Contact Center Engineer I - Duly Health and Care

Good enough isn’t for us. Duly Health and Care’s team members show up every day driven to exceed expectations. We see and support the remarkable in every person within and beyond the walls of our work.

Duly Health and Care works to understand what matters most to you. We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives. We invest in helping our team members develop their talents in a way that is rich in personal meaning.  We invite you to join us, fulfill your purpose and make your mark!

Holistic benefits designed to help our team members flourish in all aspects of their lives, including: 

• Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.
• $5,250 Tuition Reimbursement per year. 
• 40 hours paid volunteer time off. 
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact
• Wellness program that includes complimentary subscriptions to Noom and Calm apps. 
• 12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members. 
• 401(k) Match
• Profit-sharing program 

Are you ready to challenge the expected to deliver the extraordinary?

• This position will be responsible for implementing contact center solutions, design, testing, implementation of call flows, IVR’s & IVA’s, click to call, & chat. Bring a passion for Contact Center Cloud technologies, including Engineering Omni channel voice, chat, fax, SMS, chat bots, and AI platforms.

The Journeys and Adventures that Await

• Ensures Duly’s Five9 IVR, Five9 WFO (QM/WFM) and IVA platforms and related technologies support and elevate a high-performance contact center.
• Daily proactive testing and system health checks
• Participate in Service Level Monitoring, System Monitoring, Root Cause Analysis, and continuous improvement efforts
• Create new and modify existing IVR, IVA, and dialing campaign configurations per requirements
• Responsible for resolving issues, working with developers and vendors, pulling logs and errors from logs.
• Create and support advanced automations with the goal of dramatically increasing patient self-service.
• Run or participate in war room (technical and critical) calls when services and customers are impacted.
• Participate in infrastructure related activities (Upgrades, Patches, Outages etc.).
• Administration/Tracking of Five9 IVR and IVA Users, DN’s and Licensing
• Create test plans for QA, releases, upgrades, and disaster recovery
• Participate in testing, upgrades and deployments ensuring new versions and enhancements are of the highest quality.
• Implement devops solutions to automate repetitive tasks and perform automated testing.
• Collaborate with cross-functional teams, including developers, network engineers, project managers, and operations, to ensure successful deployment and integration of IVR and IVA solutions.
• Business Continuity implementation and regular testing of important customer-facing segments of our Five9 platform and related services
• Review all new and open incident, service request, and problem tickets and work with team to resolve as well as creating change management tickets for contact center services.
• Produces well written technical documentation and demonstrates excellent verbal skills as needed for interacting and communicating with agents, management and skilled technical resources.
• Engaged problem solver who perseveres in challenges through to a swift resolution.
• Focus on customer success and customer experience during troubleshooting and resolution.
• Available afterhours for emergency situations
• Participate in on call rotation, to provide support coverage outside of standard business hours.
• Coordinate and improve existing call flows based on service metrics and user experience. (Agent and Customer-facing)

The Experiences You Bring

• 1-3 years of experience with Five9, 8x8, InContact or other similar contact center platforms required.
• An understanding of Active Directory, security groups, general network and endpoint troubleshooting
• Be able to perform as a Five9 mentor for our Service Desk technicians
• Recommend and implement advanced campaign / IVR structure to meet expected customer experiences
• Work with Internal and External dev teams to support IVR API integrations
• A four-year degree preferred
• Five9 certifications a plus