IT Telecommunications Engineer – IV

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November 21

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Modivcare

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Healthcare Insurance • Transport

Modivcare is a company that focuses on simplifying the experience of living with complex healthcare needs by providing a comprehensive suite of supportive care solutions. They specialize in non-emergency medical transportation, personal care, and virtual & remote patient monitoring. Modivcare works closely with Medicaid Plans, State Agencies, Medicare Advantage, SNP Plans, health systems, healthcare professionals, and transportation providers, ensuring that members receive necessary health services. Through innovative technology and data-driven strategies, they address social determinants of health by offering services like quality transportation, chronic care management, meal delivery, and in-home assistance, aimed at optimizing patients' health outcomes and improving their overall experience.

10,000+ employees

Founded 2017

⚕️ Healthcare Insurance

🚗 Transport

💰 $525M Post-IPO Debt on 2024-07

📋 Description

• Configure and manage Genesys Cloud routing, queues, agent profiles, permissions, and reporting • Provide support for the organization's CCaaS (Genesys Cloud CX) platform • Expert experience with Genesys Cloud Architect, Genesys Cloud APIs, and Data Actions • Familiarity with CI/CD pipelines with version control (Git) and strong knowledge of REST APIs, JSON, OAuth, and microservices architectures • Designs and maintains contact center infrastructure including IVR/IVA omni-channel flows (chatbots, digital channels, and routing logic) • Participates in projects and new initiatives between telecom carriers, network, developers and telecom teams • Provides support for contact center related technologies like reporting, outbound campaigns, and WFM • Partners with telecom service vendors (Bandwidth, Veridas, Twilio, Google) on offerings and supports a combination of infrastructure design and maintenance • Works with network and server teams, and other IT departments to support and provision necessary infrastructure for telecom environments • Develops and maintains disaster recovery and business continuity plans for telecom and contact center systems, including regular testing and updates to ensure resilience in the event of disruptions • Continuously monitors and optimizes the performance of telecom and contact center systems, identifying and addressing bottlenecks, inefficiencies, and areas for improvement and optimization • Implements quality assurance processes for telecom services and contact center interactions, including monitoring call recordings, analyzing performance metrics, and providing feedback and coaching to improve service quality and customer satisfaction. • May support projects and perform other duties as assigned.

🎯 Requirements

• Bachelor's Degree preferred • Seven (7) plus years overall Telecom experience • Or equivalent combination of education and/or experience • Must have extensive knowledge of telecommunications technology systems and process skills • Must have minimum of 3 years of proven experience in Genesys Cloud Architect, demonstrating understanding, knowledge and execution in high volume contact center setting • PC literate, including knowledge of office productivity tools (MS Suite: Excel, Word, etc) • Communications skills (listening, speaking, writing, inquiring) • Ability to work under pressure and handle stress • Ability to participate in on-call schedule (after hours and weekend support) • Works well within a team environment as well as individually • Must have excellent organizational and coordination skills • Must demonstrate sound analytical skills • Must be able to self-manage tasks and projects and keep management informed of progress.

🏖️ Benefits

• Medical, Dental, and Vision insurance • Employer Paid Basic Life Insurance and AD&D • Voluntary Life Insurance (Employee/Spouse/Child) • Health Care and Dependent Care Flexible Spending Accounts • Pre-Tax and Post --Tax Commuter and Parking Benefits • 401(k) Retirement Savings Plan with Company Match • Paid Time Off • Paid Parental Leave • Short-Term and Long-Term Disability • Tuition Reimbursement • Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)