Systems Engineer, Telephone

Job Locations US-CA-Aliso Viejo
Req No.
2018-2305
Category
Information Technology
Type
Regular Full-Time

Overview

ConcertoHealth Inc. is the leading provider of specialized primary care and supporting clinical services for complex, frail, elderly, and dual-eligible patients. Operating exclusively in value-based agreements, ConcertoHealth provides high-touch, individualized care for patients, and deploys wraparound clinical resources to extend the reach of primary care practices. This comprehensive medical management solution, elevated by Concerto’s proprietary population health technology, improves overall healthcare quality and patient outcomes, benefitting payers and their provider networks.

 

Concerto delivers comprehensive care to Medicare, Medicaid, and complex-needs patients. The Concerto name reflects our unique approach to healthcare. It’s about how we work in concert with patients, providers, and health plans. Our approach focuses on bringing harmony across the spectrum of a patient’s care, health, and dignity.

The company is headquartered in Aliso Viejo, Ca. For more information, please visit: www.concertohealth.com

JOB SUMMARY

 

Bright Pattern is a leading-edge Cloud-based Contact Center solution. We are actively sourcing an experienced and highly motivated Voice Engineer to join our growing Customer Success Team. This position will serve in-depth technical support, configuration, administration and directing problem resolution.  
 

Responsibilities

  • Monitor and Identify issues proactively
  • Respond & Resolve Customer escalations within documented SLA windows
  • IP Phone management
  • Open and track to resolution; vendor, carrier, and internal tickets
  • Provide users with configuration advice, training, and problem resolution
  • Troubleshoot software solutions in a wide array of configurations
  • Effectively communicate resolution plans, progress, and status of incidents
  • Continually seek opportunities to increase Customer satisfaction and deepen client relationships by interacting effectively at all levels
  • Develop tools for normal, repetitive support tasks
  • Create/maintain documentation of solutions used (workarounds, procedures, etc.)

 

 

Qualifications

Required Experience:

  • Recent relevant experience providing administration and configuration with Bright Pattern
  • Strong technical knowledge in the following categories supporting mission critical 24×7 production/cloud environments
  • Telephony (VoIP/SIP)
  • Networking (Voice and Data networks and protocols, SaaS environments)
  • Systems Administration (ACD, IVR, Dialer, CRM, CTI, etc.)
  • Experience with CRM ticketing systems and coordinating workflow/problem resolutions
  • Ability to communicate clearly (verbal and written skills) with internal employees & external customers
  • Familiarity with telecom & network carrier’s processes and procedures
  • Excellent problem solving and analytical skills
  • Self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction

 

    • Mobile Device management with MAAS360 highly preferred
    • Understanding of the following voice and data protocols: SIP/RTP/TCP/UDP/HTTP(S)/DHCP/DNS/NAT
    • Understanding of cloud, web & enterprise technologies
    • Experienced in network equipment configuration (Cisco/routers/firewalls)
    • Systems OS, services and hardware configuration (Linux and MS Windows)
    • Telecom equipment configuration (Media Gateway/SIP Proxy/SBCs)

     

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