Voice Engineer

Exemption Status:

“Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors.  A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate.”

This position is not eligible for Sponsorship.

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!

Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description

Summary:  The Voice Engineer is responsible for the evaluation, configuration, and support of enterprise-wide telecommunications systems as well as resolving network, telephony, and end-user issues. Maintains the technology required to provide a productive and efficient telecommunications system.  This position works across business units to maintain contact center technology.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Ensures optimal and reliable performance of telecommunications and VoIP systems including call center systems, voicemail, fax over IP, network infrastructure and telecom expense management.

• Manages full life cycle of telecommunications systems: Cisco UCS, as well as peripheral collaboration and mobility infrastructure (install, maintain, integrate, upgrade, etc.).

• Maintains voice and communication services and assists with disaster recovery planning as it pertains to corporate and call center operations.

• Manages small to medium-sized projects or portions of large projects and assists in planning for new applications and services. Monitors and reports project status to management, identifies issues that may impede attainment of goals, and recommends / implements corrective measures.

• Uses diagnostic tools to monitor and troubleshoot network and telecommunications systems in a large network environment.

• Facilitates the selection and implementation of communications, security, and systems infrastructure to match the global needs of the company.

• Collaborates with team members on technologies, concept, and standards; translates business requirements into technical solutions. Works with vendors and others to formulate designs.

• Identifies and recommends opportunities to improve and enhance communication services to internal and external customers. Contributes expertise and ideas on potential cost-savings and technology analysis.

• Performs analysis to optimize platform, interface, and threshold notifications.

• Researches and recommends technologies for the development and performance maintenance of the company's products.

• Collaborates with peers in the engineering, architecture, product development, and marketing teams for “proof of concept” projects to prove out new technologies and how they may apply to future product.

• Collects and analyzes telecom utilization data. Generates periodic reports for management.

• Executes changes to the environment within appropriate timeframes which may include non-standard business hours.

• Adheres to change management and configuration management policies and procedures.

• Provides on-call support on a department rotation schedule. Responds to calls, texts and emails via a company-issued cell phone while on-call and as needed.

• Keeps management informed through regular communication of status reports.

• Racks and cables networks and server equipment as needed.

Supervisory Responsibilities        

No supervisory responsibilities

Client Responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written).  One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                                             

Bachelor’s degree (or equivalent combination of education and experience) along with 3 - 5 years’ related experience in the job duties listed.

Computer (and Technological) Skills – Must have solid skills with the following technologies:

• Linux/Windows, MS SQL; ITIL; MS Office and MS Outlook

• Networking and routing protocols. (EIGRP, OSPF, BGP, Ethernet)

• Cisco UCS technology architecture and design; VoIP environment management

• LAN / WAN infrastructure design / administration.

• Networking technologies with respect to server virtualization environments using VMWare

• Calabrio Call Recording

• Cisco CVP

• Cisco CallStudio

• Cisco UCCE

• Nuance ARS/TTS

Certificates, Licenses, Registrations

Cisco CCVP Certification (preferred)

Other Skills and Abilities                                                    

• Experience designing and implementing call flow and IVR scripting logic within a high-volume call center in multiple states.

• Familiarity with HIPAA and SOX compliance

• Ability to read and comprehend packet captures

• Experience with monitoring and troubleshooting voice quality

• Must be able to develop good working relationships with colleagues, internal clients and management as well as work as an effective and integral team member.

Reasoning Ability                                                    

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Mathematical Skills                                                 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Competencies                                                

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to risk of electrical shock. The noise level in the work environment is usually quiet.

Work Location

This position must work on-site at the San Diego Headquarters or Tempe location for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders.  Remote work is not an option for these purposes.

Working Hours

This is an exempt level position requiring one to work the hours needed to get the job done.  Therefore one must have the flexibility to work beyond traditional hours and be able to work nights, weekends or on holidays as required.  This may be changed from time to time to meet the needs of the business.  Typical core business hours are Monday through Friday from 8:00am to 5:00pm.

Travel - This position requires domestic travel of up to 5% of the time to support corporate offices in San Diego and other states. 

The Perks:

• Medical / Dental / Vision / Wellness Programs
• Paid Time Off / Company Paid Holidays
• Incentive Compensation
• 401K with Company match
• Life and Disability Insurance
• Tuition Reimbursement
• Employee Referral Bonus

To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego,
California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

Equal Opportunity Employer, Male/Female/Disabilities/Veterans

OSHA/ADA:

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

The above
statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.