NYU Langone Health is a fully integrated health system that consistently achieves the best patient outcomes through a rigorous focus on quality that has resulted in some of the lowest mortality rates in the nation. Vizient Inc. has ranked NYU Langone the No. 1 comprehensive academic medical center in the country for three years in a row, and U.S. News & World Report recently placed nine of its clinical specialties among the top five in the nation. NYU Langone offers a comprehensive range of medical services with one high standard of care across 6 inpatient locations, its Perlmutter Cancer Center, and over 320 outpatient locations in the New York area and Florida. With $14.2 billion in revenue this year, the system also includes two tuition-free medical schools, in Manhattan and on Long Island, and a vast research enterprise with over $1 billion in active awards from the National Institutes of Health.
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Position Summary:
We have an exciting opportunity to join our team as a Sr. Contact Center Operations Engineer.
In this role, the Senior Contact Center Operations Engineer will join our Collaboration team to analyze, plan, build and modify technology systems supporting our advanced contact center and collaboration capabilities. The work will require detailed engineering to meet business requirements, then help the entire technologies team implement and realize the value of these investments thru industry best practices for deployment and operations. The position will work with Architects across the organization, NYU Langone Health System Engineers and directly with the business to inventory, analyze and implement our Cisco Unified Contact Center Enterprise (UCCE) solution. This work will include but is not limited to: Contact Center Engineering, Reporting, Contact Routing & Scripting, Interactive Voice Response, Agent Queuing models and how they are built in UCCE as well as integrations and management of peripheral systems including: Call Recording, Workforce Management, CTI and chat utilities. Position will conduct project planning, caller experience analysis thru call tracing, contact center metrics analysis and develop recommendations to business and technology leaders on best practices and gain alignment.
This position will also provide level 2/level 3 escalated support for the contact center infrastructure applicable to routing and reporting and will work with vendor manufacturers to help resolve issues experienced by the business.
Provides coaching and work direction to more junior engineers and administrators. Performs complex incident and change management activities. Provides guidance to administrators of contact center systems in both using and resolving technical issues quickly. Creates and updates/maintains standard operating procedures, technology processes and procedures.
This position will be responsible for creating the blueprints for more complex technology implementation. Also ensuring that implementations are done in accordance to the standard builds and will create and maintain checklists that will be used for transition to production. We are seeing someone who works effectively in a matrixed organization in developing efficient technology solutions and partners with third parties to ensure support of our infrastructure meets all applicable SLAs and real-time monitoring of the environment thru dashboards and alerts are available to both technologies and the business.
Job Responsibilities:
- Software development experience, skills that support Computer Telephony Integration APIs, Customer Relationship Management integrations and/or Cisco Voice Portal IVR development and Web Services for Cisco Voice Portal support
- building out monitoring capabilities and event management for UCCE
- Cisco Application Gateway, DB Worker, External integrations
- Database management of standalone resources used by UCCE
- building and managing external database integrations for customer / data lookups within UCCE
- Cisco Dialer campaign management
- Cisco CVP Studio development experience
- Experience with SDLC delivery models including waterfall & agile.
- SIP based telecommunication networks
- Cisco UCM platform and support of VOIP infrastructure
- contact center integrations between Cisco UCCE and ancillary equipment including: call recording and workforce management systems
Minimum Qualifications:
To qualify you must have a Typically requires 7 or more years of experience and BA/BS degree or equivalent.
Preferred Qualifications:
4+ years of UCCE configuration and scripting experience supporting multiple lines of businesses
4+ years of UC configuration
3+ years of experience engineering and operating Cisco UCCE contact center systems in a role supporting infrastructure components & services running on Central Controllers, Peripheral Gateways, Voice/VXML gateways, Cisco Voice Portal, etc.
3+ years of contact center reporting design and development and / or sequel programming development
Qualified candidates must be able to effectively communicate with all levels of the organization.
NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you’ll feel good about devoting your time and your talents.
