Dignity Health, one of the nation's largest health care systems, is a 22-state network of more than 9,000 physicians, 63,000 employees, and 400 care centers, including hospitals, urgent and occupational care, imaging and surgery centers, home health, and primary care clinics. Headquartered in San Francisco, Dignity Health is dedicated to providing compassionate, high-quality, and affordable patient-centered care with special attention to the poor and underserved. In FY17, Dignity Health provided $2.6 billion in charity care, community benefit, and unpaid cost of government programs. For more information, please visit our website at www.dignityhealth.org. You can also follow us on Twitter and Facebook.
The UCCE Engineer II will have experience in Cisco Unified Contact Center Enterprise (UCCE) technology. They will provide tier II level engineering, support and operations on all contact center systems. They will work with CUIC (Cisco Unified Intelligence Center), CVP (Cisco Customer Voice Portal), Cisco Finesse, the Calabrio Suite. The Tier II engineer also acts in an escalation role for Tier I engineers.
The IT Operations team has responsibility for infrastructure/technical planning, implementation and support activities for systems owned by the Dignity Health IT Operations Team. Specific responsibilities include supporting system hardware and software, supporting system upgrades, and evaluating and installing patches and software updates. Responsibilities also include operational support activities such as resolving software and hardware related problems, managing backup and recovery activity, administering technology layers, and managing monitoring and alerting functions. System Engineers work closely with architects, infrastructure support, database administrators and application support teams to ensure seamless and quality IT support for Dignity Health customers and alignment with Dignity Health's IT standards, controls and governance.To be successful, individuals must possess a combination of technical, business and leadership skills. This requires an understanding of customers' business needs, processes, and functions. They also require a solid knowledge of IT infrastructure, architecture, applications development and support, networks, and computer operations. In addition, individuals working in this job family must possess excellent communication skills and the ability to influence others.
* Provides engineering and support services for new products, technologies and solutions to address corporate business requirements. Provides escalation support to Tier 1 engineers.
* Provide exceptional customer service to Dignity Health end users, Business Stakeholders and other members of Dignity IT
* Perform daily production support activities
* Participate in team on-call rotations.
* Perform patching and code deployments across all environments
* Participate in projects associated to the enhancement, upgrade/patching, or implementation of new or existing technology solutions.
* Participates in support efforts between Enterprise IT Operations and other Dignity Health support teams.
* Conduct performance tuning and troubleshooting
* Initiate change management requests and adhere to the Dignity IT CM process.
* Perform source code/versioning management function adhering to technical management guidelines
* Provide ownership of technical issues within the IT Operations Team
* Assist with the design and implementation of a comprehensive monitoring and alerting process across all IT Operations platforms
* Assist with strategic planning activities (capacity planning, process improvement, maintenance, upgrade and end-of-life planning, roadmap development)
* Build new test and production environments on existing or new hardware as required.
* Identify automation opportunities and implement scripted solutions.
* Identify technical innovation and process improvement opportunities.
* Assist with the implementation of a comprehensive and ongoing release management and planning effort.
* Utilize standard tools and methodology to develop system and support performance metrics.
* Perform technical mentoring and cross training with other team members.
* Demonstrate a basic knowledge & expertise with Dignity business processes and routines.
Travel Required: Significant travel may be required: 25% during the normal course of business but may be required to travel more frequently during certain events. ~LI-DH Qualifications
Minimum QualificationsProvides engineering and support services for new products, technologies and solutions to address corporate business requirements. Provides escalation support to Tier 1 engineers. • Cisco UCCE (Contact Center)• Calabrio Quality Management or other call recording/quality management solution• Demonstrates creativity and takes initiative in problem solving. Resolves or facilitates resolution of complex problems for assigned program.• Has thorough experience with supported platforms/products and environments.• Focuses the majority of time on handling requests and incidents from contact center business end users and stakeholders. • Project assignments are small-to-medium in scope.• Provide exceptional customer service to Dignity Health end users, Business Stakeholders and other members of Dignity Health IT.• Perform daily production support activities.• Participate in team on-call rotations.• Perform patching and code deployments across all environments.• Provide engineering tasks in projects associated to the enhancement, upgrade/patching, or implementation of new or existing technology solutions.• Coordinate implementation and support efforts between IT Operations and other Dignity Health IT teams.• Provide oversight and facilitation of the Dignity Health IT change management process as it applies to the IT Operations team• Provide technical ownership of issues across multiple disciplines and technologies.• Conduct performance tuning and troubleshooting.• Implement and maintain a comprehensive monitoring and alerting process across all IT Operations platforms.• With oversight from the System Engineering Lead and Operations Manager(s), initiate and facilitate strategic planning activities (capacity planning, process improvement, maintenance, upgrade and end-of-life planning, roadmap development).• Build new test and production environments on existing or new hardware as required.• Identify automation opportunities and implement scripted solutions.• Identify technical innovation and process improvement opportunities.• Utilize standard tools and methodology to develop system and support performance metrics.• Demonstrate potential leadership qualities through team motivation, coaching, and mentoring.• Demonstrate comprehensive knowledge & expertise with Dignity Health business processes and routines.• Research and recommend appropriate System Administration best practices, and tools.• Perform crisis management during high-severity operational incidents• Ability to handle multiple tasks, set priorities, schedule and meet deadlines in a past paced work environment. Preferred Qualifications• 3-5 years of Cisco UCCE experience, including configuration and scripting, CVP, CUIC and Finesse• 3-5 years of experience supporting Calabrio• Familiar with CUCM, Unity Connection, Emergency Responder, SIP, CUSP, CUBE and CLI on routers and switches• 6-10 years of professional experience in an IT technical or infrastructure field is required.• Implementation of Cisco UCS, Call manager, UCCE• 5 years of experience or equivalent combination of education and work experience supporting large PBX and voice mail systems.• 3 years of experience supporting IVR technology preferred• 3 years of experience supporting ACD technology• Preferred Certs include: CVOICE, CCNA - Voice/Collaboration, CCNP - Voice/Collaboration• Experience with ServiceNow a plus• Experience with ITIL Foundations including incident, change, problem, asset, and request management.• Ability to exercise good judgment in determining work and problem resolution priorities and approaches.• BA or BS in Computer Science, Technology, or Business discipline or equivalent experience is required. • Established understanding of Infrastructure and relative technologies.• Established understanding of network connectivity and protocols.• Provide technical expertise for installation and maintenance of Telecom systems.• Proven experience with communication and documentation applications necessary for operational support (MS Office, Exchange, Ticketing tools, device connectivity, Web interfaces, PowerPoint and Visio).• Proven understanding of common operating systems Windows, Linux.• Proven understanding of Infrastructure and relative technologies• Proven understanding of network connectivity and protocols• Ability to work with other technical leaders within the organization.• Ability to handle multiple tasks, set priorities, schedule and meet deadlines in a past paced work environment. • Demonstrate effective time management and organizational skills in prioritizing and executing assigned tasks.• Excellent oral and written communications skills.• Must be able to work independently as well as work close in team environment when needed.• Demonstrates a customer service approach to service delivery and effectively communicates with our customers on requests and incidents.• Strong conflict resolution skills.• Ability to assume technical leadership role as needed within area of technical expertise.• Experience working in a large complex networking environment. • Ability to manage projects independently from inception to completion.• Analytical thinking and problem solving from inception to completion. • Commitment to quality and high level of integrity.
Significant travel may be required: 25% during the normal course of business but may be required to travel more frequently during certain events.
About Dignity Health
Dignity Health is a health care provider.