engineering
Posted Apr 29Engineer, Contact Center Technology
at Evolent
Pune, IndiaRemote
Responsibilities
- Support and Maintenance: Manage and provide ongoing support for key telephony and contact center technologies, including PBX, ACD, IVR, CTI, Dialer Campaigns, Surveys, Fax, and Workforce Management systems.
- Troubleshooting & Issue Resolution: Proactively diagnose, troubleshoot, and resolve technical issues, ensuring minimal disruption to contact center operations.
- Design & Configuration: Design, configure, test, and maintain contact center call flows, system updates, and integrations to optimize system functionality.
Requirements
- Evolent Health International (Pune, India) has been certified as “Great Places to Work” in 2021.
- The ideal candidate will possess a robust technical background, comprehensive knowledge of contact center platforms, a commitment to optimizing customer
- experience in troubleshooting and resolving complex software, hardware, and network issues.
- experience in supporting and managing telephony and contact center technologies, including PBX, ACD, IVR, CTI, and Workforce Management systems.
- experience in system configuration, troubleshooting, and ongoing support. Platform
- experience with Genesys and NICE cloud-based contact center platforms.
- Operational Insight: Deep understanding of contact center operations, including call routing, queuing, reporting, and analytics.
- experience working with cross-functional teams, including IT, business stakeholders, and third-party vendors.
- Security Awareness: Knowledge of IT security best practices and their application within contact center environments.
- Experience in system testing, deployment, and integration processes.
- Communication Skills: Exceptional communication skills, both written and verbal, with the ability to translate complex technical concepts for non-technical stakeholders.
- Ability to work in a dynamic environment, including the ability to manage and prioritize tasks while maintaining a service-oriented work ethic.
- Industry Knowledge: Extensive knowledge in contact center best practices and industry standards.
- Disaster Recovery: Knowledge of disaster recovery processes to ensure business continuity.
- Experience with Workforce Optimization (WFO) and Workforce Management (WFM) tools. CRM Integration:
- Experience with CRM and customer service platforms.
- Faxing: Familiarity with cloud-based faxing services.
- IT Service Management: Familiarity with IT Service Management (ITSM) frameworks and methodologies.
- Emerging Technologies: Knowledge of AI, chatbots, and other emerging technologies in the contact center space. Programming Skills:
- Experience with scripting or programming languages (e.g., SQL, JavaScript, or Python) for custom integrations and solutions.
- Experience with Agile practices such as Scrum and Kanban for project management.
- Experience in healthcare IT Preferred Education & Certifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent combination of education and work experience.
- Cisco Certified Network Associate (CCNA) or other networking certifications
- Genesys Cloud CX Professional or equivalent certification in contact center technology
- Genesys Cloud CX Specialist Certifications
- NICE Certified Implementation Engineer #LI Remote To ensure a secure hiring process we have implemented several identity verification steps, including submission of a government issued photo ID.
- All candidates must complete a comprehensive background check, in-person I-9 verification, and may be subject to drug screening prior to employment.
- The use of artificial intelligence tools during interviews is prohibited and monitored.
- Requirements: Employees must have a high-speed broadband internet connection with a minimum speed of 50 Mbps and the ability to set up a wired connection to their home network to ensure effective remote work. These
Benefits
- Your Future Evolves Here Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered.
Additional details
- Our pursuit of this mission is the driving force that brings us to work each day.
- We believe in embracing new ideas, challenging ourselves and failing forward.
- We respect and celebrate individual talents and team wins.
- We have fun while working hard and Evolenteers often make a difference working in everything from scrubs to jeans.
- In 2021 we grew our teams by almost 50% and continue to grow even more in 2022.
- Are we recognized as a company you are supported by for your career and growth, and a great place to work? Definitely.
- In 2020 and 2021 Evolent in the U.S. was both named Best Company for Women to Advance list by Parity.org and earned a perfect score on the Human Rights Campaign (HRC) Foundation’s Corporate Equality Index (CEI).
- This index is the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality.
- We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day.
- If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission.