Insight Global Health is looking for a Unified Communications Engineer to join a nationally ranked healthcare system in New York City. This individual will be responsible for conducting discovery sessions with Contact Center IT and Operations team members to review and confirm requirements. Upon completion of these discovery sessions, he/she will perform the following within the existing PCCE platform and in accordance with the descriptions provided below:
* Migrate IVR Workflows: Call Handlers/ Unity Connection to PCCE + Avaamo AI for Appointment Management & Prescriptions.
* Current System Analysis: Analyzing Unity IVR workflows
* Migration Planning: Designing migration strategy
* Workflow Migration: Executing migration
* Integration of Avaamo AI: Adding and configuring AI intents
* Testing & Quality Assurance: Ensuring stability and correctness
* Documentation & Training: Knowledge transfer, creating guides
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
* 4+ years of experience within the IT sector operating in a Cisco environment
* Experience with Cisco contact center products, such as UCCX, PCCE, CVP (Customer Voice Portal), and CUIC (Cisco Unified Intelligence Center)
* Knowledge of contact center concepts, such as precision queues, call flows, wallboard statistics, and UAT (User Acceptance Testing)
* Ability to integrate PCCE data with other platforms
* Hands on experience with IVR (Interactive voice response) concepts, such as call handlers, call flows, and AI intents
* Designing and configuring call routing scripts
* Ability to diagnose and resolve issues related to call routing, which may involve analyzing call flows and making necessary adjustments
* Ability to integrate IVR data with other platforms
* Experience with data migration, testing, and quality assurance methodologies and tools
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.