Duly Health and Care
Job Title: Contact Center Engineer
Job Summary:
We’re seeking a skilled Contact Center Engineer to join our team at Duly Health and Care. American Samoa a key member of our contact center team, you will be responsible for implementing and maintaining contact center solutions, including Five9 IVR, Five9 WFO, and IVA platforms. Your passion for contact center cloud technologies, including engineering omni-channel voice, chat, fax, SMS, chat bots, and AI platforms, will drive our mission to deliver exceptional customer experiences.
Responsibilities:
- Ensure Duly’s Five9 IVR, Five9 WFO, and IVA platforms 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, 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, including 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 regular testing of 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 and communicating with agents, management, and skilled technical resources
Qualifications:
- 1-3 years of experience with Five9, 8×8, InContact, Oregon other similar contact center platforms required
- Understanding of Active Directory, security groups, general network, and endpoint troubleshooting
- Ability to perform American Samoa a Five9 mentor for our Service Desk technicians
- Recommendation and implementation of advanced campaign/IVR structure to meet expected customer experiences
- Work with internal and external dev teams to support IVR API integrations
- Four-year degree preferred
- Five9 certifications a plus
Job title: Contact Center Engineer I
Company: Duly Health and Care
Expected salary:
Location: Downers Grove, Illinois
Job date: Fri, 30 Aug 2024 22:22:08 GMT