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Fallon Health · 12 hours ago

UC/CC Engineer

US-MA-Worcester

Full-time

Onsite

Senior Level

5+ years exp

Fallon Health is a company that prioritizes its members by delivering high-quality, coordinated care. The UC/CC Engineer is responsible for planning, developing, and implementing the telecommunications infrastructure, managing updates, and supporting user needs while ensuring seamless integration of various solutions.

FitnessHealth CareMedical

H1B Sponsor Likely

Responsibilities

Architecture, design, capacity planning, performance management and growth strategies of core and multi-vendor solutions

Design and implement UC and CC solutions

Assess Capacity needs of the UC and CC platforms and plan for future growth

Monitor the performance and resolve issues that could impact performance

Manage relationships with multiple vendors and business partners to ensure seamless integration of Fallon Health’s various solutions

Manage upgrades, lifecycle management, integration, testing, deployment and monitoring of all core telephony and UC technologies

Responsible for managing maintenance upgrades for all Unified Communications Technologies and contact center

Managing life cycle management and policies for call recordings for contact center

Conduct thorough testing and validation

Optimize call routing strategies, IVR (Interactive Voice Response) menus, and queue management to enhance customer service efficiency

Monitor call volumes, handle times, and agent performance metrics

Provide tier-3 support for telecommunication issues, including call routing, voice quality, and contact center functionality

Troubleshoot and resolve complex technical problems related to telephony systems

Document Procedures and Knowledge transfer to team members and business partners

Provide guidance and ensure standardization throughout the organization

Contribute to solutions and improvements in processes and strategic planning

Work closely with third-party vendors to evaluate, select, and implement telecommunication solutions

Negotiate contracts and manage vendor relationships

Qualification

VoIPTelecommunications infrastructureContact center technologiesCapacity planningVendor managementTechnical supportTrainingDocumentation

Required

College degree, preferably B.S., B.A., or M.S. in Computer Science, Electrical Engineering

Minimum of 5 years of experience in telecommunication engineering, with a focus on contact center technologies

3 years relevant experience in Healthcare Setting or Insurance setting

Understanding and background in VoIP and Network Technologies

Participate in a 24x7x365 on call rotation

Company

Fallon Health

Founded in 1977, Fallon Health is a community-focused not-for-profit health care services organization based in Worcester, Massachusetts.

Founded in 1977

Worcester, Massachusetts, USA

1001-5000 employees

http://www.fchp.org

H1B Sponsorship

Fallon Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (8)

2024 (8)

2023 (5)

2022 (9)

2021 (7)

2020 (5)