[Hiring] Engineer, Contact Center Technology @Evolent

Role Description

The Engineer, Contact Center Technology plays a pivotal role in supporting, enhancing, and optimizing contact center technologies to ensure seamless integration with operational workflows. This role is crucial in providing technical expertise to both IT teams and contact center stakeholders. The ideal candidate will possess a robust technical background, comprehensive knowledge of contact center platforms, a commitment to optimizing customer experience through innovative technology solutions, excellent communication and people skills, and extensive experience in troubleshooting and resolving complex software, hardware, and network issues. Collaboration with cross-functional teams is key to maintaining and improving the performance, reliability, and functionality of contact center systems.

• Support and Maintenance: Manage and provide ongoing support for key telephony and contact center technologies, including PBX, ACD, IVR, CTI, Dialer Campaigns, Surveys, Fax, and Workforce Management systems.
• Collaboration with IT: Work alongside the IT team to configure, implement, and maintain contact center applications, ensuring their optimal performance.
• Troubleshooting & Issue Resolution: Proactively diagnose, troubleshoot, and resolve technical issues, ensuring minimal disruption to contact center operations.
• Service Requests & Incident Management: Efficiently handle service requests and incidents, ensuring proper prioritization and timely resolution per Evolent's IT Change Management and Incident Management processes.
• Performance & Optimization: Partner with contact center operations to analyze business requirements and recommend technical solutions to improve performance and processes.
• Design & Configuration: Design, configure, test, and maintain contact center call flows, system updates, and integrations to optimize system functionality.
• Training & Support: Deliver training and hands-on support to contact center staff and end-users to ensure effective use of technologies and applications.
• System Monitoring & Insights: Monitor system performance and capacities, provide data-driven insights, and proactively recommend improvements to enhance system reliability and operational efficiency.
• Documentation: Develop and maintain system documentation, including configurations, troubleshooting guides, knowledge base articles, and operational procedures.
• Stakeholder Liaison: Lead discussions between internal teams to build trust and effectively collect requirements needed to design and build solutions; ensuring clear communication of system capabilities and limitations.
• Industry Awareness: Stay informed on industry trends, emerging technologies, and best practices to recommend innovative solutions that enhance customer service experience.

Qualifications

• Experience: Minimum of 5 years of experience in supporting and managing telephony and contact center technologies, including PBX, ACD, IVR, CTI, and Workforce Management systems.
• Technical Expertise: Strong technical skills with experience in system configuration, troubleshooting, and ongoing support.
• Platform Experience: Developer level experience with Genesys and NICE cloud-based contact center platforms.
• Operational Insight: Deep understanding of contact center operations, including call routing, queuing, reporting, and analytics.
• Cross-Functional Collaboration: Proven experience working with cross-functional teams, including IT, business stakeholders, and third-party vendors.
• Security Awareness: Knowledge of IT security best practices and their application within contact center environments.
• Analytical Thinking: Ability to gather technical requirements, analyze challenges, and design efficient, data-driven solutions.
• Testing & Integration: Experience in system testing, deployment, and integration processes.
• Problem-Solving & Analytics: Strong problem-solving abilities with a focus on leveraging data analytics to drive performance improvements.
• Communication Skills: Exceptional communication skills, both written and verbal, with the ability to translate complex technical concepts for non-technical stakeholders.
• Dynamic Environment: Ability to work in a dynamic environment, including the ability to manage and prioritize tasks while maintaining a service-oriented work ethic.
• Detail-Oriented: Must be very detail-oriented, organized and able to work independently to support multiple complex projects simultaneously in a fast-paced environment.
• Time Zone: Ready to work in US time zone.

Requirements

• Industry Knowledge: Extensive knowledge in contact center best practices and industry standards.
• Disaster Recovery: Knowledge of disaster recovery processes to ensure business continuity.
• Workforce Optimization: Experience with Workforce Optimization (WFO) and Workforce Management (WFM) tools.
• CRM Integration: Experience with CRM and customer service platforms.
• Faxing: Familiarity with cloud-based faxing services.
• IT Service Management: Familiarity with IT Service Management (ITSM) frameworks and methodologies.
• Emerging Technologies: Knowledge of AI, chatbots, and other emerging technologies in the contact center space.
• Programming Skills: Experience with scripting or programming languages (e.g., SQL, JavaScript, or Python) for custom integrations and solutions.
• Agile Methodologies: Experience with Agile practices such as Scrum and Kanban for project management.
• Healthcare IT: Experience in healthcare IT.

Preferred Education & Certifications

• Degree: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent combination of education and work experience.
• Certifications: Cisco Certified Network Associate (CCNA) or other networking certifications.
• Contact Center Technology: Genesys Cloud CX Professional or equivalent certification in contact center technology.
• Specialist Certifications: Genesys Cloud CX Specialist Certifications.
• Implementation Engineer: NICE Certified Implementation Engineer.

Mandatory Requirements

• Employees must have a high-speed broadband internet connection with a minimum speed of 50 Mbps and the ability to set up a wired connection to their home network to ensure effective remote work.

Equal Opportunity Employer

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.