This position is a telecommuting hybrid role in the Houston, TX area. 

HealthHelp - A WNS Company (www.HealthHelp.com), is the leader in the field of healthcare utilization & care management. We have gained this position by actively working to change out-of-date practices with a collaborative, non-denial based approach. Our methodology helps payors achieve a higher return on investment, gives providers education programs that better inform physicians, and ensures quality and safety for the patients needing treatment.

HealthHelp’s innovative approach and strong IT capability in specialty benefits management means that staff will move healthcare forward when provided with evidence-based solutions and second opinions. HealthHelp's staff is comprised of healthcare professionals who make a difference every day. HealthHelp has a desire to fill their company with talented and innovative people who want a career path filled with success and personal growth.

Our specialty benefits management services are broad and include, Cardiology, Oncology, Radiology, Radiation Therapy, Sleep Care, and Musculoskeletal Care. HealthHelp has two locations in Houston, one a corporate office and the second a state-of-the art contact center. HealthHelp is also proud to have another such contact center in Albany, New York.

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

The Sr. Telecom Engineer will be responsible for supporting our corporate  telecommunications operations. The ideal candidate will have detailed knowledge and previous experience supporting the Interactive Intelligence phone system with multiple call centers, in a large enterprise network. The Telecom and Voice Engineer will have responsibility for designing, developing, implementing and supporting Interactive Intelligence technologies that include IVR, Dialer, Recorder, Attendant, and Administrator. Candidate must have a customer service frame of mind, enjoy working in a fast paced, team oriented environment, and have good organizational and communication skills. Self-motivated, flexible, and willing to work under pressure is key to this role.

Essential Duties:

• Responsible for all aspects of daily operation and performance of the Interactive Intelligence phone system
• Responsible for configuring and troubleshooting of call flows and routing logic
• Responsible for maintaining toll free number inventory and fax number inventory
• Manage IVR and WFM integration
• Prepare documentation of telephony infrastructure
• Telecom / MPLS Troubleshooting and management / Circuits
• Research, evaluate and integrate new technologies to improve performance, efficiency, and reliability of telephony infrastructure
• Participate in special IT Projects as required
• Work with vendors in order to facilitate the purchase of telecommunications products and services and technical support services
• Lead and participate in upgrading, testing, and implementing modifications to existing telecommunications hardware and software
• Assist with documenting, and communicating telecom policies and procedures for telecom services such as phone, voicemail, call centers, backup, archiving, and disaster recovery planning
• AudioCodes TDM/IP gateway configuration and support
• LAN/WAN QoS support
• Responsible for architecting and managing storage of recordings
• Maintain and Update Knowledge Base and documentation
• Provide escalation support to help desk staff
• Participate in an On Call Rotation
• Occasional after hours/weekend work required
• Perform change management in accordance with change management procedures
• Provides L2 IT onsite support
• Process required IT report and other required information, when needed
• Track and solve any IT related issue
• Coordinate with vendors and operations
• Maintain the IT Policy and ensure the compliance.
• Successfully handle those non-routine issues, escalates to management on a timely manner
• Requires supervision to manage daily activities and is able to meet published deadlines for activities
• Ensures all work is performed in accordance with targets and adheres to SLA
• Accurate, efficient and organized within daily responsibilities
• Adaptable to learn new processes, concepts, and skills
• Complies with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to.
   

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• 5+ years professional experience in administering a telecommunications infrastructure in a multi-site location with a Call Center, including call recording, IVR, and call routing
• Graduate in any stream (B.E/B.Tech, etc.)
• 2- 3 years’ of IT work experience
• Good understanding/practice of MS OS, Office, outlook mail, VMware, Citrix etc.
• IT basic knowledge on network, IP telephony, server, desktop, etc.
• Good understanding of Contact center technology
• Hands on Experience on Genesys CIC, Genesys RCM, AVAYA CM, NICE, WFM
• Experience with QoS and Codecs for voice traffic
• Working knowledge of telecommunications networks, including VOIP, network connectivity, and call handling
• Ability to work on LAN and WAN related voice issues
• Ability to retrieve, analyze and interpret Interactive Intelligence logs
• Experience operating large, high-availability, redundant telecom system
• Strong working knowledge of all Contact Center technologies, including Interactive Intelligence
• Experience and knowledge of telecom topology and design
• Advanced diagnostic skills
• Excellent communication and customer service skills with a natural aptitude for dealing with people
• Excellent time management skills, must be capable of multi-tasking in a high workload environment
• Interactive Intelligence CIC certified a plus
• Knowledge of VoIP
• Knowledge of voice communications such as ISDN and T-1
• Knowledge of data networking, especially TCP/IP
• Knowledge of network design and network troubleshooting tools such as Wire Shark
• Ability to troubleshoot & diagnose, on-site or remotely, issues related to hardware, software, VoIP or network connectivity
• Ability to integrate CIC and customized applications into the client environment
• Ability to work independently with minimal direction but resulting in a satisfied resolution for the client
• Ability to adapt to work within a team environment when projects dictate
• Strong verbal and written communication skills.
• Ability to present ideas in user-friendly and non-technical language
• Highly self motivated and directed
• Highly positive attitude
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong customer service orientation
• Ability to effectively communicate directly with stakeholders
• Experience working in a team-oriented, collaborative environment

All your information will be kept confidential according to EEO guidelines.