Cloud Contact Center Engineer Intermediate

Description Cloud Contact Center Engineer Intermediate | AdventHealth Information Technology Location Address: 902 Inspiration Avenue, Altamonte Springs, FL 32714 Top Reasons to Work at AdventHealth Corporate Great benefits Immediate Health Insurance Coverage Career growth and advancement potential Award-winning IT Department Work Hours/Shift: Full-Time, Monday – Friday You Will Be Responsible For: Serves as the Contact Center technical subject matter expert.

Manages Contact Center technology and institutes as a liaison between Contact Center, IT, and the technology vendors.

Works closely with Contact Center team on a day-to-day basis to apprise them of the technology challenges and improvements in Contact Center.

Acts as the technical lead for all projects related to the development of new systems or the upgrade of existing systems, architecture, applications or technology capabilities in support of Contact Center and major voice telephony needs.

Works directly with Network & Telephony team, IT Security, System teams, and the technology vendors to implement technology solutions including Automatic Call Distribution (ACD), Interactive Voice Response (IVR), ACD/IVR reporting, Workforce and Quality Management.

Assists Contact Center team in analyzing and evaluating the Contact Center’s performance and processes to determine if the technology is meeting customers’ needs and financial goals.

Identifies proactive solutions for continuous improvement.

Ensures that contact center agents concerns are addressed promptly and efficiently through troubleshooting and implementing solutions or escalating to the technology vendors and/or the appropriate members of Contact Center management and IT.

Collaborates with Contact Center management in strategizing and operationalizing current and future technology solutions.

Develops a technology vision and implementation plan.

Researches and keeps abreast of new Contact Center information technologies and develops strategies for the implementation of those technologies based on Contact Center requirements Oversees development and ensures conformance to performance optimization, capacity management and interoperability processes/standards and requirements.

Identifies, recommends and implements cost reduction and optimization solutions to existing and future services by continuously evaluating Contact Center systems and modern technologies.

Schedules, plans, and performs periodic scheduled maintenance and tuning activities to optimize performance.

Participates in the capital budget process by identifying mandatory and/or general upgrade opportunities that enhance infrastructure and/or service levels Document internal support processes and procedures for Audit purpose.

Manages technical relationships with key vendors and technology development companies.

Adheres to Change Management process of IT and performs assigned change activities including monitoring and tracking change activities.

Adheres to service level agreements by following established SLA performance requirements of third-party vendors.

Coordinate and communicate with staff members (Contact Center Leadership & IT Teams) of all levels throughout the business process.

Provides after hours on-call support.

Actively participates in facility support through solution implementation, activation, and post-live support Qualifications What You Will Need: Education and Experience Required : High school diploma or equivalent Requires experience of four to five years supporting Contact Center and Telephony integrated applications, to include but not limited to: Enterprise IVR environment – Agent management, call flow creation, skill groups/assignments and agent proficiency Reporting Telephony configuration Document processes for cross training and audit purposes.

Knowledge and Skills Required : Working knowledge of the following Contact Center technologies: Five9, Verint, Medallia Five9, Verint and/or Medallia certified preferred Call handling and processing through the IVR Basic understanding of Campaigns, Dialing lists and other call handling/processing configurations in an enterprise environment.

Experience with IVR Development tools and understand call flows Workforce and Quality Management Virtual queuing and callback Programming skills: Python/Golang/SQL SOAP/REST Web Services Experience supporting Automatic Speech Recognition, Text to Speech integrations Job Summary: The intermediate cloud contact center engineer is responsible for managing, configuring, troubleshooting, and maintaining Contact Center applications.

Works closely with AIT Management, various Adventhealth Departments and software vendors to gain an in-depth understanding of business/technical issues.

Identifies, analyzes, and translates technical/business needs into functional specifications, and work with the Business areas and IT teams in the implementation of solutions.

Supports daily operations interfacing with Contact Center teams to implement the technology to provide real-world solutions and metrics to improve patient experience.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.