Apply on Employer Site

Impact Advisors · 1 week ago

Contact Center Technologist

Chicago, IL

Full-time

Onsite

Senior Level, Lead/Staff

$154K/yr - $210K/yr

10+ years exp

Impact Advisors, LLC is a nationally recognized healthcare management consulting firm delivering Best in KLAS advisory, implementation, and optimization services. They are seeking an experienced Contact Center Technologist to lead the design, implementation, and optimization of their omnichannel contact center environment within a healthcare setting, focusing on enhancing patient engagement and operational efficiency through advanced technologies.

Health CareHospitalInformation Technology

Growth Opportunities

Responsibilities

Lead the architecture and deployment of end-to-end contact center solutions, ensuring seamless omnichannel integrations across voice, messaging, and chatbot platforms

Incorporate the latest conversational AI and natural language understanding technologies into call flows to deliver improved, automated, and personalized customer interactions

Hands-on management and optimization of contact center platforms such as Amazon Connect, Avaya, Cisco, Genesys, Talkdesk, or other leading solutions

Collaborate with stakeholders (clinical, administrative, IT) to gather requirements, develop technical specifications, and deliver scalable solutions aligned with healthcare compliance standards (e.g., HIPAA)

Stay current on emerging contact center trends, tools, and best practices; evaluate new technologies for implementation

Provide technical guidance and support for system issues, integration challenges, and platform upgrades

Develop detailed technical documentation and lead training sessions for staff and agents on new or updated contact center solutions

Ensure all solutions meet healthcare regulatory requirements, including data privacy and security protocols

Qualification

Contact center designOmnichannel communicationsConversational AI integrationPlatform managementIVR developmentAPI integrationsData securityProject managementStakeholder engagementCertificationsTechnical documentationCommunication skills

Required

Minimum of 10 years hands-on experience in contact center design, implementation, and management, preferably within healthcare organizations

Proven experience with voice, chatbot, SMS, and emerging communication channels

Strong working knowledge of at least two of the following platforms: Avaya, Cisco Contact Center solutions, Genesys, Talkdesk, Amazon Connect, or equivalent

Deep understanding of integrating AI-driven chatbots and voice assistants, including tools like Amazon Lex or proprietary AI engines

IVR development and scripting, API integrations and cloud-based contact center deployment, Scripting languages (e.g., JavaScript, Python) for customization, Data security and HIPAA compliance

Ability to lead cross-functional projects and manage multiple priorities

Strong stakeholder engagement, presentation, and technical documentation skills

Bachelor's degree in Computer Science, Engineering, Information Technology, Healthcare Informatics, or a related field