Engineer - Service Management

Employment Type:         

• Full Time – 12 months exempt with possible extension
• 38 hour working week with flexible working options from our Chatswood office
• Attractive salary starting from $127,150 + 11.5% Super and annual leave loading
• Various benefits like salary packaging, allocated day off per month, discounted fitness passport and more!
• Join the team enriching health in millions of ways every day through digital innovation.

About us

Working at eHealth NSW is more than a job. Every day, we set out to design, build and innovate world class digital solutions that will transform how healthcare is delivered to patients across NSW. It’s a genuine opportunity to join a team of technology professionals, health partners, industry leaders and academia to develop solutions that help save and improve people’s lives.

Come work with us

We have an exciting opportunity in the Unified Communications Team for an Engineer in service management.

Reporting to the Capability Manager – Unified Communications, you will be part of the team responsible for the integration of multiple enterprise communication tools, such as integrated voice, SMS, video conferencing, meeting rooms and clinical applications into a single, streamlined interface, with the goal of improving user experience (UX) and productivity across the NSW Health system.

The team supports the development and delivery of new/existing products and services in two key streams. Core platforms, Applications and Services is one stream delivering Statewide Voice, Conferencing, Mobile and Messaging Services. AV and collaboration products is the other stream delivering modern meeting spaces, AV, and electronic signage. We have a hybrid way of working, the majority performed remotely with regular interactions over MS Teams and face to face in Chatswood.

The purpose of the role is to assist the development and enhancement of Unified Telephony solutions; specifically focusing on Microsoft Teams Phone System and Telstra Internet Protocol Telephony (TIPT). This involves understanding customer requirements, conducting research, and collaborating with cross-functional teams to create modern and innovative products to meet unified communications (UC) and Telehealth needs across the NSW Health Network for both the corporate and clinical environments. You will do this by working with operation leads, product owners / senior product owners and capability managers and other ICT engineers across the organisation.

Health Manager Level 3, commencing salary from HM3 $127150 +to $144,444 plus 11.5% Super and Annual Leave loading.

For more information, read the full POSITION DESCRIPTION.

What you will do

As an integral member of the Unified Communication Group, you will:

• Provide technical expertise for solutions including UC systems, Microsoft Teams, Teams Phone System, Telstra IP Telephony (TIPT) and other Telephony systems. 
• Help transition and transform legacy telephony system to newly established cloud solutions. 
• Develop documentation, including technical and troubleshooting/knowledge guides.  
• Conduct thorough testing, validation and troubleshooting issues to ensure the smooth consistent deployment of solutions. 
• Provide technical SME to the product lifecycle operations using relevant governance framework. 
• Provide technical support for the products including participation in the on-call roster. 
• Provide technical advice and support across statewide voice tools. 
• Work with customers and key stakeholders to effectively manage and achieve product deliverables and successful outcomes.  
• Provide general break fix resolution and problem eradication through our ticket platform (ITIL). 
• Facilitate Root Cause Analysis Reporting and communicate to stakeholders accordingly. 
• Pursue innovation within the products of the team. 
• Facilitate Product workshops with customers and technical stakeholders. 
• Perform cost estimation and refinement for Products and Projects. 
• Develop and implement structured testing protocols to ensure quality of outcomes for Change Management, Project deliverables and product innovation. 
• Maximise and enhance functionalities, reliability and security posture for existing and emerging Products.  

About you

We are seeking motivated and committed individuals with:

• Experience working with Statewide Voice Services products in a large-scale and complex environment, experience in the NSW Health sector will be highly regarded. 
• Demonstrated experience working with VoIP and UC as a Service, Hosted Telephony, SIP Trunk and PSTN voice products. 
• Extensive knowledge deploying and managing fleets of Desk Phones and telephony enabled devices (MS Teams and TIPT, or similar platforms). 
• Familiarity with leading UC platforms such as Microsoft Teams, Telstra IP Telephony, or similar systems. 
• Experience working with Telco carriers for service management, deployment, billing and enhancements. 
• Experience working with Technology vendors regarding procurement, deployment and service management. 
• Familiarity with communication API’s such as Microsoft Teams, Whispir (SMS) and Twilio 
• Demonstrated experience and understanding of deploying and supporting UC Applications and API’s. 
• Experience working in an Agile environment and familiarity with Agile methodologies including the creation of product stories to meet the product Road Map. 
• Experience in mentoring and coaching of team peers and other IT stakeholders. 
• Understanding of cloud computing principles, deployment models, and services, particularly as they relate to hosting and delivering UC applications using AWS or Azure. 
• Strong communication skills – ITC stakeholders and customers. 
• Understanding of Contact Centre concepts and technologies. 
• Self-starter and a quick learner, able to adopt new concepts and skill sets. 
• Knowledge and application of call recording technologies. 
• Experience with Project Management principles and lifecycles. 
• Awareness of Video Conferencing technologies. 

If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.

For information about our employee benefits, please visit Benefits | eHealth NSW.

Valuing diversity and inclusion

eHealth NSW is committed to providing a working environment that embraces and values diversity and inclusion. We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, people with disability and LGBTIQ+, for all advertised positions and have strategies in place to support you.

For more information on the strategies in place to support diversity and inclusion, please visit our Diversity and Inclusion Strategy.

How to apply

All applicants must review the role description and apply by submitting an up-to-date resume (up to 5 pages) and cover letter (1-2 pages) explaining your interest and motivation in applying for this role, highlighting your relevant skills.

If you require assistance or have any questions about the role, please contact Melissa Devine-Jones on melissa.devinejones@health.nsw.gov.au and quote REQ534460.

If you require adjustments to the recruitment/interview process, please contact Hayley Cheng on hayley.cheng@health.nsw.gov.au.

We appreciate candidates are increasingly leveraging AI in various ways to enhance their job search. We see this in the preparation of applications and for interviews. It is our hope that you show us who you are and how you think and the best way to do this is to be yourself.

Applications Close: 11:59pm Sunday, 2nd March 2025

Additional information

• This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.
• To be eligible for this role, you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).
• Exempt' is defined as a fixed term contract with a length greater than 13 weeks.