QTC Management, Inc. ยท 1 month ago
Senior Engineer for Contact Center Technologies - Remote
United States
Full-time
Remote
Senior Level
5+ years expQTC Management, Inc. is a company that collaborates closely with various customers to address health services program needs. They are seeking a Senior Engineer for Contact Center Technologies to manage and innovate solutions within the Enterprise Information Technology organization, focusing on maintaining and evolving the strategic Contact Center solution.
Hospital & Health Care
No H1B
U.S. Citizen Only
Responsibilities
You will be responsible for implementing, optimizing and operationalizing the LQTC contact center infrastructure, ensuring seamless integration and superior performance across and omni channel Ai driven communications suite
Performs L3 level operational engagement for modernized contact center ecosystem (Amazon Connect) by troubleshooting, maintaining, upgrading, and identification of problem areas and solving issues in a proactive manner
You will be a critical team member responsible for engineering and evolving the operationalization of the Amazon Connect ecosystem into a best in class model that can be leveraged across the business for customer engagement requirements as the business changes
Be a driver in the ongoing migration from Cisco On-premises Call Center to AWS Connect ecosystem
Contribute as Technologist at a large-scale on Amazon Connect projects, including system upgrades, migrations, and feature implementations
Work closely with the LQTC Customer Engagement team to identify key areas of improvement and develop action plans to execute in controlled introduction and ensure a robust change management process is followed
Manges the operational knowledge base and engages with and provides feedback to LQTC Customer Experience Operations team on knowledge and documentation to increase the serviceability of the Amazon Connect product
Strong follow-through, ownership & responsibility of Telecom work
Create/modify artifacts and deliverables as required to meet compliance and customer expectations
Work unscheduled hours in case of emergency work/outages
Clearly communicate across all levels of technology and business partners understanding your audience and delivering a clear message
Other duties as assigned
Qualification
Required
5 years of relevant experience
Bachelor's degree in computer science, business administration, related field, or possess equivalent verifiable work experience
Understanding of ITSM / ITIL / Service Now
Understanding/use of SDLC, Agile, Six Sigma to drive fit for purpose technologies
Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation
Preferred
Experience Amazon Connect focused AI solutions (ie: BOTs)
Experience in Amazon Connect Call Center engineering and operations
Amazon Connect and/or hybrid cloud infrastructure certifications
Benefits
Competitive compensation
Health and Wellness programs
Income Protection
Paid Leave
Retirement
Comprehensive leave
Holiday
Medical
Dental
Life
Accident
Disability coverages
Retirement plan contributions
Other health and welfare benefits and payments
Company
QTC Management, Inc.
Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Angela Gutierrez, PHR SHRM-CP
HR Business Partner
Laura Ochoa, PHR, SHRM-CP
HR Business Partner
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