Join a dynamic team focused on transforming customer service technology in the healthcare sector. We are looking for a skilled Staff Engineer to contribute to our innovative approach to contact center operations. Our team is dedicated to enhancing the customer experience through cutting-edge solutions in a supportive and collaborative environment.
Role Overview:
As a Staff Engineer in our contact center call routing team, you will play a crucial role in designing and maintaining our advanced contact center infrastructure. You will work with technologies like Cisco, Avaya, and Five9 to ensure seamless omnichannel communication solutions. Your contributions will directly impact our ability to deliver personalized, convenient, and affordable healthcare services.
Key Responsibilities:
Design and implement complex call routing solutions using Cisco Voice, Avaya, and Five9 technologies.
Integrate and support multi-vendor solutions to ensure fault resilience and operational efficiency.
Stay updated with industry trends to optimize our technology portfolio and meet business needs effectively.
Collaborate across teams to maximize alignment, efficiency, and delivery of technology solutions.
Provide technical expertise in integrating Five9 with other systems such as CRM platforms and IVR systems.
Required Qualifications:
7+ years of experience in designing and implementing complex call routing systems.
Proven expertise with Five9 and other similar platforms.
Experience maintaining and organizing taxonomy for contact center processes.
Ability to provide training and support to telecom platform administrators.
Preferred Qualifications:
Understanding of diverse contact center requirements (voice, chat, SMS, etc.) and ability to design efficient solutions.
Knowledge of provisioning TFNs, SIP protocols, and carrier services.
Familiarity with monitoring and reporting tools such as Cisco CUIC and Five9 Aceyus.
Strong troubleshooting skills for complex technical issues.
Education:
Bachelor's degree preferred, or equivalent experience (High School Diploma and 4+ years relevant experience).
Benefits:
Competitive salary and bonus potential.
Comprehensive healthcare benefits including medical, dental, and vision.
Retirement savings plan (401(k)) and Employee Stock Purchase Plan.
Life insurance and disability coverage.
Well-being programs, education assistance, and development courses.
Paid time off and holidays.
Application Deadline:
We are accepting applications until [Insert Application Deadline].
Join us in revolutionizing healthcare technology! Apply now to be part of our innovative team dedicated to enhancing the customer experience through advanced contact center solutions.
Employment Type: Full-Time
Salary: $ 110,000.00 Per Year
