Staff Engineer, Contact Center Call Routing

at  CVS Health

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

POSITION SUMMARY

CVS Health is recruiting for a Staff Engineer to be part of a team of exceptionally talented engineers accountable for CVS’s dynamic contact center environment consisting of Avaya, Cisco, and Five9 technologies. This individual will provide technology strategy, direction, and support for the contact center call routing department at CVS Health. In this role, you will be responsible for designing, implementing, and maintaining our contact center on the Five9 and Cisco platforms including omnichannel communications to the contact centers.

You will make an impact by:

• Designing and supporting complex contact center solutions and call routing that incorporate technologies such as Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle SBCs (Session Border Controller), and Five9 Contact Center as a Service
• Engineer multi-vendor solutions that are fault resilient with integrations across the multi-vendor platforms
• Staying current with technology trends to effectively manage product portfolio in support of business needs
• Collaborating and driving effective partnerships across the enterprise technology functions to maximize alignment, efficiency, cost optimization and investments, and delivery
• Providing technical expertise integrating Five9 with other systems such as outbound dialers, CRM platforms, and IVR systems

REQUIRED QUALIFICATIONS

• 7+ years experience designing and implementing complex call routing utilizing AT&T’s ITPF/Route-it application and Verizon TFNM application.
• 7+ years of proven experience designing and implementing highly complex Five9 campaigns and solutions
• Five9 Certifications (i.e. Five9 Administrator, Five9 developer) or formal Five9 training
• 7+ years experience maintaining and creating taxonomy for a central repository for Contact Center and Telephony processes
• 7+ years providing training and support to other administrators of telecom platform

PREFERRED QUALIFICATIONS

• Ability to understand complex contact center business requirements (voice, chat, co-browse, text/SMS, click-to-call, Call back assist) and design solution resulting in resource efficiency and improve member and agent experience.
• Vast knowledge of provisioning TFNs (Toll Free Numbers), SIP refer terms, carrier prompts and protocols
• Collaborate with cross-functional teams to gather requirements, develop solutions, and implement customizations
• Strong knowledge Avaya CM, CMS, Cisco UCCE and Cisco ICM, and CC systems over various types of networks including work-from-home workers
• Working knowledge of monitoring and reporting tools such as AMCD, Cisco CUIC and Five9 Aceyus
• Possess troubleshooting and diagnostic skills regarding call flows, integrations with IVR, BOTs, SBCs and Avaya Session Manager
• Effective communication skills with the ability to effectively interact with technical and non-technical stakeholders
• Excellent problem-solving skills and ability to quickly troubleshoot complex technical issues

EDUCATION

Bachelor’s degree or equivalent experience (High School Diploma and 4 years relevant experience)

Please refer the Job description for details