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Contact Call Center Engineer

New York, NY

Are you looking to be a big contributor to the growth of an innovative, venture-backed company looking to make an impact on the Health Care industry?

Do you thrive in a rapidly evolving, fast-paced environment requiring creativity, resourcefulness, high energy and an ability to adapt and change direction quickly?

Do you share our passion for enabling positive change within healthcare and helping patients with chronic conditions like diabetes?

If so, you could be a perfect fit for our team of like-minded professionals who share a common mission and passion for helping others and a desire to build a great company.

Cecelia Health is a high-growth, venture-backed health tech services company based in New York City. The company partners with pharmaceutical companies, payers and accountable care organizations to deliver a personalized, technology-

based approach to improving the lives of people living with diabetes and other chronic conditions. Founded in 2009, the company has a proven track record of results including 20% greater prescription adherence and demonstrable reductions in A1C values.

The company is a high-energy, results-oriented work place that believes our success, as well as the success of our customers and patients, relies primarily on a fantastic team with the passion, drive and skills to change the face of chronic condition management.

What you’ll do :

As a key member of the operations team, you will be responsible for configuration, reporting, training, support, maintenance, and overall improvement of the Five9 (Contact Center) system platform.

The successful candidate has prior experience as an engineer in contact centers environments and has hands-on experience with at least one major telephony manufacturer in the Contact Center space.

Candidates with Five9 experience should apply. Working knowledge Genesys PureCloud a plus :

Responsibilities

  • Contact Center Technology
  • Define call center requirements including list segmentation, campaign setup and IVR flows
  • Design and configure Call Center campaigns based on requirements defined (i.e. Predictive Dialing, IVR, Campaign Profiles, Contact List updates, Dial attempts, Data aggregation for reporting, New number requests, etc.)
  • Work with business managers to evaluate patient call volumes and resource capacity to determine optimal approach for each campaign (Predictive vs Manual dialing)
  • Determine and manage data load and refresh of optimal patient list segmentation for each campaign
  • Provides training and technical assistance to staff on Cecelia Health’s contact center technology software and related issues
  • Review call activity results and adjust configuration and strategy to optimize contact outreach
  • Ability to manage multiple tasks while simultaneously requiring very little direction and / or oversight
  • Create and pull reporting data on a consistent basis and effectively analyze data to identify problems and areas of improvement
  • Monitors applications to ensure compliance with licensing agreements and system availability.
  • Performs on-call or scheduled after hours work as required.
  • Qualifications / Skills

  • BA / BS or equivalent education / experience
  • Minimum of Three years of full-time, recent Contact Center Administration
  • Experience with Cloud based VOIP Technology
  • Experience with implementing one of the following call center solutions (Genesys, Five9) is required
  • Outstanding time management skills and self-starter attitude required
  • Strong knowledge of CRM, Dialer, VoIP, IVR and call center practices
  • OpenMay 01, 2019

    CloseAugust 09, 2019

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