Sr. Contact CTR & VoIP Technology Engineer

Why Choose Jefferson Health Plans?

We are an award-winning, not-for-profit health maintenance organization offering Medicaid, Medicare, and Children’s Health Insurance Program (CHIP) plans that include special benefits to improve the health and wellness of our members. We are committed to creating a community where everyone belongs, acknowledges, and celebrates diversity and has opportunities to grow to their fullest potential.

While this job currently provides a flexible remote option, due to in-office meetings, training as required, or other business needs, our employees are to be residents of PA or the nearby states of DE or NJ.

Perks of JHP and why you will love it here:

• Competitive Compensation Packages, including 401(k) Savings Plan with Company Match and Profit Sharing 
• Flextime and Work-at-Home Options
• Benefits & Wellness Program including generous Time Off 
• Impact on the communities we service 

We are seeking a talented and enthusiastic Senior Contact Center Engineer to join our team!

Functioning as a Senior Contact Center Engineer, this individual install, maintains, and operationally supports all telecommunications systems, infrastructure and related hardware/software, including but not limited to, Voicemail, Genesys Pure Cloud, Workforce Management and other call center applications.  Ensure customer satisfaction with all telecommunications systems supported, research applicability of new technology in response to customer needs and plan/implement those technologies identified to meet the business needs.  

As the Senior Contact Center Engineer, your daily duties may include: 

• Plan, design, implement, and support complex multi-vendor Telephony Platforms
• Act as a technical expert in the Contact Center/Workforce Management platforms, clearly communicating the capabilities and limitations of the system.
• Develop, test, and implement Contact Center applications and technology through projects and initiatives. 
• Demonstrated ability to analyze issues and identify root cause to resolve issues.
• Ensure peak system and product performance.
• Understanding desktop concepts/technology for client support of voice technologies.
•  Demonstrates logical problem-solving skills with the ability to prioritize and multi-task with accountability and follow-through.
• Ability to work in a team environment and take direction from management and supervisors.
• Manages trouble tickets to identify trends and details of a reported problem and assists with customer and vendor interaction for resolution of problems found.
• Develop and maintain telecommunications documentation, including but not limited to, project status reports, inventory files, backup and other workload schedules, process, and procedure instructions – both technical and client, etc. 
  
  

Qualifications 

• Bachelor of Science degree in Computer Science, equivalent technical certification or experience.
• Minimum of Five (5) years relevant experience in administering, defining, designing, deploying, and supporting telecommunications systems including Call Center application support and other telephony protocols. 
• Five years with telephone application software, such as Contact Center and workforce management solutions, voice mail also with 5 years of experience with software applications such as the MS Office Suite and MS/Windows.  

 Skills, We Value: 

• Deploying and troubleshooting Contact Center solutions: 5 Year
• Experience with Call Center auditing, using tools within Genesys, Salesforce, or other similar products.
• Experience designing, implementing and maintaining Workforce Management solutions.
• Prefer experience with cloud based products Genesys/Interactive Intelligence CIC preferred.
• Demonstrated ability to analyze communications platform issues and identify root cause to resolve issues.
• Able to partner and work with vendors for hardware and/or software support.
• High degree of self-motivation.
• Must exhibit excellent oral and written communications skills.  
• Genesys/Interactive Intelligence CIC experience required.
• Workforce Management, preferably within the Genesys/CIC platform.
• Cisco, Networking and VoIP technology experience a plus.
• Experience with Call Center auditing – Genesys or other similar products