Systems Engineer
This role exists to provide world class technical support and applications to business users that meet their requirements and meet the HCF strategic objectives of making healthcare affordable, understandable, high quality and member centric.
The Systems Engineer is responsible for designing, supporting and maintaining the integrity of the voice environment.
In the role, the systems engineer will:
- Design and Implement Solutions: Develop and implement technical solutions that enhance the voice environment, ensuring high availability, reliability, and performance.
- Support and Maintenance: Provide ongoing support and maintenance for the voice infrastructure, addressing any issues promptly to minimize downtime and ensure seamless operations.
- Collaboration: Work closely with various departments, including IT, Contact Centre and Life, to understand their needs and provide solutions that support their objectives.
- Innovation: Stay current with the latest voice technologies and industry trends, evaluating and recommending new tools and technologies that can improve the voice environment.
- Documentation: Develop and maintain comprehensive documentation for all aspects of the voice network, including policies, procedures, and technical specifications, ensuring that all information is easily accessible and understood by relevant stakeholders.
- Training and Mentorship: Act as a mentor and point of contact for team members and other staff, providing guidance and support on voice infrastructure-related issues.
- Continuous Improvement: Contribute to the continuous improvement cycle by identifying areas for process improvement and automation, implementing best practices, and ensuring adherence to ITIL disciplines
- Compliance: Ensure compliance with corporate security baselines and WHS policies, procedures, and safe work practices, cooperating with HCF in activities taken to comply with WHS legislation.
Essential Skills
- Minimum 5 years of voice systems support experience.
- Proficient in voice technologies including SIP, Genesys, and MS Teams Voice.
- Broad technical experience in the following technologies: Microsoft Office365, Windows 11, Microsoft Active Directory, VOIP technology, MS Entra admin centre
- Strong business acumen and passion for providing world-class customer service to internal staff and members.
- Able to manage priorities and conflicting issues in a professional manner, using senior team members where possible to provide direction and assistance.
- Service-oriented, adaptable, self-governing, self-motivated, cooperative.
- Excellent communication and written skills with the ability to explain technical concepts to lay audiences.
- Good time management skills and ability to prioritize.
Desirable Skills:
- Bachelor’s degree in Computer Science or equivalent or an advanced industry certification in a related discipline.
- Advanced knowledge and experience in voice administration and architecture.
- Experience in enterprise-scale environments.
- High knowledge of VOIP technology.
- Genesys Cloud CX Certification.
- ITIL certification is highly desirable.
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver ourStrategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
This role exists to provide world class technical support and applications to business users that meet their requirements and meet the HCF strategic objectives of making healthcare affordable, understandable, high quality and member centric.
The Systems Engineer is responsible for designing, supporting and maintaining the integrity of the voice environment.
In the role, the systems engineer will:
- Design and Implement Solutions: Develop and implement technical solutions that enhance the voice environment, ensuring high availability, reliability, and performance.
- Support and Maintenance: Provide ongoing support and maintenance for the voice infrastructure, addressing any issues promptly to minimize downtime and ensure seamless operations.
- Collaboration: Work closely with various departments, including IT, Contact Centre and Life, to understand their needs and provide solutions that support their objectives.
- Innovation: Stay current with the latest voice technologies and industry trends, evaluating and recommending new tools and technologies that can improve the voice environment.
- Documentation: Develop and maintain comprehensive documentation for all aspects of the voice network, including policies, procedures, and technical specifications, ensuring that all information is easily accessible and understood by relevant stakeholders.
- Training and Mentorship: Act as a mentor and point of contact for team members and other staff, providing guidance and support on voice infrastructure-related issues.
- Continuous Improvement: Contribute to the continuous improvement cycle by identifying areas for process improvement and automation, implementing best practices, and ensuring adherence to ITIL disciplines
- Compliance: Ensure compliance with corporate security baselines and WHS policies, procedures, and safe work practices, cooperating with HCF in activities taken to comply with WHS legislation.
Essential Skills
- Minimum 5 years of voice systems support experience.
- Proficient in voice technologies including SIP, Genesys, and MS Teams Voice.
- Broad technical experience in the following technologies: Microsoft Office365, Windows 11, Microsoft Active Directory, VOIP technology, MS Entra admin centre
- Strong business acumen and passion for providing world-class customer service to internal staff and members.
- Able to manage priorities and conflicting issues in a professional manner, using senior team members where possible to provide direction and assistance.
- Service-oriented, adaptable, self-governing, self-motivated, cooperative.
- Excellent communication and written skills with the ability to explain technical concepts to lay audiences.
- Good time management skills and ability to prioritize.
Desirable Skills:
- Bachelor’s degree in Computer Science or equivalent or an advanced industry certification in a related discipline.
- Advanced knowledge and experience in voice administration and architecture.
- Experience in enterprise-scale environments.
- High knowledge of VOIP technology.
- Genesys Cloud CX Certification.
- ITIL certification is highly desirable.
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver ourStrategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover
- 18 weeks of parental leave for all new parents
- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
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