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Lancaster General Health Unified Communication IVR Engineer in Lancaster, Pennsylvania


Novastream LLC

Cost Center

9403 Telecommunications

Supervisory Organization





HOURS: Full-Time (1.0 FTE); Monday-Friday 8:30am-5:00pm; occasional weekends/holidays.

This position is located in Lancaster, PA. R emote candidates will be considered and relocation packages available in relevant situations.

ATTENTION: Please be aware that, if you are an external applicant, you may need to complete an online assessment as part of the hiring process. This assessment will be sent to the e-mail address that you included in your application. Please note: Some e-mail accounts may receive the assessment e-mail in their junk/spam e-mail. This assessment must be completed within 5 days of receiving it. For more information regarding the assessment, please click HERE at .

SUMMARY: Under the direction of the Director, Unified Communications and according to established policies and procedures, the Unified Communications Integrated Voice Response (IVR) Engineer leads the design, development, implementation and support of IVR applications on the Avaya Experience Portal and outbound dialers. Makes recommendations and designs IVR applications that creates positive customer experiences. Frequently works with Avaya Aura platforms and contact center technologies.

The candidate will recognize and support an 'always on 24x7, systems services model and participate in the on call rotation.

  • Responsible for managing all IVR projects from inception to implementation and post cut-over support.

  • Responsible for overall design, expansion, and enhancements of IVRs related to generating new revenue streams.

  • Independently designs and deploys new applications with other I.T. systems integration for the Avaya Experience Portal and outbound dialers.

  • Customizes IVR environments using required software such as Core JAVA and VXML or other.

  • Develops applications that can retrieve data using various databases such as Oracle 9i and SQL Server 7.0.

  • Designs and validates dialing rules meet FCC regulations for all dialing campaigns.


  • BS in Computer Science, Engineering or related field or 5-7 years progressive relevant experience required.

  • Must have Current Avaya Certifications ACSS-3305 - Avaya Aura® Experience Portal with Proactive Outreach Manager and ASPS - 5105 - Avaya Breeze.

  • 5 years' of Avaya IVRs and dialers.

  • Strong knowledge Avaya Aura release 4.0 and above, Avaya Session/System Manager.

  • 3-5 years demonstrated experience delivering on multiple, simultaneous projects.

  • 3-5 years' experience with vendor management and performance to ensure compliance with commitments and budget.

  • Expertise with enterprise voice network infrastructures (SBCs & Gateways, SIP, circuit switching, VoIP architecture).

  • Valid driver's license as some regional travel may be required.

  • A minimum of 5 years of demonstrated experience delivering support preferred.

  • Demonstrated experience in vendor management preferred.

Penn Medicine Lancaster General Health, at a member of the University of Pennsylvania Health System (Penn Medicine), at is a 631-licensed bed not-for-profit health system with a comprehensive network of care encompassing Lancaster General Hospital (LGH), Women & Babies Hospital and the Lancaster Rehabilitation Hospital (in partnership with Kindred Healthcare) . Our membership in Penn Medicine brings together the strengths of a world-renowned, not-for-profit academic medical center and a nationally recognized, not-for-profit community healthcare system.

Outpatient services are provided at the Downtown Outpatient and Suburban Outpatient Pavilions, along with additional outpatient centers and Express and Urgent Care locations throughout the region. Lancaster General Health Physicians is a network of more than 300 primary-care and specialty physicians, at more than 40 offices throughout the region . Pennsylvania College of Health Sciences is a private, co-educational, Middle States-accredited four-year college offering a variety of associate and baccalaureate degree and certification programs in healthcare.

A four time designated Magnet hospital for nursing excellence, Penn Medicine Lancaster General Health has been recognized regionally and nationally for clinical excellence and patient safety; and ranked nationally by U.S. News & World Report as one of the nation’s best hospitals in 2015-16 in three specialties. It is also one of only seven hospitals in the country with all of the following distinctions:

5 Star Rating on Hospital Compare

Healthgrades America’s 50 Best Hospitals 2017 at

Leapfrog Hospital Safety Grade A

US News List of High Performing Hospitals at

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