Contact Center Engineer

CVS Health•Work At Home-Connecticut, CT

5d•$79,310 - $158,620

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The Contact Center Engineer supports the security, compliance, and day-to-day operational governance of contact center applications and infrastructure. This entry-level role helps maintain a secure, well-documented, and audit-ready environment across contact center platforms including Cisco, Avaya, and Five9. This role will partner with technical and cross-functional teams to track vulnerabilities, support access governance, monitor change activity, maintain compliance records, and produce operational documentation and reporting.

Requirements

3+ years of experience in IT security, compliance, or technology governance concepts
2+ years of experience with Microsoft Office tools such as Excel, Word, and PowerPoint
Strong attention to detail and follow-through
Willingness to learn contact center technologies and security-related processes
Ability to stay organized in a fast-paced operational environment
Comfort working across teams to coordinate tasks and documentation
Interest in developing technical, security, and compliance knowledge within a contact center environment

Nice To Haves

Exposure to contact center technologies such as Cisco, Avaya, or Five9
Exposure to security vulnerability tracking, audit support, access governance, or compliance-related work
Strong organizational skills and attention to detail
Ability to track multiple tasks, follow established processes, and maintain accurate documentation
Strong written and verbal communication skills
Ability to work effectively with technical teams, business partners, and vendors
Experience creating process documentation
Familiarity with incident tracking, change management, or vendor coordination processes

Responsibilities

Support low-level governance activities related to contact center security, compliance, and operational controls
Track and help coordinate remediation of security vulnerabilities across Cisco, Avaya, Five9, and related contact center infrastructure
Support user access requests, access reviews, and related documentation to help maintain appropriate system access controls
Track FTC audits and assist with collecting, organizing, and maintaining supporting information and follow-up items
Monitor change controls and help ensure required approvals, documentation, and implementation coordination are completed
Track required compliance and security training for the team and follow up on completion status as needed
Support third-party vendor risk assessment tracking and coordination with internal and external partners
Create and maintain team documentation including knowledge articles, process documentation, and operational guides
Assist with reporting, recordkeeping, and process support to help maintain a secure, compliant, and well-managed contact center environment