At NYU Langone Health, we are committed to supporting our workforce and their loved ones with a comprehensive benefits and wellness package. Our offerings provide a robust support system for any stage of life, whether it’s developing your career, starting a family, or saving for retirement. The support employees receive goes beyond a standard benefit offering, where employees have access to financial security benefits, a generous time-off program and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care. The benefits and wellness package is designed to allow you to focus on what truly matters. Join us and experience the extensive resources and services designed to enhance your overall quality of life for you and your family.
NYU Langone Health is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online.
View Know Your Rights: Workplace discrimination is illegal.
NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $97,589.95 – $99,306.10 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.
To view the Pay Transparency Notice, please click here
Salaries shown on independent jobs related websites reflect market averages and do not represent information obtained directly from NYU Langone. We invite and encourage each candidate to discuss salary/hourly specifics during the application and hiring process.
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About NYU Langone Health
Be Where Everyone Is Dedicated to Exceptional Care
NYU Langone is a world-class, patient-centered, integrated academic health system with Magnet®-recognized status by the American Nurses Credentialing Center (ANCC). Our trifold mission to care, teach, and discover is achieved daily through NYU Langone’s inclusive culture devoted to excellence across the organization. Here, you can advance your career supported by exceptionally talented faculty and staff in an environment where everyone works together to deliver the best possible outcomes for our patients.
Our Hiring Process
Joining Our Team
Get ready to start your career journey at NYU Langone, where cutting-edge research meets compassionate care, and discover how you can contribute to shaping the future of medicine.
Step 1
Apply Online
The NYU Langone hiring process begins with you applying through our online portal. Be sure to update and upload your resume. Shortly after you submit your application, you will receive an email confirmation. Ten days after applying you will receive a talent assessment to be completed.
Step 2
Schedule Interviews
If selected to continue the interview process, HR will reach out via phone or email first. Then, depending on your position, they will schedule an interview with unit managers or team members. You are encouraged to dress professionally for all interviews.
Step 3
Receive Offer
If you successfully complete the interview process and are identified as a finalist for the position, we will require that you complete a professional reference process. After evaluating the completed references, a decision will be made on who will receive a preliminary offer. If you receive a preliminary offer, HR will start the onboarding process with an agreed-upon tentative start date.
Step 4
Training & Orientation
You will be contacted by an onboarding specialist who will work with you on your pre-boarding requirements. Once fully cleared, we will ask you to complete compliance orientation regulatory training. On your first day, you will attend an online required orientation to acclimate to the health system and report to your new department based on instructions provided by your hiring manager.
Our Awards Reflect a Commitment to Excellence at Every Level
Hear From Our Team
In my role, I provide a favorable atmosphere for our patients, visitors, employees, and students by ensuring their safety against fire hazards and by maintaining conducive temperatures throughout the seasons. I'm proud to work alongside my teammates to provide excellent service at a world-class organization that offers great opportunities to deserving candidates.
Joseph O.
Refrigeration Engineer Helper
Noa L.
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Nov 2021Access Center Representative IAug 2022Access Center Representative IIOct 2023Lead Access Center RepresentativeSept 2024Supervisor, Patient Access Center
Growing up in New York City, I was aware of the prestige that NYU Langone Health held, so I decided to pursue a career at the premier health system after graduation. I enjoy helping, treating and supporting everyday New Yorkers and feeling like I make a difference. Working here, I feel like I am able to show up as my authentic self to assist our patient community.
Victoria L.
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I was fortunate to receive firsthand training from some of the founding team members of my department. This made my onboarding experience invaluable, and now I will get to pass on my knowledge and experience to future new hires within the department and pay it forward. The collaborative spirit at NYU Langone Health has created an excellent work culture where I can work alongside colleagues who share our same company vision to serve, teach and discover.
Nazneen H.
Clinical Charge Nurse Auditor in Revenue Management Initiatives
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Patricia S.
