CCaaS and Telephony Systems Engineer

Primary City/State:

Phoenix, Arizona

Department Name:

IT Data Processing-Ref Lab

Work Shift:

Day

Job Category:

Information Technology

Join one of Arizona's leading diagnostic labs at Sonora Quest, where your expertise in CCaaS technology keeps our patients, providers, and care teams reliably connected. As an IT System Engineer II, you'll design, deploy, and support the cloud-based voice, IVR, and omnichannel routing solutions that make every patient interaction seamless—turning your technical skills into real impact on people's health. Whether you're deepening your systems engineering experience or growing into a contact-center specialist, this role offers hands-on ownership of the platforms and integrations that our organization depends on every day. You'll collaborate with telecom, network, and application teams in a fast-paced, mission-driven healthcare setting that values reliability, security, and continuous growth. Come do great work on behalf of better health!

• POSITION SUMMARY
• This position is responsible for designing, implementing, administrating, integrating, optimizing and managing the lifecycle of assigned enterprise technology platforms and services. This position demonstrates moderate to advanced technical knowledge across one or more domains and performs complex troubleshooting and root-cause analysis, contributes to architecture and service improvements, leads in projects and migrations, and provides technical guidance by applying security, reliability, scalability, automation, integration, and operational best practices to solutions that support the system requirements. Areas of assignment may include cloud and platform services, systems/compute/storage, collaboration and productivity platforms, enterprise communications and customer engagement platforms, identify and enterprise services, automation and integration, or other current and emerging enterprise technologies.

Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

PHYSICAL DEMANDS/ENVIRONMENT FACTORS

OE - Typical Office Environment - Requires extensive sitting with periodic standing and walking. May be required to lift up to 40 pounds. Requires significant use of computers, phone, and general office equipment. Ability to communicate effectively through reading, writing, and speaking in person or by telephone/video conference. May require off-site travel.

KNOWLEDGE, SKILLS AND ABILITIES

Advanced working knowledge in one or more enterprise engineering domains such as Microsoft Azure/AWS cloud services, systems/virtualization/storage, collaboration/productivity, UCaaS/CCaaS and enterprise communications, identity, automation/integration, or related technologies.

Strong understanding of enterprise architecture principles including availability, resiliency, scalability, performance, capacity, integration, security, and lifecycle management.

Experience with cloud and SaaS administration concepts, enterprise identity, networking dependencies, APIs/integrations, and hybrid architectures.

Experience with collaboration, communications, or customer engagement platforms such as Microsoft 365/Teams, Teams Phone, Five9, Genesys, NICE, Cisco, or comparable technologies where applicable to the assignment.

Experience with monitoring, logging, patching, configuration management, backup/recovery, and operational support practices.

Ability to plan and execute upgrades, migrations, integrations, and technology implementations with minimal downtime.

Working knowledge of scripting, automation, APIs, infrastructure as code, orchestration, or configuration-management technologies applicable to the assigned domain.

Ability to perform complex troubleshooting and root-cause analysis across multiple technology layers and vendor platforms.

Understanding of security hardening, vulnerability remediation, least privilege, encryption, auditability, and regulatory/compliance requirements.

Strong verbal and written communication with technical and non-technical audiences.

Strong customer-service orientation, problem ownership, and ability to drive timely resolution.

Ability to manage competing priorities while delivering on commitments and recommending process, implementation, and performance improvements.

Demonstrated experience supporting and improving production enterprise technology services.

Strong problem-solving and customer-service orientation.

MINIMUM QUALIFICATIONS

Bachelor’s degree in Information Technology, Computer Science, Engineering, Telecommunications, or a related field, or equivalent education and experience.

Three (3) years’ experience in enterprise engineering, cloud, systems, collaboration, communications/contact center, or a related technical role.

PREFERRED QUALIFICATIONS

Professional certification relevant to the assigned domain, such as Microsoft Azure, AWS, VMware, Five9, Microsoft 365, Cisco, or comparable technology certification.

Experience with cloud-integrated, SaaS, hybrid, highly available, collaboration, UCaaS/CCaaS, or regulated enterprise environments.

Experience with automation, APIs, infrastructure as code, DevOps practices, platform integrations, or AI-enabled enterprise services.

Familiarity with backup/disaster recovery, business continuity, security, and compliance technologies.

Additional related education and/or experience.

EEO Statement:

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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