Cloud Contact Center Engineer Intermediate | AdventHealth Information Technology
Location Address: 902 Inspiration Avenue, Altamonte Springs, FL 32714
Top Reasons to Work at AdventHealth Corporate
Immediate Health Insurance Coverage
Career growth and advancement potential
Award-winning IT Department
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
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:
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
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.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.