Occupational Therapist – Hand CertifiedThe culture at NYU Langone Health is what truly sets us apart. Fitting into this culture goes beyond technical skills or an extensive resume—it’s about teamwork, camaraderie, a passion for learning and growth, and the genuine care we show in our interactions with patients. While skills can be learned, a positive attitude comes from within!
Latoya M.
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Supervisor, Physical TherapyWhen I started working for NYU Langone Health, I quickly realized that patient care and employee satisfaction are priorities here. I knew I wanted to be here for the long haul. It’s a great place to work for because they believe in great quality of care for patients and prioritize their employees’ work-life balance. NYU Langone also encourages career growth and continuing education by allowing for reimbursement of courses and certifications. During my time here, I was able to advance my skills by becoming a Board-certified Orthopedic Clinical Specialist in Physical Therapy.
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Stanley M.
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Apr 2012Senior Health Information Management AssociateMay 2022Health Information Management Coordinatordec 2023Supervisor – Health Information Management
I have the honor of working with supportive leadership that motivate me to build and progress my career at NYU Langone Health. The guidance, support, and the appreciation I have experienced being a part of the rehab team, has driven me to be a better clinician, a better coworker and a better person. Witnessing the care our patients receive each day has also sparked my desire to move to the next level in my career.
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Helping people directly or indirectly gives me a sense of fulfillment. Ensuring that patient record requests are processed in a timely manner facilitates quicker appointment scheduling and an overall positive patient experience. If you’re seeking something that’s more than just a job, but a passion and a commitment to make a difference in people’s lives, then NYU Langone Health is the place to be.
Anna M.
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jul 2021FGP Office Managerdec 2021FGP NurseJun 2022Emergency Department Follow-up Coordinatormay 2024Nurse Coordinator, ED Follow-Up Center
I interviewed here for a position in inpatient pediatrics as soon as I graduated from nursing school. I was impressed by the culture of the hospital. Everyone I met seemed genuine in the way they treated patients, family, and colleagues. I sensed that I would fit in well with NYU Langone’s culture of respect and caring. I built my career here because I was encouraged and afforded opportunities for professional development and advancement at every stage of my career. It is extremely fulfilling to be a servant leader here. I enjoy prioritizing the needs of my team and helping them professionally develop and flourish.
Lee M.
Director of Nursing Quality and
Performance Improvement and Magnet
When I arrive at work each day, I know I am part of an organization with a fantastic culture, where you are seen, encouraged, provided with mentorship, and given tools like tuition assistance to overcome circumstances and setbacks. Moving up and building my career at NYU Langone Health gives me purpose and meaning. It keeps me engaged and excited about future opportunities.
Dewi D.
Senior Director - Patient Engagement and Experience
While serving in the United States Coast Guard, I learned essential skills that have helped me deliver better patient care and continue my career growth. NYU Langone Health provided me with resources and flexibility so that I can complete my Bachelor of Science in Nursing degree while working within the Faculty Group Practice. I now work alongside an incredible clinical team, who I learn from each and every day.
Richard D.
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Haleigh T.
Program ManagerMy motivation to build a career at NYU Langone Health is to continue to work for an institution that values and celebrates its team members and promotes professional advancement. I feel that my role on the NYU Langone team makes a difference because of my contribution to its educational mission through my work with the fellows and faculty in their educational and professional pursuits.
oct 2017FGP Secretary l – Intake/Schedulermar 2019Residency/Fellowship Program Coordinatornov 2021Senior Residency/Fellowship Program Coordinatorsep 2024Program Manager
Crystal V.
Sr. Research Project ManagerConnecting with the Internal Career Planning team has helped me to build my career with NYU Langone Health. The internal team has been a great resource in my career growth, as they took the time to learn more about my career aspirations to counsel me on potential opportunities that would fit my career goals.
sep 2017Administrative CoordinatorAUG 2020Senior Project Coordinatormar 2022Research Project Managermar 2024Sr. Research Project Manager
I knew I wanted to pursue a career in clinical research within a large healthcare system. Over the past few years, I have participated in many internal trainings and as a result I’ve developed a better understanding of the different components in clinical research. I resonate with NYU Langone Health’s mission, and I enjoy working in an environment with a meaningful community of healthcare employees.
