Lead Voice 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

Role Overview: As a Lead Voice Engineer, you will be responsible for leading and optimizing mission-critical voice infrastructure systems. You will guide the Enterprise Voice Engineer team in deploying advanced voice technologies and will collaborate across technical, application, and business teams to ensure high-quality voice solutions that align with organizational goals.

Responsibilities:

• Voice Infrastructure Leadership:

• Lead deployment and support for voice infrastructure processes and technologies.

• Oversee upgrades of voice routers, analog gateways, and Cisco Unified Communication servers.

• Resolve complex functionality issues related to voice application data, security, and system configurations, offering expert-level oversight.

• Voice Administration:

• Direct installation, configuration, and management of voice infrastructure.

• Implement advanced backup, recovery, and maintenance processes for optimal system stability.

• Utilize tools such as Cisco RTMT, SolarWinds, Wireshark, and more, for advanced network administration.

• Disaster Recovery:

• Coordinate and lead scheduled disaster recovery tests for mission-critical voice systems to ensure robustness and reliability.

• Monitoring and Optimization:

• Spearhead monitoring, diagnosing, and optimizing network systems.

• Prepare detailed management documentation outlining root causes, performance issues, and resolution strategies.

• Technical System Support:

• Collaborate with technical teams to implement, configure, and support enterprise voice infrastructure, providing guidance and expertise.

• Change Control:

• Ensure adherence to change management policies for thorough documentation and compliance.

• Incident and Request Management:

• Maintain alignment with organizational requirements for incident management, including SLA and SLT compliance.

Qualifications:

• Minimum of 5-8 years of experience supporting enterprise voice platforms in a 24x7 environment.
• Expertise in Cisco platforms: Cisco Call Manager, Cisco Unity, Cisco Contact Center Express, Cisco CUBE, Cisco Emergency Responder.
• Proficiency in VOIP, Mobility, Wireless, Call Accounting systems, Voice recording systems, and Wallboard systems.
• Proven ability to lead and configure voice architecture with cross-functional teams and third-party vendors.
• Demonstrated leadership in collaborating with teams to achieve organizational goals.
• Exceptional verbal and written communication skills, including active listening and strategic communication.

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.