Sr. Software Engineer-Contact Center Req#:655992
Monday-Friday 8:30-5
Hybrid/Remote
*On-site two days a month on a regular basis and for Go Lives and Special Projects.
Johns Hopkins Harbor East
750 E. Pratt St., 5th Floor
Baltimore, MD 21202
Join our Health IT team as a Senior Software Engineer supporting the deployment of a new enterprise contact center platform across Johns Hopkins Health System. This transformative initiative will modernize and unify the telephony systems used by Patient Access Services and other call centers, replacing legacy tools with a cloud-based solution that improves operational efficiency and enhances the patient experience. In this role, you'll contribute to system design, integration, and technical implementation in collaboration with Health IT, Telecom, vendors, and operational teams.
General Position Summary: The Sr. Software Engineer is responsible for the creation, implementation, maintenance, performance, production support and documentation of various departmental and enterprise-wide application systems. This includes but is not limited to the installation, modification, and testing of new and/or upgraded applications (packages or home grown), operating systems, file structures, hardware, communication devices, and productivity tools. Apply analysis techniques and procedures to gather and then translate business requirements into functional/technical specifications and designs. Using functional specifications and designs, produce all or part of the deliverables. Maintain databases and application system code.
Job Scope/Complexity: Responsible for full life-cycle of large/long-term highly complex projects. Typically manages multiple projects of varying complexities. Based on expert technical knowledge, skills and experience, develops broad-based solutions involving multifaceted technologies, and business processes. Leads overall strategy, design & architecture for solutions.
Job Responsibilities: The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.
ANALYSIS AND REQUIREMENTS GATHERING
- Define highly complex business/clinical/education problems by meeting with clients to observe and understand current processes and the issues related to those processes. Provide written documentation of findings to share with the client and other IT colleagues.
- Gather highly complex system requirements by meeting with clients and researching existing technology to understand the business requirements and possible solutions for new applications.
- Oversee and mentor junior staff by reviewing tasks and milestones for quality standards and provide guidance in system/application design and development.
DESIGN AND DEVELOPMENT
- Develop detailed tasks and project plans by analyzing project scope and milestones for highly complex projects in order to ensure product is delivered in a timely fashion according to software lifecycle standards. Direct lower level staff by reviewing tasks and milestones for adherence to quality of deliverables.
- Write functional/technical specifications from the highly complex system requirements, putting them into functional and technical descriptions for use by programmers and business analysts to develop technical solutions. Direct lower level staff by reviewing their completed work.
- Develop/change data input, files/database structures, data transformation, algorithms, and data output by using appropriate computer language/tools to provide technical solutions for highly complex application development tasks. Direct lower level staff by reviewing their work.
- Document code and associated processes by adhering to development methodologies, adding code comments and appropriate documentation to various knowledge-based system(s) to simplify code maintenance and to improve support. Direct lower level staff by reviewing their work.
- Provide monitoring and guidance in application design and development to more junior staff. Give direction and leadership in techniques and tools to lower level staff.
- Provide experienced leadership for strategic planning in designing and developing comprehensive innovative integrated solutions.
TESTING, MAINTENANCE, AND TROUBLESHOOTING
- Provide highly complex server/application administration (maintenance, upgrades and patches, account maintenance, backups and recoveries and assist users) by following documented procedures to ensure a stable environment. Provide direction to lower levels.
- Lead technical team in test planning, test scenario construction, and test sessions appropriate to the changes being implemented by following testing guidelines to ensure all delivered solutions work as expected and errors are handled in a meaningful way. Review test results and corrections to all changes by following institutional and departmental testing standards to ensure all delivered solutions work as expected and errors are handled in a meaningful way. Provide guidance and direction to lower levels.
- Monitor changes and resolve highly complex problems requiring the highest level of technical expertise by responding as they occur, by reviewing all processing and output of the newly implemented solution, and by proactively ensuring the solution works successfully in order to satisfy the customer requirements and to provide a smooth transition to the new solution.
- Monitor and tune the system by following documentation and procedures to achieve optimum performance levels. Provide direction to lower levels.
- For Lead Engineers on systems teams, develop highly complex scripts and solutions by using departmental standards to automate systems management. Provide direction to lower levels.
- Perform highly complex system/software upgrades including planning and scheduling, testing, and coordination by following documentation and departmental standards to provide a stable product for the environment. Provide direction to lower levels.
