Senior Manager, Telecom Analytics & Reporting

Judi Health•Denver, CO

2d•$115,000 - $115,000•Remote

About The Position

About Judi Health Judi Health is an enterprise health technology company providing a comprehensive suite of solutions for employers and health plans, including: Capital Rx, a public benefit corporation delivering full-service pharmacy benefit management (PBM) solutions to self-insured employers, Judi Health™, which offers full-service health benefit management solutions to employers, TPAs, and health plans, and Judi®, the industry’s leading proprietary Enterprise Health Platform (EHP), which consolidates all claim administration-related workflows in one scalable, secure platform. Together with our clients, we’re rebuilding trust in healthcare in the U.S. and deploying the infrastructure we need for the care we deserve. To learn more, visit www.judi.health. Senior Manager Telecom Analytics and Reporting wanted in NYC to Design and implement interactive voice response (IVR) workflows that improve the call experience for potential enrollees, members, clients, providers, brokers, and other users. Partner with customer facing contact center teams to develop technical solutions. Develop and deploy contact center technical standards across virtual call center globally. Identify opportunities to leverage existing technology solutions and new technical solutions to improve customer, client, provider and agent experiences. Design and document technical solutions, including architectural documents, engineering design documents and operational documentation. Serve as an IVR escalation point. Develop standard operating procedures for support of technical solutions. Ensure adequate system capacity to support business growth projections. Oversee all IVR projects from inception to implementation and post cut-over support. Responsible for overall design, expansion, and enhancements of IVRs and call flows. Design and deploy new applications with other IT systems integration for other products. Develop applications that can retrieve data using various data sources and data types through internal ingestion systems. Collaborate across stakeholders including IT, Engineering, Product, and Vendor resources to successfully deliver projects. Use experience designing and deploying complex contact center solutions leveraging InContact CXOne platforms and technologies. Use InContact Studio, IEX, Thin Agent, MAX Agent, and DID configuration. Use Central, CXOne, and InContact's reporting and analytics tools. Use ability to integrate InContact platforms with other technology. Use voice-centric programming languages and industry standard call recording platforms. Design solutions that balance both customer's needs and aligns to IT's technology roadmap. Use understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers. Option to telecommute. Bachelor’s degree in Information Technology or Computer Science plus 6 months of experience in job offered or similar occupation. Salary: $115,000/yr. Send resume to: P. Nevins, Capital Rx, 228 Park Avenue South, Suite 87234, NY, NY 10003.

Requirements

Use experience designing and deploying complex contact center solutions leveraging InContact CXOne platforms and technologies.
Use InContact Studio, IEX, Thin Agent, MAX Agent, and DID configuration.
Use Central, CXOne, and InContact's reporting and analytics tools.
Use ability to integrate InContact platforms with other technology.
Use voice-centric programming languages and industry standard call recording platforms.
Design solutions that balance both customer's needs and aligns to IT's technology roadmap.
Use understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers.
Bachelor’s degree in Information Technology or Computer Science plus 6 months of experience in job offered or similar occupation.

Responsibilities

Design and implement interactive voice response (IVR) workflows that improve the call experience for potential enrollees, members, clients, providers, brokers, and other users.
Partner with customer facing contact center teams to develop technical solutions.
Develop and deploy contact center technical standards across virtual call center globally.
Identify opportunities to leverage existing technology solutions and new technical solutions to improve customer, client, provider and agent experiences.
Design and document technical solutions, including architectural documents, engineering design documents and operational documentation.
Serve as an IVR escalation point.
Develop standard operating procedures for support of technical solutions.
Ensure adequate system capacity to support business growth projections.
Oversee all IVR projects from inception to implementation and post cut-over support.
Responsible for overall design, expansion, and enhancements of IVRs and call flows.
Design and deploy new applications with other IT systems integration for other products.
Develop applications that can retrieve data using various data sources and data types through internal ingestion systems.
Collaborate across stakeholders including IT, Engineering, Product, and Vendor resources to successfully deliver projects.