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Duly Health and Care · 18 hours ago

Five9 Engineer

Lisle, IL

Full-time

Hybrid

Mid, Senior Level

$79K/yr - $119K/yr

5+ years exp

Duly Health and Care is seeking a Five9 Engineer / IT Systems Analyst III to define system scope and objectives based on user needs and business requirements. This role involves analyzing complex business problems, documenting requirements, and building voice solutions for the Five9 contact center platform.

Health CarePersonal HealthWellness

Responsibilities

Serve as the Subject Matter Expert (SME) for at least one application or functional area

Understand the full application stack and resolve unique or complex issues

Identify and learn new applications or functionality areas to expand team expertise

Design, develop, and maintain utilities and applications to solve business problems

Assist in planning and analyzing software strategies and system upgrades. Support the planning, development, and maintenance of application interfaces

Foster a collaborative team environment and promote knowledge sharing across IT and operational partners

Provide coaching and training to IT staff and business partners

Work directly with end-users to resolve issues related to daily operations and system workflows

Mentor junior analysts and guide them through design, troubleshooting, and maintenance activities

Support digital website technologies and related system functions

Partner with physicians, leaders, and business users to identify needs and define system solutions

Help users understand system workflows and identify when enhancements or new workflows are required

Identify, analyze, and escalate risks and issues on critical initiatives

Analyze information and data to identify trends and recommend improvements

Define and communicate standards, guidelines, and best practices

Create system documentation, including requirements, release notes, test plans, and training materials

Coordinate with cross-functional support groups such as compliance and patient accounts

Perform additional duties as assigned

Qualification

Five9 contact centerSQL ServerProject managementSSISIISSharePointHealthcare experienceMulti-tier application designDatabase designAPIsHL7Analytical skillsOrganizational skillsProblem-solving skillsCommunication skillsLeadership abilityInterpersonal skills

Required

Bachelor's Degree in Information Technology (or 4 years of related experience)

Experience 5+ years in IT application support or development (with bachelor's degree). 9+ years of experience if candidate does not hold a bachelor's degree

Project management experience required

Demonstrated experience driving process improvements

Strong understanding of multi-tier application design

Familiarity with database design and usage

Excellent analytical, organizational, problem-solving, and project management skills

Strong communication skills with the ability to work effectively across all levels of the organization

Ability to remain calm and effective in high-pressure situations

Comfortable driving change and improving processes

Flexible and adaptable interpersonal style

Proven leadership ability and strong capability in managing application projects

Preferred

Master's Degree preferred but not required

Experience with SQL Server, SSIS, IIS, SharePoint, and website technologies is beneficial

Healthcare experience strongly preferred

Knowledge of APIs and HL7 is a plus

Benefits

Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.

Access to a mental health benefit at no cost.

Employer provided life and disability insurance.

$5,250 Tuition Reimbursement per year.

Immediate 401(k) match.

40 hours paid volunteer time off.

A culture committed to community engagement and social impact.

Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.