Judge Healthcare is currently seeking a fully Remote Sr. Contact Center Engineer for one of our top healthcare clients in the Greater Philadelphia area.
Location: Remote, but candidate must live in PA, NJ or DE
Job Type: Permanent
Hours: 8:00am - 5:00pm / Monday - Friday
Develop integration plans and documentation as well as hands-on engineering of all voice, contact center, and integration components in a project.
Participate in the concept, design, integration, validation, and implementation of cloud/premise-based voice, contact center, and integration engineering tasks or projects.
Support IT initiatives including strategic planning and project leadership.
Provide technical support and operational assistance as required for project implementation, turn-up, and post-cutover support.
Provide system life cycle support planning including impact analyses, cost analyses, requirements analyses, design and engineering, and integration and implementation planning and services.
Provide analysis and recommendations for design, builds, and implementation of new systems and increased capacity.
Develop technical specifications, which can be incorporated into RFPs, proposals, information papers, etc.
Participate in teams responsible for vendor selections and technical evaluations and participate in contract negotiations.
Create comprehensive planning and as-built diagrams that depict the logic and customer experience from initial contact to agent handling or self-service IVR, CRM integration, or other business applications.
Create same for different audiences, engineers or management.
Interface with vendors, evaluate and test new customer engagement services, costing technology solutions.
Perform other related duties as assigned.
Collect and submit historical metrics, as required by leadership, from customer engagement platforms.
Provide real-time or near-time utilization metrics as required.
Supports the entire customer engage infrastructure.
Bachelor’s degree in computer science, computer engineering, related field, or equivalent experience is required.
Minimum of 3-5 practical experience in contact center operations, administration, and technology infrastructure in premise or cloud-based multi or omni-channel contact center technology and operations.
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