Position Title: Unified Communications Support Engineer II Pay Range: $92,000 - $105,000 Department: Information Technology Reports to: Unified Communications Support Manager Location: Remote Schedule: M-F, 9-5 EST

Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Summary:

Vibrant is looking for a Unified Communications (UC) Support Engineer to join our IT team as it grows. You will report directly to the Unified Communications Support Manager and assist with UC platform development, design and support. The UC Support Engineer will understand business processes and develop unit and integration test scenario in accordance with system requirements and business process changes. The position provides central support to core systems, designs, configures, and troubleshoots Genesys hardware and software.

Duties/Responsibilities:

• Lead/coordinate new Voice, Chat, SMS, Video infrastructure and application deployments.

• Provide Tier II support and receive escalations in order to ensure final resolution on reported incidents.

• Monitor Voice, Chat, SMS, Video infrastructure capacity and performance to ensure continued, uninterrupted operation of systems and applications.

• Ensure full compliance on Corporate Change Management policies and procedures for Voice & Video infrastructure.

• Lead/coordinate and manage Service Provider related activities.

• Provides operational readiness through the engineering, planning, coordination, incident and problem resolution, software installation, and upgrades.

• Participates in the planning, deployment and support of Unified Communication systems.

Required Skills/Abilities:

• Strong, hands-on, experience with the Genesys framework (configuration, routing strategies, etc.)

• Responsible for administration and support of Genesys PureCloud solutions.

• Problem management skills.

• Advanced troubleshoot skills.

• Ability to collaborate with vendors on infrastructure designs to ensure the final product is what was architected or designed.

• Ability to define hardware and software performance standards.

• Serve as subject matter expert on all matters of Contact Center related technology.

• Demonstrates ability to absorb change and continue with positive results.

Required Qualifications:

• A Bachelor’s Degree and at least 3-5 years experience as a UC Engineer or similar role (additional experience may be substituted in lieu of a degree)

• Fully understand Telecom fundamentals and advanced features

• Experience supporting large-scale Telecom implementations and upgrades

• Some hands on implementation, administration, maintenance, and optimization experience (e.g. Genesys PureCloud or similar)

  Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks’ vacation, plum benefits, etc. Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who come from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

"Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address"