Stephanie R.
Research Project Manager
NYU Langone Health is truly a place full of endless opportunities for growth. I’ve always been fortunate to have great managers who fostered my desire to learn, innovate, and grow. My experience at NYU Langone has shaped me into who I am today. Here, you are part of a community and a family ― it is more than just a job, it is something to be proud of.
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John M.
Technical Supervisor, RadiologyWorking for an organization such as NYU Langone that supports its employee’s development is very important. Being able to move from one position at NYU Langone Hospital—Brooklyn to another at NYU Langone Orthopedic Center has been a great step in my career, and I hope that I can continue to advance further.
JAN 2021MRI Technician – IV CertifiedDEC 2023Technical Supervisor, Radiology
My motivation to build a career at NYU Langone Health comes from my parents. My mother was employed with NYU Langone as a nurse, and my father spent 15 years working as a building service supervisor. They worked at NYU Langone to improve the lives of all who entered its doors, and they helped grow the institution to what it is today. I want to have the same impact, commitment, and dedication to NYU Langone’s future growth.
Christopher G.
Technical Manager Radiology
My entire career journey with NYU Langone Health has been within the Emergency Department in various roles. It has always been humbling working with amazing people who are dedicated to helping others. Having the opportunity to work for the best Emergency Department in all of New York City is something I take with great pride and honor.
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Associate Director - Shared Resource LaboratoryIn my current role as Associate Director for the Cytometry and Cell Sorting Laboratory, I’m grateful to have the opportunity of overseeing one of our shared resource laboratories that is utilized by our researchers and their lab members. Of all the places that I have worked, this is where I’ve felt most appreciated for my work and commitment to my job. My personal growth is always encouraged, and they offer so many possibilities to learn and grow if we’re willing to make the commitment.
apr 2017Business System Specialist – OSRaug 2018Administrative Managerjan 2023Associate Director –
Shared Resource Laboratory
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Program ManagerNYU Langone Health offers their employees opportunities for advancement as well as many resources to promote professional development. NYU Langone’s tuition assistance benefit allowed me to obtain my Master’s in Public Administration, which helped me grow tremendously both personally and professionally. I am so grateful to work for an employer that values the growth of their employees.
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I have worked at NYU Langone Hospital—Long Island for over 31 years. From the tuition reimbursement and the ability to apply for so many great job opportunities, NYU Langone has helped me grow in my career. My advice to employees is to take advantage of the invaluable training and learning opportunities offered at NYU Langone.
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Director, Supply Chain Distribution/CSS
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Victoria S.
Assistant Director, Patient AccessNYU Langone genuinely values its employees, hosting numerous events throughout the year to celebrate and appreciate their contributions. The organization hosts a variety of learning opportunities and actively supports ongoing self-development through the Steps for Success program. Moreover, the potential for career growth is a significant advantage as NYU Langone continues to expand and create new pathways for advancement. Overall, it’s an exceptional place to work!
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Alexis C.
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SEPT 2022Office CoordinatorJAN 2024Operations Analyst
I have a passion for public service, and healthcare security allows me to utilize my training and experience. NYU Langone Health has provided support, resources, and opportunities to advance. My current role allows me the opportunity to provide excellent customer service, educate staff on security-related topics, provide support during difficult situations – and represent the department in a positive manner. This is an organization that will encourage you and wants to see you succeed.
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Assistant Director, Patient Services - Food & NutritionMy Assistant Director has supported my career development from the beginning. It is important to have a strong leadership team like I have at NYU Langone Health, who are willing to help you succeed with the right tools and training. If you are determined and motivated, NYU Langone recognizes hard work and I am a testament to that.
As Clinical Pharmacist, my primary responsibility is to help optimize a patient’s pharmaceutical regimen based on their current illness and past medical history. I round with an Internal Medicine team and a Family Medicine team each day, and get to see a number of different disease states and types of patients. NYU Langone Hospital—Brooklyn is a very inclusive place to work.
