UC/CC Engineer

About us:

Fallon Health is a company that cares. We prioritize our members-always-making sure they get the care they need and deserve. Founded in 1977 in Worcester, Massachusetts, Fallon Health delivers equitable, high-quality, coordinated care and is continually rated among the nation's top health plans for member experience, service, and clinical quality. We believe our individual differences, life experiences, knowledge, self-expression, and unique capabilities allow us to better serve our members. We embrace and encourage differences in age, race, ethnicity, gender identity and expression, physical and mental ability, sexual orientation, socio-economic status, and other characteristics that make people unique. Today, guided by our mission of improving health and inspiring hope, we strive to be the leading provider of government-sponsored health insurance programs-including Medicare, Medicaid, and PACE (Program of All-Inclusive Care for the Elderly)- in the region. Learn more at fallonhealth.org or follow us on Facebook, Twitter and LinkedIn.

Brief summary of purpose:

The Unified Communications UC/CC Engineer is responsible for planning, developing, and implementing Fallon Health's telecommunications infrastructure as well as managing updates, upgrades manage storage and call recording rules and policies. Includes installing, configuring, maintaining, supporting, and optimizing all telephone systems and services, voicemail systems, and contact center environments. This position will analyze and resolve telecommunications issues and support user needs where required. The Senior Engineer assists and develops solutions for Fallon Health business partners and colleagues and provides training and guidance when needed. The UC/CC The Senior Engineer is required to participate in a 24x7x365 on call rotation and will have an understanding and background in VoIP and Network Technologies.

Primary Job Responsibilities:

Architecture, design, capacity planning, performance management and growth strategies of core and multi-vendor solutions
• Design and implement UC and CC solutions.
• Assess Capacity needs of the UC and CC platforms and plan for future growth.
• Monitor the performance and resolve issues that could impact performance.
• Manage relationships with multiple vendors and business partners to ensure seamless integration of Fallon Health's various solutions.
• Manage upgrades, lifecycle management, integration, testing, deployment and monitoring of all core telephony and UC technologies.
  • Responsible for managing maintenance upgrades for all Unified Communications Technologies and contact center.
  • Managing life cycle management and policies for call recordings for contact center
  • Conduct thorough testing and validation.
• Contact Center Optimization
  • Optimize call routing strategies, IVR (Interactive Voice Response) menus, and queue management to enhance customer service efficiency.
  • Monitor call volumes, handle times, and agent performance metrics.
• Technical Support and Troubleshooting
  • Provide tier-3 support for telecommunication issues, including call routing, voice quality, and contact center functionality.
  • Troubleshoot and resolve complex technical problems related to telephony systems.
• Documentation and Training
  • Document Procedures and Knowledge transfer to team members and business partners.
  • Provide guidance and ensure standardization throughout the organization.
  • Contribute to solutions and improvements in processes and strategic planning.
• Vendor Management
  • Work closely with third-party vendors to evaluate, select, and implement telecommunication solutions.
  • Negotiate contracts and manage vendor relationships