Contact Center Call Routing Engineer

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 is recruiting for a Contact Center Call Routing 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 must have a proven track record in developing, administering, and supporting various Five9 omnichannel campaigns for Chat, secure messaging, outbound dialer, and post-survey campaigns.

You will make an impact by

• Designing and supporting complex contact center solutions and call routing that incorporate technologies within the Five9 Contact Center as a Service environment.

• Engineer 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

Additional Candidate Information:

This position provides an opportunity to work on projects involving leading edge communications technology in a collaborative team atmosphere. A broad range of skillsets among coworkers in the department provides a work environment that values innovation, diversity and inclusion. Employees work in a team environment comprised of highly skilled technologists from multiple departments.

Required Qualifications:

• 2+ years' experience designing and implementing complex omnichannel campaigns using Five9 Campaign manager, including

• Call routing campaigns

• Chat Campaigns - Create and maintain chat-based communication flows.

• Secure Messaging Campaigns - Design and manage secure messaging interactions.

• Outbound Dialer Campaigns - Configure campaigns, manage lists, and handle disposition adds/removals.

• Post-Survey Campaigns - Set up and support post-call/post-interaction survey initiatives.

• 2+ years designing, implementing, and operating contact center workflows and call flows

• 2+ years' experience integrating with Five9 (preferable) or other public cloud contact center system

Preferred Qualifications:

• Strong communication and leadership abilities, with a focus on collaboration across IT, systems, and workforce management teams.

• Ability to adapt to fast-paced environments and manage shifting priorities while maintaining high attention to detail.

• Understanding of Voice and Omnichannel call routing.

• Understanding of AT&T and/or Verizon Toll Free network manager (Network carrier voice routing)

• Working knowledge of monitoring tools such as AMCD

• Possess troubleshooting and diagnostic skills regarding call flows, integrations with IVR, BOTs, SBCs and SM.

Education:

Bachelor's degree or equivalent work experience

Pay Range

The typical pay range for this role is

$72,100.00 - $144,200.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (~~~)

We anticipate the application window for this opening will close on: 10/18/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.