Senior Engineer, Contact Center Technology & Design

Mercalis•Morrisville, PA

About The Position

As the Senior Engineer Contact Center Technology & Design, you will join our team on a journey to help eliminate barriers for patients, increase their access to medications, and help them receive lifesaving treatments while working in an environment that nurtures you. This role is responsible for the design and implementation of all Contact Center related activities within the organization. This position will help to manage, design, implement and support telecom technologies that are used in multiple call centers within Valeris. This position is also responsible for coaching and leading by example the team that provides frontline administration and support regarding daily operational technology tools to the Contact Center Operational Teams.

Requirements

5+ years working with IVR, design and routing configuration within a Contact Center environment
Strong mentoring and relationship building skills with ability to effectively manage a team.
Must be able to prioritize and execute tasks in a high-pressure environment.
Experience managing a Contact Center Enterprise environment (admin interfaces and setup) with additional tools that support adjacent Contact Center functions.
Self-motivated and willing to take initiative on multiple company projects.
Excellent verbal and written communication skills for technical and non-technical staff.
Excellent follow through and initiative.

Responsibilities

Provide strong, dynamic leadership that mentors, develops, and guides team members to leverage the value of tools and technologies that support Contact Center Operational Teams within the organization.
Gather, analyze and document business requirements related to Contact Center technologies.
Design and customize IVR flows and call routing based on organizational structure for each new business requirement.
Translate client requirements into operational solutions and advise on scope, level of effort and delivery timelines.
Work directly with technology resources to utilize current assets and also understand new tools that will be needed to support our growth.
Investigate and/or implement new Contact Center Technology that will be needed to support operational functions.
Oversee administration of all related Contact Center technology platforms.
Track license consumption and assist with scheduled audits of Contact Center user licenses.
Coordinate with vendors for support Contact Center initiatives as directed by the business.
Work with Contact Center Operations, Service Desk, and System Administration teams to coordinate maintenance windows and ensure uptime in a 24/7 Call Center.
Ensure that system processes and changes are documented and follow a standardized Change Request.