Full Job Description
Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.
Check out our team Life at Nuance!
Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.
The Senior Software Engineer provides expert level technical support and software integration assistance to our customers for the Dragon Medical SpeechKit SDKs which include Android, iOS, Web, and .NET. As a Senior Software Engineer, you must be very analytical, able to solve complex problems, and be able to handle multiple priorities concurrently. The candidate must be a team have proven experience working in both team and multi-team settings such as Software Engineering, QA, Product Management, and customers.
Provide expert level technical support to our SpeechKit Partners via web, phone, email, and support forums.
Serve as a formal escalation point and have the knowledge/ability to solve very complex issues with little assistance from the Software Engineering team.
Will be a proven team leader and provide mentoring to other team members by assisting with complex issues and knowledge transfer.
Represent the support team on product team meetings, critical account calls, and customer meetings and contribute expert level knowledge.
Participate in critical incident event calls to provide technical assistance to Software Engineering, DevOps, and other groups.
Contribute high quality material to our documentation repository for tracking known issues, customer facing documentation, training materials, and internal troubleshooting.
Work directly with our customers including software engineers to assist with integrating our SDKs into their applications.
Identify trends and commonalities of issues and provide proactive suggestions to address them.
Utilize the support platform for time tracking and documenting of customer issues.
Participate in on-call rotation 24x7x365.
Knowledge, Skill, Qualification:
Education: Bachelor’s or Master’s Degree in IT/Computer Science or Healthcare Information Management / Informatics
Years of experience: Must have at least 5+ years relevant work experience
Must have a complete understanding of the hosted SpeechKit infrastructure and the underlying dependencies of the various products / SDKs.
Must have expert level knowledge and troubleshooting skills for SpeechKit SDKs.
Ability to debug and reproduce partner issues/defects and provide concise and comprehensive documentation via Jira entries for escalation to the Software Engineering team.
Experience with the Software Development Life Cycle (SDLC) including the Agile Model
Excellent communication and presentation abilities
Solid understanding of software development and proven experience with Android at least two of the following technologies:
.NET, iOS, Web application development
Advanced networking skills including working with monitoring/troubleshooting tools such as Wireshark, PRTG, etc.
Experience working with server virtualization and virtual desktop technologies
Demonstrated expert level communication and presentation abilities.
Proven track record of mentoring, fostering communication and collaboration with teams as well as with customers.
Experience with supporting and hosting applications in Microsoft Azure or other cloud infrastructure providers
Experience with Healthcare and Healthcare applications including EHRs
Knowledge of Natural Language Processing and Artificial Intelligence
Knowledge of Healthcare clinical documentation processes
Knowledge of the NMS/NMC including advice filtering, logging, auditing, and troubleshooting tools such as the NMS log analyzer.
Proven experience with Dragon speech recognition software
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.