- Audit and maintain user access and authorization by following access and authorization documentation to provide for system/application security.
- Generate and maintain highly complex periodic and ongoing system/application specific reports by using appropriate tools to assess performance, integrity and capacity in order to deliver a stable product to the users. Provide direction to lower levels.
- For Lead Engineers on systems teams, follow and maintain IT security awareness and best practices by understanding security principles as they pertain to environments supported in order to deliver secure solutions to customers. Provide direction to lower levels.
- Monitor changes and resolve any incidents by responding to problems as they occur, by reviewing all processing and output of the newly implemented solution, and by proactively ensuring the solution works successfully in order to satisfy the customer requirements and to provide a smooth transition to the new solution. Provide direction to lower levels.
- Lead and provide direction to technical team for all of the above tasks by reviewing work and adherence to institutional standards and guidelines in order to deliver high quality maintenance and troubleshooting to the customers.
PROJECT COLLABORATION AND LIFECYCLE PARTICIPATION
- Implement changes by adhering to the change management policies and procedures for any given project to communicate to all parties the nature, significance, and risk factors of the solution. Provide direction to lower levels.
- Lead effort to develop RFP's by engaging project team members in the process in order to develop well defined requirements to potential vendors for proposed solutions.
- Evaluate vendor proposals by reviewing requirements for the product to select the most appropriate vendor. Provide direction to lower levels.
- Lead vendors, consultants, and inside Enterprise groups in developing applications by meeting with the team on a regular basis to deliver quality products to customers. Provide direction to lower levels.
- Author and maintain documentation by writing audience-appropriate materials to serve as technical and/or end user reference. Provide direction to lower levels.
- Lead and provide direction to technical team for all of the above tasks by reviewing work and adherence to institutional standards and guidelines to ensure collaboration and communication with team members and customers.
Competencies:
A. Education:
Bachelor's degree in computer science, information systems, or related field is required. Additional experience may be substituted for education.
B. Knowledge:
- Demonstrated knowledge of technology and complex business/clinical/education process.
- Advanced knowledge of systems and data flow diagrams and other analysis artifacts.
- Advanced understanding of testing and quality assurance processes with entry-level complexity.
- In depth knowledge of Windows and Unix/Linux environments.
- Advanced knowledge in the assigned IT environments, as well as the platforms in which they run.
C. Skills:
- Advanced proficiency in Microsoft Office applications - Word, Excel, Teams, Outlook, etc.
- Strong understanding of how to create technical documentation.
- Strong critical thinking and analytical reasoning skills.
- Demonstrated ability to execute assigned tasks within established deadlines.
- Demonstrated ability to work collaboratively in a team environment.
- Ability to communicate effectively with both technical and non-technical people
- Strong written and oral communication skills with the ability to build strong relationships
- Strong positive, customer service skills.
E. Work Experience:
- Five years of related experience project management, and task execution for administration, programming, maintenance, performance, implementation, security and support large/long-term highly complex projects, and making recommendations for IT products and services that meet business needs.
Dimensions:
A. Budget Responsibility:
n/a
B. Authority/Decision Making Level:
- Develop solutions based on extensive technical knowledge, skills and experience;
- Influence clients towards innovative/integrated solutions.
C. Supervisory Responsibility:
May mentor junior team members
Problem Solving:
- Solves highly complex software and hardware problems by using best practices for the environment to ensure system integrity.
- Completes server level administration problem solving in recoveries by following documented procedures to ensure a stable environment.
- Monitor changes and resolve problems requiring experienced technical expertise by responding as they occur, reviewing all processing and output of the newly implemented solution, and proactively ensuring the solution works successfully in order to satisfy the customer requirements and to provide a smooth transition to the new solution.
Information Management:
Demonstrates advanced knowledge of relevant computer systems, applications and interfaces.
Working Conditions:
Works in a normal office/home environment where there are limited physical discomforts due to temperature, noise, dust etc. Work may also be completed from remote home environment. Work requires attention to detail and requires mental/visual acuity. Travel is required to JHM entities to attend meetings and conferences related to the individuals' accountability.
Salary Range: Minimum $37.14/hour - Maximum $65.01/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.
In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.
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Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.
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Johns Hopkins Medicine
Jul 18, 2025