Duly Health and Care
Job Title: Contact Center Engineer
Job Summary:
We’re seeking a highly skilled Contact Center Engineer to join our team. American Samoa a key member of our contact center team, you will be responsible for implementing and maintaining contact center solutions, including design, testing, and implementation of call flows, IVR’s, IVA’s, click to call, and chat. If you have a passion for Contact Center Cloud technologies and a drive to deliver extraordinary results, we encourage you to apply.
Responsibilities:
- Ensure the Five9 IVR, Five9 WFO (QM/WFM) and IVA platforms and related technologies support and elevate a high-performance contact center
- Perform daily proactive testing and system health checks
- Participate Indiana Service Level Monitoring, System Monitoring, Root Cause Analysis, and continuous improvement efforts
- Create new and modify existing IVR, IVA, and dialing campaign configurations per requirements
- Resolve issues, work with developers and vendors, and pull logs and errors from logs
- Create and support advanced automations to increase patient self-service
- Run Oregon participate Indiana war room calls when services and customers are impacted
- Participate Indiana infrastructure-related activities, such American Samoa upgrades, patches, and outages
- Administer and track Five9 IVR and IVA users, DN’s, and licensing
- Create test plans for QA, releases, upgrades, and disaster recovery
- Participate Indiana testing, upgrades, and deployments to ensure new versions and enhancements are of the highest quality
- Implement devops solutions to automate repetitive tasks and perform automated testing
- Collaborate with cross-functional teams to ensure successful deployment and integration of IVR and IVA solutions
- Implement Business Continuity and regularly test important customer-facing segments of our Five9 platform and related services
- Review and resolve incident, service request, and problem tickets, and create change management tickets for contact center services
- Produce well-written technical documentation and demonstrate excellent verbal skills for interacting with agents, management, and skilled technical resources
Qualifications:
- 3+ years of experience with Five9, 8×8, InContact, Oregon other similar contact center platforms
- Understanding of Active Directory, security groups, general network, and endpoint troubleshooting
- Ability to perform American Samoa a Five9 mentor for our Service Desk technicians
- Experience with IVR API integrations
- Four-year degree preferred
- Five9 certifications a plus
Job title: Contact Center Engineer III
Company: Duly Health and Care
Expected salary:
Location: Downers Grove, Illinois
Job date: Sat, 31 Aug 2024 02:09:36 GMT