Durham, North Carolina
Fredericksburg, Virginia
West Palm Beach, Florida
Reno, Nevada
State College, Pennsylvania
Posted: 13-May-26
Location: Hershey, Pennsylvania
Categories:
Internal Number: 95953
Penn State Health - Penn State Health Corporation
Location: US:PA: Hershey
Work Type: Full Time
FTE: 1.00
Shift: Day
Hours: 8:00a - 5:00p
SUMMARY OF POSITION:
Responsible for routine maintenance of the voice switching equipment, including more complex activities. Provide highly skilled technical assistance in voice systems analysis, planning, engineering, and architecture. Make recommendations for resources and procedural changes required to maintain and/or expand service levels. Plan and implement computer systems to support voice systems operations. Assess enterprise needs with respect to voice system technologies. Perform feasibility studies for medium to large-sized projects. Develop technical standards and interface applications. Identify and evaluate new products. Coordinate with vendors to purchase and install software, hardware, and cabling. Develop support procedures and create user and technical documentation. Provide resolution for network problems.
ESSENTIAL DUTIES: The percentage of time spent performing essential functions is 95%. Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:
- Work with other operational areas to ensure the effective and integrated delivery of voice services as required for assigned projects and routine operations.
- Lead a single departmental project or multiple concurrent smaller projects.
- Serve as an information technology liaison with the client community.
- Resolve voice services production problems.
- Maintain and configure voice system devices and/or system profile tables (e.g., configuration of HMC-specific parameters for an off-the-shelf device or system).
- Use vendor-supplied tools to perform ad hoc reporting.
- Maintain a working relationship and ongoing communications with vendors (e.g., concerning routine enhancements, problem resolution, and planning).
- Perform other duties as assigned. Responsible and accountable to comply with cyber security policies, standards, and processes in accordance with the Enterprise Cyber Security Program Plan.
- Formally document, design, manage, and/or operate in accordance with cyber security requirements.
MINIMUM QUALIFICATION(S):
- Either: (a) Associate's degree plus four additional years of related experience or (b) six years total of related experience.
- Adheres to and exhibits our organizational core values as outlined by Penn State Health.
PREFERRED QUALIFICATION(S):
- Technical experience should include voice messaging platforms such as Avaya IX-Messaging and/or AVST, strong knowledge of call center technologies, including Nice inContact and/or Avaya Elite, background knowledge of additional voice-related applications such as call recording solutions, E911 systems, conferencing platforms, and related healthcare voice integrations, and an understanding of Avaya Aura 10.2, including Communication Manager and Session Manager, Avaya Experience Portal and call routing.
- The ideal candidate will demonstrate strong interpersonal, communication, and consulting skills, with the ability to work effectively with internal customers, technical peers, and vendors. Must be able to coordinate work and solutions across multiple IS teams in a highly integrated healthcare environment.
- A detail-oriented, well-organized, and documentation-driven individual who understands the importance of testing, change control, and end-user acceptance in a mission-critical environment. Ability to mentor and provide technical guidance to less experienced team members is strongly desired. Previous experience supporting large, complex, and highly regulated environments?such as healthcare?is preferred.
WHY PENN STATE HEALTH?
Penn State Health offers exceptional opportunities to learn and grow, exposure to a wide patient population, and the ability to provide individualized, innovative, and specialized care to patients in the community.
Penn State Health offers an exceptional benefits package including medical, dental and vision with no waiting period as well as a Total Rewards Program that highlights a few of the many additional offerings below:
- Be Well with Employee Wellness Programs, and Fitness Discounts (University Fitness Center, Peloton).
- Be Balanced with Generous Paid Time Off, Personal Time, and Paid Parental Leave.
- Be Secured with Retirement, Extended Illness Bank, Life Insurance, and Identity Theft Protection.
- Be Rewarded with Competitive Pay, Tuition Reimbursement, and PAWS UP employee recognition program.
- Be Supported by the HR Solution Center, Learning and Organizational Development and Virtual Benefits Orientation, Employee Exclusive Concierge Service for scheduling.
WHY PENN STATE HEALTH CORPORATION?
There are many ways to make an impact with one of the leading research, teaching, and clinical healthcare systems in the country. Through a combination of operational, corporate, clinical, and nonclinical roles, we are advancing excellence and innovation in health care together as one team. As Penn State Health continues to evolve for the future, we are committed to hiring dedicated employees who are passionate about delivering the best possible support across our entire integrated health system.
Within Penn State Health?s Shared Services Entity, we encourage our employees at every turn to continue their education and advancement. Numerous opportunities are available for professional development and career growth.
YOU TAKE CARE OF THEM. WE?LL TAKE CARE OF YOU. State-of-the-art equipment, endless learning, and a culture of excellence ? that?s Penn State Health. But what makes our healthcare award-winning? That?s all you.
This job posting is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. Eligibility for shift differential pay based on the terms outlined in company policy or union contract. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.
Penn State Health is an Equal Opportunity Employer and does not discriminate on the basis of any protected class including disability or veteran status. Penn State Health?s policies and objectives are in direct compliance with all federal and state constitutional provisions, laws, regulations, guidelines, and executive orders that prohibit or outlaw discrimination.
Union: Non Bargained