good intentions

• Unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being Relentlessly Determined

Why Oak Street?

Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

• Collaborative and energetic culture

• Fast-paced and innovative environment

• Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

Oak Street Health is an equal-opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.