Technical Services Engineer

The Technical Services Engineer will be responsible for the successful end-to-end technical implementation and productive use of Nuance products. The ideal candidate for this role has a strong background in interfaces, design, and implementation of integrated systems in a healthcare environment. Seeking a strong team player with critical/analytical thinking, outstanding communication, and customer service skills, with the ability to lead implementation projects from a technical perspective and stay on task when working independently.
Principal Duties and Responsibilities:
• Technical planning, technical implementation, and execution of Nuance products.
• System architectural and workflow design. Lead technical discovery sessions. - Assessment/adherence to component specifications and environmental requirements and prerequisites.
• Technology/software implementation, configuration, and validation. Customize customer requirements.
• Facilitates and leads customer facing conversations and communications to provide key information, direction, timelines, and any technical information necessary.
• Lead technical meetings with the customer around workflow discovery, configuration, and testing sessions.
• Collaborates with customers, vendors, support, and engineering teams to resolve critical and/or complex implementation issues and needs in a timely manner.
• Able to work as a critical team player within a project team structure to achieve outstanding customer outcomes.
• Troubleshoot issues with client.
• Serve as primary point of contact for difficult problems and complex inquiries. Work with engineering and clients on bugs/ enhancement requests.
• Post-implementation system audits and corrective actions, as necessary.
• Maintains technical implementation project documentation to include technical detail, scope, and key information.
• Must be capable of establishing and documenting implementation processes and procedures, producing high quality technical documentation for customer profile and technical reference.
• Must have knowledge of IT operations, responsibilities, workflow processes and procedures to resolve implementation related inquiries independently.
• Participate in product design and product delivery. Able to train and mentor technical resources on PES implementations.
Qualifications:
Education: BA/BS Degree in computer science or similar or equivalent experience
Years of experience: 3-5 years of professional experience in a Technical Engineering/Implementation role with high degree of technical and implementation experience.
Required Skills:
• Previous working knowledge of IVR and Contact Center solutions
• Experienced with Agile methodology.
• Excellent written and verbal communication and customer service skills. Ability to lead technical discovery calls, testing calls and technical meetings.
• Familiarity with management tools such as Azure DevOps
• Citrix, server virtualization, virtual desktop integration.
• Security, Authentication.
• MS Server build, configuration, and troubleshooting
• Network topologies, virtualized stacks, and security configurations
• Desktop troubleshooting and configuration
• Network administration in a consultive capacity
Preferred Skills:
• Smart on FHIR, SAML, JSON.
• MS-SQL, scripting, JavaScript.
• Routing, switching, load balancing.
• Able to develop, configure and test successfully HL7 interfaces and Smart on FHIR integrations in a healthcare environment.
• Healthcare experience
• Previous technical system implementation experience with interfaces including HL7, FHIR and Rest APIs
• Experience with processes and methodology associated with design, documentation, transition, and implementation/integration of systems in a healthcare environment.
• Knowledge of major EMR vendors from an integration/interfacing perspective (Epic, Cerner, Meditech, etc).
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Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.
Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy. If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.