Job Description

Overview:

Contact Center Engineer - Remote - Information Technology

Position Highlights:

Full-Time, 40 hours
Hours: Monday-Friday; 8 a.m. to 5:00 p.m.
Location: Remote.

Benefits:

Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
Employer provided life and disability insurance.
$5,250 Tuition Reimbursement per year.
Immediate 401(k) match.
40 hours paid volunteer time off.
A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members.

The Contact Center Engineer is responsible for implementing contact center solutions, design, testing, implementation of call flows, IVR’s & IVA’s, click to call, & chat. Bring a passion for Contact Center Cloud technologies, including Engineering Omni channel voice, chat, fax, SMS, chat bots, and AI platforms.

Responsibilities:

What you will do:

Under direct supervision of Information Technology leadership, the EPIC Analyst will be responsible for:

Ensures Duly’s Five9 IVR, Five9 WFO (QM/WFM) and IVA platforms and related technologies support and elevate a high-performance contact center.
Daily proactive testing and system health checks
Participate in Service Level Monitoring, System Monitoring, Root Cause Analysis, and continuous improvement efforts
Create new and modify existing IVR, IVA, and dialing campaign configurations per requirements
Responsible for resolving issues, working with developers and vendors, pulling logs and errors from logs.
Create and support advanced automations with the goal of dramatically increasing patient self-service.
Run or participate in war room (technical and critical) calls when services and customers are impacted.
Participate in infrastructure related activities (Upgrades, Patches, Outages etc.).
Administration/Tracking of Five9 IVR and IVA Users, DN’s and Licensing
Create test plans for QA, releases, upgrades, and disaster recovery
Participate in testing, upgrades and deployments ensuring new versions and enhancements are of the highest quality.
Implement devops solutions to automate repetitive tasks and perform automated testing.
Collaborate with cross-functional teams, including developers, network engineers, project managers, and operations, to ensure successful deployment and integration of IVR and IVA solutions.
Business Continuity implementation and regular testing of important customer-facing segments of our Five9 platform and related services
Review all new and open incident, service request, and problem tickets and work with team to resolve as well as creating change management tickets for contact center services.
Produces well written technical documentation and demonstrates excellent verbal skills as needed for interacting and communicating with agents, management and skilled technical resources.
Engaged problem solver who perseveres in challenges through to a swift resolution.
Focus on customer success and customer experience during troubleshooting and resolution.
Available afterhours for emergency situations
Participate in on call rotation, to provide support coverage outside of standard business hours.
Coordinate and improve existing call flows based on service metrics and user experience. (Agent and Customer-facing)

Qualifications:

Education:

A four-year degree preferred

Experience:

6+ years of experience with Five9, 8x8, InContact or other similar contact center platforms required.
An understanding of Active Directory, security groups, general network and endpoint troubleshooting
Be able to perform as a Five9 mentor for our Service Desk technicians
Recommend and implement advanced campaign / IVR structure to meet expected customer experiences
Work with Internal and External dev teams to support IVR API integrations

Certification: