Medica · 13 hours ago
CX Engineer/Developer - Telephony
Hopkins, MN
Full-time
Hybrid
Mid, Senior Level
$100K/yr - $143K/yr
7+ years expMedica is seeking an experienced CX Engineer / Developer who is innovative and strategic in telephony and cloud-based network engineering. The role focuses on engineering the telephony infrastructure and enhancing the contact center experience for both members and agents.
Health CareMedical
No H1B
Responsibilities
Responsible for Medic’s telephony infrastructure engineering with a focus on strategy and modernization of our contact center member and agent experience i.e. engineers contact center, phones, peripherals, and all network connectivity (circuits, protocols, vendors) needed to connect agents, members, and providers
Provides design, support, operations, and provisioning using the hierarchy of:
Member experience – our call center agents providing pre-authorizations can literally save someone’s life. That’s the top priority
Agent experience – working as a Call Center Agent can be demanding and complex. Designing efficiencies and overall tech use can make these Agents jobs better and more enjoyable
Medica leadership – systems that allow us to more efficiently and thoughtfully analyze member experience data, call tree process efficiency, and usage have a direct impact on our organizations success
Network Cost Containment
Provides Financial Operations (FinOps) associated with telephony and contact center technologies
Conducts analyses and identifies cost avoidance opportunities
Produces forecasts for telephony network costs
Right sizes telco costs through circuit provisioning, based on business capacity needs
Leads in assessment and optimization of hardware, software, and network design through review and analysis of user needs
Troubleshoots communication system issues
Monitors utilization levels and trends throughout the organization to determine if service levels are being met
Collaborates within ops organization and contact center business to ensure SLAs are understood and met
Participates in execution of a multiyear technology roadmap that includes growth through M&A activities and a transition towards cloud and Sass based technologies
Provides support on the selection, implementation, installation, and maintenance of all communications related systems
Assists with the assessment and optimization of hardware, software, and network design through review and analysis of user needs
Coordinates system and service changes with vendors and operational staff
Qualification
Required
Bachelor's degree or equivalent experience in related field
7 years of related work experience beyond the degree
Proven expertise in telephony design, modernization, support, and operations
Strong analytical, problem-solving, and communication skills
Proficiency in frameworks that span legacy systems to cloud based systems
Demonstrated design and implementation experience with CCAS such as RingCentral or Five9
Integration development experience with CRM tool such as Salesforce
Demonstrated leadership experience
Preferred
Healthcare industry experience is desired
Benefits
Competitive medical
Dental
Vision
PTO
Holidays
Paid volunteer time off
401K contributions
Caregiver services
Company
Medica
Medica is a company that provides health coverage to meet customers needs for health plan.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John Naylor
President and CEO
Jeni Alm
Vice President, Provider Partnerships and Solutions
Recent News
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