Cloud Contact Center Engineer Associate | AdventHealth Information Technology
Location Address: 902 Inspiration Ave, 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.
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.
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.
What You Will Need:
Education and Experience Required:
High school diploma or equivalent
2+ years of experience support a Contact Center and Telephony integrated applications
Bachelor's degree in Management Information Systems, Computer Science or related discipline is preferred
Working knowledge of the following Contact Center technologies preferred: Five9, Verint, Medallia
Knowledge and Skills Required:
Requires experience of two to three years supporting Contact Center and Telephony integrated applications, to include but not limited to:
Document processes for cross training and audit purposes.
Experience with ticketing system and CRMs such as Service Now and SalesForce Basic understanding of computer hardware
Strong understanding of Windows OS including Microsoft applications (Teams, Sharepoint, etc)
Effective written and oral communication skills are required plus a willingness to learn and adapt to a rapidly changing technology and business environment.
Effective critical listening, thinking, analysis and problem-solving skills.
Effective time management and organizational skills with demonstrated ability to multi-task priorities and deliver assignments on schedule.
Strong Interpersonal skills with a great collaborator ability to work with all levels of management and workforce.
Programming skills: Python/Golang/SQL
Experience with IVR Development tools and understand call flows
SOAP/REST Web Services
The associate 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.