Overview
Remote
On Site
$70 - $74 hourly
Contract - W2
Contract - Temp
Skills
Health Care
System Integration Testing
Project Management
Performance Management
Break/Fix
Voice Engineering
Preventive Maintenance
Mentorship
System Documentation
Training
Management
System Monitoring
Data Collection
Computer Hardware
Project Development
Systems Analysis
Scripting
Testing
Collaboration
ITIL
Communication
Artificial Intelligence
Messaging
Job Details
RESPONSIBILITIES:
Kforce has a large healthcare client looking for a highly skilled Voice Engineer. This position is fully remote, and candidates can sit anywhere nationwide although they must be able to work 8am-5pm PST Mon-Fri. This role is ideal for someone who thrives in high-pressure environments and has a strong background in troubleshooting, vendor coordination, and enterprise contact center systems.
Key Responsibilities:
* Voice Engineer will accept and resolve tickets related to break/fix issues
* Handle requests for minor configuration changes across supported systems
* Coordinate vendor support for complex technical issues
* Act as a subject matter expert to provide expert-level guidance for Voice Engineering system implementations, troubleshooting, operational support, preventative maintenance, and downtime procedures
* Provide expert technical consultation and mentorship to other Voice Services team members to build skills for supporting an enterprise contact center environment
* Support the development and rollout of new contact center capabilities across the enterprise
* Develop, support, and maintain systems documentation and procedures; provide training to IT staff and user clients as needed
* As a Voice Engineer, you will coordinate interactions and activities of vendors, both on-site and off-site, related to supported systems
* Assign, plan, manage, and complete tasks independently while coordinating multiple assignments concurrently
* Perform daily system monitoring, including verifying automatic data collection and reviewing hardware/software logs
* Support new project development including systems analysis, planning, coding/scripting, testing, implementation, and client coordination
REQUIREMENTS:
* High School diploma/GED with 8+ years of direct experience in IT support; Bachelor's degree in Information Technology or a related field
* Certifications: ITIL Foundations certification is required
* Minimum 10 years of related experience
* Strong communication and interpersonal skills
* Proven troubleshooting abilities
* Ability to perform effectively under high-stress conditions
Systems Knowledge:
* Required: Genesys, Nice
* Preferred: Aspect, Korbyt
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a large healthcare client looking for a highly skilled Voice Engineer. This position is fully remote, and candidates can sit anywhere nationwide although they must be able to work 8am-5pm PST Mon-Fri. This role is ideal for someone who thrives in high-pressure environments and has a strong background in troubleshooting, vendor coordination, and enterprise contact center systems.
Key Responsibilities:
* Voice Engineer will accept and resolve tickets related to break/fix issues
* Handle requests for minor configuration changes across supported systems
* Coordinate vendor support for complex technical issues
* Act as a subject matter expert to provide expert-level guidance for Voice Engineering system implementations, troubleshooting, operational support, preventative maintenance, and downtime procedures
* Provide expert technical consultation and mentorship to other Voice Services team members to build skills for supporting an enterprise contact center environment
* Support the development and rollout of new contact center capabilities across the enterprise
* Develop, support, and maintain systems documentation and procedures; provide training to IT staff and user clients as needed
* As a Voice Engineer, you will coordinate interactions and activities of vendors, both on-site and off-site, related to supported systems
* Assign, plan, manage, and complete tasks independently while coordinating multiple assignments concurrently
* Perform daily system monitoring, including verifying automatic data collection and reviewing hardware/software logs
* Support new project development including systems analysis, planning, coding/scripting, testing, implementation, and client coordination
REQUIREMENTS:
* High School diploma/GED with 8+ years of direct experience in IT support; Bachelor's degree in Information Technology or a related field
* Certifications: ITIL Foundations certification is required
* Minimum 10 years of related experience
* Strong communication and interpersonal skills
* Proven troubleshooting abilities
* Ability to perform effectively under high-stress conditions
Systems Knowledge:
* Required: Genesys, Nice
* Preferred: Aspect, Korbyt
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.