Senior Telephony Engineer (Genesys) - Work From Home

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Our mission is to make healthcare right. Together. We are a value-driven healthcare company committed to providing personalized care to aging and underserved populations. We do this by aligning stakeholders across the healthcare ecosystem. Together, we can improve consumer experience, optimize clinical outcomes, and reduce total cost of care.
What drives our mission? The company values we live and breathe every day. We keep it simple: Be Brave. Be Brilliant. Be Accountable. Be Inclusive. Be Collaborative.
If you share our passion for changing healthcare so all people can live healthy, brighter lives - apply to join our team.
The Senior Telephony Engineer is a member of the End User Application Operations team. This role delivers Genesys design, implementation and support for employees and managers. This role will focus on administration of the Genesys Cloud phone system, but will also have shared responsibilities for other applications used by the organization including the existing 8x8 phone system. You will be responsible for deployment, monitoring, maintenance, security, development, upgrades, and support of Genesys within our environment. The End User Application Operations team provides IT services and support for all Bright Health employees and partners. Our client is the Bright Health employees, and you will be a part of the team that is the first line of support for overall success. As a department we have a philosophy of all hands-on-deck. We do not shy away from small tasks that often happen behind the scenes.
This is a Work from Home position with preferred locations in Minnesota, Texas, Arizona or Florida.
ROLE RESPONSIBILITIES

• Assume a lead role on Genesys telephony related projects, supporting vendor relationships, and providing technical expertise/knowledge to other team members when needed
• Assume subject matter expert responsibility on voice equipment/components (PBX, Dialer, IVR, VoIP, telephony, SBC's etc)
• Assist with day to day operations while assisting in project development
• Maintain PBX/dialer routing via ANI, DNIS, Call Scripts, and ACD - 8x8 & Genesys
• Provide technical support of the PBX/Dialer/Switches software
• Diagnose and troubleshoot complex issues between carriers and localized telephony equipment
• Manage the optimal performance of the telephony system(s) to ensure maximum call volume for the Operations floors
• Manage the dialer to ensure minimal downtime and expedient solutions to Operations issues/concerns
• Manage the communication and resolution of any telephony system issues or outages
• Build and maintain reports based on specific needs either within the telephony system
• Identify trending in call patterns, call results and assist Operations with optimizing performance
• Troubleshoot issues related to setup, configuration, maintenance, and change management
• Assist with application training and support of users
• Manage license inventory and drive procurement needs for applications
• Manage day to day activities and handle escalated tickets from service desk
• Assist with maintenance of system processes and support documentation
• Assist in the execution of IT planned initiatives including hitting deadlines and achieving goals or projects as assigned

EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE
• Bachelor's Degree (Technology preferred) or relevant work experience required
• Minimum five (5) years' experience working with and providing technical support to End Users
• Minimum three (3) years' experiencing administrating phone systems in an corporate environment
• Technical expertise administrating and configuring the following platforms required: 8x8 and Genesys Cloud
• Working knowledge of the following platforms preferred: Microsoft Office Suite, Office 365, Teams, SharePoint, OneDrive, Zoom, Slack
• Technical expertise with Windows and Mac operating systems
• Demonstrated ability to take ownership and manage technical projects within a team environment
• Previous experience providing hands on support for Executive Leadership, Directors, Managers, and Assistants preferred
As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.