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Karen F.
Senior Manager-Technology Management & SupportI am currently utilizing NYU Langone’s tuition assistance to pursue my MBA at NYU Stern School of Business part-time. The program has provided me with immediately applicable concepts and frameworks that have enhanced my work and supported my transition to the strategy team.
Oct 2019Associate IT Project ManagerOct 2020Project Manager-Project Management OfficeJan 2023Senior Project Manager-Project Management OfficeNOV 2024Senior Manager-Technology Management & Support
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An academic medical center is a great place to learn and to grow. You have exposure to amazing projects and at the same time, realize that the work you do matters—that your contributions can help reduce the stress patients might feel and help them to heal.
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At NYU Langone Health, we view technology as a critical element in connecting our patients and providers, and transforming care.
Nader M.
Chief Digital and Information Officer, Executive Vice President and Vice Dean
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Engelbert M.
Division AdministratorI’m confident that my experience across multiple departments at NYU Langone is valued by my colleagues and leadership. My role uniquely positions me to drive meaningful change within my divisions, spearheading new initiatives and processes that enhance patient access, elevate satisfaction, and foster greater recognition and positive experiences for our staff.
Olga V.
Senior Project ManagerNYU Langone Health is an organization that strongly supports professional development. The programs and resources offered are tools that contribute toward the positive development of all employees. I’ve taken about 25+ learning courses that have supported my career growth. I was also able to complete my undergrad in Psychology through CUNY and am currently pursuing a graduate degree in Healthcare Administration through The Robert F. Wagner Graduate School of Public Service, utilizing the tuition assistance program.
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July 2016Administrative ManagerMay 2024Division Administrator
Shannon D.
Secretary to ChairmanI quickly discovered how supportive and encouraging the NYU Langone Health community is. NYU Langone offers many different training and interactive courses to help with growth and strengthening your skills. I have taken numerous learning courses, including refresher courses for programs such as Excel. By providing access to resources, support networks, and open channels for communication, the organization ensures that employees feel they have the tools and space to thrive.
Jan 2016Coordinator, Office – EPICOct 2022Associate, Office – EPICApr 2023Secretary to Chairman
I decided to build my career at NYU Langone Health because of the vast opportunities and room for growth I knew existed here. I felt that I’d be able to reach my full potential within the organization.
Nicolyn L.
Departmental Secretary
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Erin Z.
Clinical Specialist
I knew that by choosing to work at NYU Langone Health, I’d grow into a role I always aspired to achieve. I wanted to experience a top-quality healthcare setting and work in the best hospital in New York City. I’m bilingual in English and Spanish, and through NYU Langone, I was able to obtain my Spanish Medical Interpreter Certification through their continuing education benefit.
Madelyn B.
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What motivates me to build a career at NYU Langone Health is the benefits and opportunities that it provides for career growth. I’m part of a team of great individuals that strives to be the best in patient excellence and satisfaction.
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At NYU Langone Health, the multiple disciplines along with senior leadership and mentoring opportunities allow for a wider scope of learning, career development, and personal growth. It gives me immense pleasure to be able to assist families and make a difference in patient care.
Camille D.
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I am motivated to build my career at NYU Langone because the nursing staff and leaders support my growth. I have participated in nursing councils, collaborated on quality improvement projects, and have had the opportunity to present in educational forums. I have also been recognized for my contributions and encouraged to pursue a master’s degree. In the same way, I wish to inspire others to pursue lifelong learning opportunities so that they too can make a difference in patient care. In my role, I encourage nurses to grow professionally by supporting them every step of the way.
Diana W.
Staff Registered Nurse
Joining NYU Langone Health transformed my life completely by exposing me to new opportunities and challenges. I have been fortunate to work under the leadership of the most wonderful and dedicated people who share and support my views and inspirations, help me evolve professionally, and have become my mentors and friends.
Jekaterina G.
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