Lead Service Engineer

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

Providence, Information Services organization is seeking a Senior Telecommunications Engineer to design and support an enterprise TDM and VoIP-Based telecommunications systems within a large health care environment. The candidate will be part of a team of senior Voice engineers responsible for all telecom designs and standards implemented across Providence. They will ensure the efficient and reliable operation of all telecom infrastructure and services while providing technical support and guidance to customers and other stakeholders. The position requires a strong technical background, including expertise in both legacy TDM and Cisco VoIP-based telecommunications technologies in a large enterprise environment. Success in the role requires excellent customer service, interpersonal communication, problem-solving, and critical thinking skills. It is also important the candidate possess the ability to work independently and as part of a team. The position requires the candidate performs all duties in a manner that promotes the Providence mission, values, and philosophy.

In this position you will have the following responsibilities:

  • Partners with business leaders and other key stakeholders to ensure telecom services are meeting the needs of Providence critical voice infrastructure. Responsible for the delivery, evaluation, implementation, and continuous improvement of telecom services system wide. Provides critical technology infrastructure solutions and support to clinical and business functions within Providence Health System. Analyzes performance within network and telecom infrastructure, detecting operational problems to drive improvements to ensure optimal performance.

 

  • Engage in complex troubleshooting including running maintenance and recovery tasks; interpreting alarms and errors in the logs; and performing maintenance to correct problems. Develops detailed documentation for the purposes of expediting problem identification and resolution.
  • Assessing telecom requirements for a solution and suggesting recommendations aligned with the goals of the organization. Assists in development and maintenance of telecom standards, procedures, and performance requirements for the enterprise telecom environment. Performs other duties as assigned.
  • Participates in key process improvements for all telecom environments throughout the organization. Coordinates telecom device configuration and management. Ensures that telecom and network devices comply with established policies, standards, licensing agreements, and configuration guidelines. Creates and maintains accurate technical and procedural documentation for support of voice and data systems.
  • Partners with technical support staff to meet or exceed telecom service level goals by quickly resolving telecom related outages. Participate in on call duties as assigned.
  • Ensures telecom designs and processes are in place to secure and protect the enterprise network. Establish telecom designs that comply with regulatory requirements. Provides input to policies, procedures, and technologies (including firewalls) to ensure enterprise network and telecommunications security. Implements network and telecom infrastructure equipment with the highest degree of security to protect the business and clinical information of the organization.
  • Collaborates effectively and consistently with peer network Engineers and Architects. Assists in coordination of integrated systems integrity between users of Information Services and third-party software vendors or programmers. Participates in the development and adherence to project schedules.
  • Stay current with technology and market demands by participating in educational opportunities, reading professional publications, maintaining professional social networks, and participation in professional organizations. Displays a professional attitude and demeanor when working with organizations external to the team, providing a positive attitude and customer centric approach. When required to travel for Providence, professionalism is displayed at all times.

 

Who are we looking for?

  • Minimum of 7+ years in the support of an enterprise Global voice platform.
  • Skilled in Cisco platforms such as Cisco Call Manager, Cisco Unity, Cisco Contact Center Express, Cisco CUBE and Cisco Emergency Responder.
  • Technical Expertise: Good understanding of monitoring tools, including RTMT. Ability to work on complex issues such as CUCM critical service down, database replication, Core dumps, CPU pegging and more.
  • Experience with Oracle SBCs, MS teams Direct Routing, Avaya or Nortel PBX systems will be a plus.
  • Proven skills in configuration & troubleshooting of voice architecture with cross-functional application, business, technical teams and third-party systems.
  • Certification: Cisco certifications such as CCNP, or equivalent are preferred.
  • Team player: Collaborate with others to help a team or work group achieve its goals. 
  • Communication: Excellent verbal and written communications skills including active listening.
  • Adaptability: Ability to work in a fast-paced environment and willingness to manage multiple priorities, especially during off-hours.

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.