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Telephony Engineer

North Carolina

GoHealth is seeking a talented Telephony Engineer – Contact Center to provide strategic and technical services to all of GoHealth’s contact center applications used by all organizations (Member Services, Exchange, and BPO) in the areas of software operations, system enhancement and configuration, knowledge management, and training. This role will partner with internal customers to identify contact center problems, assess their impact, formulate potential alternatives, and implement solutions.

Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. GoHealth encourages you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.

Responsibilities:

  • Serve as a subject matter expert for contact center systems including but not limited to Five9
  • Provide technical support for all contact center systems and technical tools
  • Ensure SLAs are met or exceeded for technology changes, enhancements and projects
  • Conduct business and technical requirement analysis, testing, and execution in support of the development of GoHealth’s contact center systems enhancements (software and hardware)
  • Work as the VoIP Administrator with Contact Center systems support, maintenance, and enhancements
  • Ensure all script and routing changes for the contact center telephony are completed within SLAs
  • Identifie and learns appropriate software and hardware used and supported by the organization
  • Perform hands-on fixes at the desktop or application level including; installing and upgrading software, installing hardware, implementing appropriate data storage, and configuring contact center systems and applications
  • Serve as lead on all GoHealth’s Contact Center systems for all inquiries pertaining to system configuration, system upgrades, proper data storage and user access
  • Work with IT staff to implement system enhancements and bug fixes
  • Available by cell phone to assist in coordination of system outages –  24 hours a day / 7 days a week

Skills and Experience: 

  • AS or BS / BA Degree required 
  • 2+ years of experience working in an IT or contact center environment
  • Strong working knowledge and experience installing, upgrading and troubleshooting VoIP call center systems – Five9 experience preferred
  • VoIP certifications in Five9 or similar systems considered a strong plus
  • Experience working with contact center workforce management and recording systems
  • IVR scripting experience a strong plus 
  • Experience with outbound dialer campaigns – Five9 experience preferred
  • High proficiency in the ability to acquire and learn new skills in software, data development and analytics
  • Strong customer service aptitude, teamwork and relationship management skills
  • Excellent organizational and process management skills, workflow prioritization and project management

Benefits & Perks:

  • Open vacation policy because work life balance is important
  • 401k program with company match
  • Employee Stock Purchase Program
  • Medical, dental, vision, and life insurance benefits
  • Paid maternity and paternity leave
  • Professional growth opportunities
  • Generous employee referral bonuses
  • Employee Resource Groups
  • Work from Home Stipend
  • GoHealth is an Equal Opportunity Employer

Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities’ and the CDC.

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