Voice Engineer at VillageMD

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Why VillageMD?

At VillageMD, we are committed to helping patients achieve greater health by delivering the most accessible and efficient healthcare in the world through partnership with primary care physicians. We are in a unique position to impact everyone in primary care from independent, family-owned practices to world-class health systems. Integral to our Technology Operations team, the Voice Engineer will be one of several technical contacts who participates in a wide variety of projects to support and maintain organization’s voice solutions in a multi-site environment as well as support contact center technologies.  

What you might do in your first year:  

  • Understand capabilities and constraints of Avaya Cloud Solutions and maximize feature utilization to benefit our Contact Center and Clinic Operations.
  • Monitor communications systems environment and be highly responsive with taking corrective actions when incidents happen
  • Maintain accurate records of topology associated with the company’s voice infrastructure.
  • Support decommissioning of legacy voice infrastructure

What are some examples of projects you will be involved in as a Voice Engineer at VillageMD? 

  • Be a single point of contact for all incidents, requests and maintenance related to our voice platform
  • Plan and execute tasks related to various projects in voice domain including migration from legacy voice platform
  • Stay on top of on boarding new clinics and integrations by timely completion of voice configurations

What will make you successful here? 

  • Expertise in modern contact center and voice technologies & services such as Avaya Oceana or other Cloud based platforms as well as WFM platforms such as Verint and Calabrio
  • Experience transitioning from Avaya On-Premises technologies to Avaya cloud-enabled and hybrid infrastructure models for both UCaaS and CCaaS capabilities.
  • Proven technical and thought leadership for implementing and integrating Salesforce.com with Avaya solutions
  • Ability to understand the “voice of the customer”, in other words, having excellent listening skills combined with true desire to provide best possible customer service to our contact center and clinician colleagues. 
  • It is critical that you have strong familiarity with Kanban mechanism, and you are highly comfortable managing your work via Kanban board
  • Communication is critical for this position since you will be working with geographically dispersed teams, leveraging instant messaging tools such as MS Teams to keep everyone looped in is essential. We need this person to side on over-communication and able to provide high level of transparency.
  • A low ego and humility.

The following experience is relevant to us: 

  • Bachelor's degree in Computer Science, Information Systems, or related field experience.
  • Experience in highly available and geographically dispersed voice architecture.
  • 5+ years of experience in voice telecommunications background including SIP applications / SIP trunking. 
  • 5+ years of experience implementing/supporting large-scale contact center and telephony environment.
  • Hands on experience with VoIP solutions (i.e., Avaya, 8x8, Cisco).

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases

Location

We are in the heart of downtown Chicago - accessible to all trains and plenty of food/drink options nearby!

An Insider's view of VillageMD

What's the biggest problem your team is solving?

Aggregating disparate sets into one consumable interface is difficult. We constantly think about how to solve it faster and better while keeping it flexible and scalable.

Mario

Principal Software Engineer

What makes someone successful on your team?

It’s an individual’s willingness to get into the details, fully understand the current path to delivery, and think critically about the problems that face providers today that will make them successful at VillageMD.

Dave

Director, Product Development

What’s the vibe like in the office?

The office vibe is centered on holding our work to high standards while maintaining an environment focused on fun and collaboration. My coworkers and I will often be working on completely unrelated projects, but when we hit a roadblock we step back and ask each other for feedback and help. That’s usually when we find the best solutions.

Emily

Healthcare Informatics Analyst

What are VillageMD Perks + Benefits

VillageMD Benefits Overview

We offer competitive bonus, great benefits, generous PTO, strong parental leave policy, and 401k with a match. We are conveniently located near Metra and L trains, and offer commuter benefits. We offer schedule flexibility and work from home options. And, last but certainly not least: loads of snacks and fresh ground whole bean coffee!

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks

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