All the benefits and perks you need for you and your family:

• Benefits from Day One 
• Paid Days Off from Day One 
• Career Development  
• Whole Person Wellbeing Resources

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind, and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule:  Full-time

Shift: Days

Location: 6061 S WILLOW DR, Greenwood Village, 80111

 

The role you’ll contribute: 

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.

The value you’ll bring to the team: 

• 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.

Qualifications

The expertise and experiences you’ll need to succeed:

• KNOWLEDGE AND SKILLS REQUIRED: 

  • 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  

  • Workforce and Quality Management  

  • Virtual queuing and callback  

  • Reporting • Telephony configuration  

  • Programming skills  

  • SQL skills  

  • Document processes for cross training and audit purposes.  

  • 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 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.  

  • Is self-directed and capable of working with vendors to create statements of work. Follows through on the completion of work defined in the SOW’s  

  KNOWLEDGE AND SKILLS PREFERRED: 

  • Bachelor's degree in Management Information Systems, Computer Science or related discipline is preferred.  

  • Working knowledge of the following Contact Center technologies: Five9, Verint, Medallia 

  • Five9, Verint and/or Medallia certified  

  • 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  

  • SOAP/REST Web Services  

  • Experience supporting Automatic Speech Recognition, Text to Speech integrations

• High School Grad or Equivalent and four plus years experience

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

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