Call Center/AI Engineer – Remote

Job Description

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.

Apply

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