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.