Call Center/AI Engineer - Remote
: Job Details :

Overview

Contact Center/AI Engineer - Remote - Information Technology

Position Highlights:

* Full-Time, 40 hours

* Hours: Monday-Friday; 8 a.m. to 5:00 p.m.

* Location: Remote

Benefits:

* Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.

* Employer provided life and disability insurance.

* $5,250 Tuition Reimbursement per year.

* Immediate 401(k) match.

* 40 hours paid volunteer time off.

* A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.

* 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members.

The Contact Center/AI Engineer will focus on managing and optimizing our cloud contact center solution, while also taking on service desk tickets and participating in on-call duties. The ideal candidate will possess strong technical expertise, excellent problem-solving skills, and the ability to work collaboratively within a fast-paced environment.

Responsibilities

What you will do:

Under direct supervision of Information Technology leadership, the Call Center/AI Engineer will be responsible for:

* Contact Center Administration:

* Develop, troubleshoot, and optimize, the Five9 Cloud Omni-channel platform, including call flow scripts, voice recordings, voice bots, chatbots, SMS, email flow scripts, IVA self-service engines and end user configuration.

* Monitor and maintain the Five9 contact center and other voice platforms to ensure optimal performance and reliability.

* Implement and support telephony integrations with 3rd party adjunct API's

* Respond to and resolve service desk tickets related to Five9 and other voice-related technologies in a timely manner.

* Provide tier two-level support to users, troubleshooting issues and escalating complex problems as needed.

* Escalate service impacting issues with 3rd party vendors while coordinating and communicating with the Duly Health Incident Management team

* Provide training and support to end-users, and managers to enhance their understanding and effective use of the Five9 platform including WFM.

* On-Call Duties:

* Participate in an on-call rotation to provide after-hours support for critical voice services and systems.

* Proactively monitor system performance and address any issues that arise during off-hours.

* Documentation and Reporting:

* Maintain accurate documentation of system configurations, processes, and procedures.

* Create and refine existing knowledgebase articles to empower end users and reduce service requests.

Qualifications

Experience:

* Five or more years' experience with Five 9 platform and adjuncts.

* Strong understanding of VoIP technologies, telephony systems, and call center operations and design.

* Experience with service desk tools and ticketing systems.

* Excellent troubleshooting skills and the ability to diagnose and resolve technical issues quickly.

* Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.

* Ability to work independently and collaboratively in a team environment.

* Working knowledge of Nice InContact and Cisco CUCM is a plus

* Experience with LLM's, NLM, IVA scripting, and APIs.

* Experience with scripting or programming for automation tasks.