Call Center Integrator

Leidos

54d • Remote

About The Position

Join our innovative Medical Health Support Contract team, where you'll play a vital role in delivering cutting-edge remote healthcare services to Military Health System beneficiaries. As part of this dynamic program, you'll collaborate with top professionals to enhance patient care through advanced telehealth technologies and streamlined processes. We're looking for passionate individuals who are ready to make a real impact, ensuring patients receive the best care no matter where they are. With a focus on excellence, security, and innovation, this is your chance to be at the forefront of healthcare's digital transformation. If you're driven by quality and a commitment to patient safety, this opportunity is your next career move. The Call Center Integrator role designs, implements, and maintains integrations in a 24x7 Amazon Connect and Salesforce-based call center environment. The ideal candidate will have expertise in configuring Amazon Connect contact flows, integrating Salesforce Service Cloud, and enabling seamless bilingual support and agentic AI capabilities. This role requires hands-on experience with AWS services such as Lambda, DynamoDB, and API Gateway, as well as Salesforce CTI (Computer Telephony Integration) to optimize call routing, real-time data exchange, and AI-driven customer interactions. The Call Center Integrator will collaborate with cross-functional teams to ensure high availability, scalability, and compliance with industry standards while delivering innovative solutions to enhance customer and agent experiences. Strong problem-solving skills, a proactive approach, and the ability to operate in a fast-paced, always-on environment are essential for success in this role.

Requirements

• Bachelors degree (or equivalent work experience) and 4+ years experience supporting and administering Salesforce environments.
• Strong technical skills in Salesforce and related server administration.
• Experience with AWS infrastructure.
• Excellent problem-solving and troubleshooting skills, with the ability to analyze complex issues and implement effective solutions.
• Ability to prioritize tasks and manage multiple projects simultaneously in a fast-paced environment.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with colleagues, stakeholders, and vendors.
• Ability to work independently and as part of a team.
• Proficient in navigating electronic systems, computer programs, and virtual service platforms.
• Requires a separate, quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home.
• Using a hot spot from a mobile device (tethering) or high latency ISP is not acceptable.
• Must be an U.S. citizen, speak fluent English, and able to maintain and retain suitability investigation and clearance as required.

Nice To Haves

• Experience with IVR capabilities, preferably Amazon Connect (IVR), is a major plus.
• Experience with AWS GovCloud.
• Experience testing web application deployments.
• Experience verifying mission area systems against authorized software configurations.
• Experience supporting cloud environments hosting software developed using Agile techniques (Scrum, Kanban) and Atlassian tools like Jira and Confluence.
• Veteran/military retiree and/or military spouse or Experience working with and/or for military communities.
• Experience in or supporting a Contact Center, Military/Veteran services, or healthcare environment.
• Come break things (in a good way). Then build them smarter.

Responsibilities

• System Integration and Implementation: Design, implement, and maintain integrations between call center systems, including telephony platforms, CRM tools, and workforce management software.
• Configure and optimize Interactive Voice Response (IVR) systems and Automatic Call Distribution (ACD) systems to improve call routing and customer interactions.
• Collaborate with vendors and internal teams to ensure seamless integration of third-party tools and applications.
• Implement cloud-based contact center solutions, such as Amazon Connect, Genesys, or Five9, to enhance scalability and flexibility.
• Technical Support and Troubleshooting: Monitor call center systems to ensure optimal performance and uptime.
• Diagnose and resolve technical issues related to system integrations, telephony, and software applications.
• Provide technical support to call center agents and supervisors, addressing system-related inquiries and concerns.
• Conduct root cause analysis for recurring issues and implement long-term solutions.
• Process Optimization and Automation: Identify opportunities to streamline call center workflows through automation and system enhancements.
• Develop and implement scripts, APIs, and other tools to automate repetitive tasks and improve efficiency.
• Collaborate with stakeholders to gather requirements and design solutions that align with business objectives.
• Data Analysis and Reporting: Configure and maintain reporting tools to provide insights into call center performance metrics, such as call volume, average handle time, and customer satisfaction.
• Analyze data to identify trends, bottlenecks, and areas for improvement.
• Generate and present reports to stakeholders, highlighting key findings and recommendations.
• Compliance and Security: Ensure that call center systems comply with industry regulations, such as GDPR, HIPAA, or PCI-DSS, as applicable.
• Implement security measures to protect customer data and prevent unauthorized access.
• Stay updated on compliance requirements and best practices to maintain a secure and compliant environment.
• Collaboration and Training: Work closely with call center managers, IT teams, and other stakeholders to align technology solutions with operational goals.
• Provide training and documentation to call center staff on new systems, tools, and processes.
• Act as a liaison between technical teams and business units to ensure effective communication and collaboration.

Benefits

• Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.
• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.
• More details are available here.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees