Contact Center Engineer Dallas TX Remote

Job Title: Contact Center Engineer
Select employment type: Contract
Locations: Dallas TX (Remote)

Job Description:
Democratizing healthcare means facilitating equal access to high quality care at fair prices for our membership without regard to age ability gender geography race color sexual orientation identity religion or socioeconomic status. As the leader in our space we understand that being a diverse equitable and inclusive organization is key driver of our success and fosters innovation growth creativity and accountability. Our company is growing and we are looking for a contact center engineer to join our IVR technologies team. This role will be responsible to design implement administer integrate maintain and support capabilities used by our services center.

Responsibilities:

• Develops implements integrates administers maintains and supports the Nice InContact CCaaS platform including all contact channels (voice chat and email).
• Provides support for development implementation and live production.
• Contributes to and maintains processes and standard operating procedures (SOPs).
• Analyze design implement and support contact center solutions to meet the technical and business requirements.
• Act as the subject matter expert for contact center team to support business requirements Provide Tier 3 Team escalation and interface w/Vendors to resolve all issues as needed.
• Pilot emerging technologies to maintain and increase the businesss competitive advantage run projects from end to end related to contact center.
• Maintain system documentation and knowledge base articles for the support of contact center applications.
• Develop and implement training materials.

Requirements:

• B. S. in Computer Science MIS or related field; or 5 years of related work experience .
• Minimum of 5 years experience in contact center technologies.
• Understanding of contact centerasaservice (CCaaS) and operations
• Demonstrated ability to design and build contact flows based on business requirements.
• Experience with CCaaS vendors such as NICE Incontact Five9 Genesys Amazon Connect etc .
• Experience with CTI integration with CRMs such as Salesforce MS dynamics etc.
• Ability to multitask and prioritize assigned work according to business need and priorities.
• Strong analytical skills and the ability to perform root cause analysis.
• Selfmanaged; ability to work well independently and in a global team environment.
• Business acumen and the ability to communicate to business domain stakeholders and technical staff alike.

Handson experience with scripting languages such as Python Java etc