GoHealth
We're disrupting the health insurance industry with our digital platform.

Telephony Engineer at GoHealth (Remote)

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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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Where we are

Our headquarters are located in the River North area of Chicago. Located steps from the Chicago Brown Line stop on the CTA.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • BashLanguages
    • ReactLibraries
    • PandasLibraries
    • Scikit-LearnLibraries
    • NumpyLibraries
    • DockerLibraries
    • JenkinsLibraries
    • SpringFrameworks
    • TensorFlowFrameworks
    • SpringbootFrameworks
    • AWSFrameworks
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • BlueshiftCRM
    • MarketoLead Gen
    • AmplitudeLead Gen
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What are GoHealth Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Unconscious bias training is completed by all employees and key leaders.
Diversity manifesto
Diversity Employee Resource Groups
At GoHealth you will find a very interactive [email protected], WomeninSales, Black Lives Matter ERGs to name a few. We continue to empower employees to create employee resource groups within
Hiring Practices that Promote Diversity
From our gender neutralized job descriptions that encourage women and underrepresented groups to apply,to our interview practices, GoHealth strives to promote diversity when hiring.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
GoHealth provides all employees access to our Employee Assistance Program (EAP) which provides well being and financial assistance. Our open PTO policy is also available for mental health days.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
We have recently become public and will allow employees to purchase stock during certain times.
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 6 weeks of paid recovery time for new mom's and two weeks of bonding time to all new parents.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Pre-COVID 19, GoHealth sponsored children's day by celebrating GoHealth families.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Our employees are encouraged to use our open PTO policy towards volunteering.
Paid Holidays
Paid Sick Days
Employees can use our open PTO policy towards sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Pre-COVID-19 Our game room includes Ping Pong, Video Games.
Stocked Kitchen
Happy Hours
Pet Friendly
Recreational Clubs
We have runners groups, volleyball groups and other
Fitness Subsidies
Home Office Stipend for Remote Employees
All GoHealth employees receive a work from home stipend to improve their WFH environment.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Access to LinkedIn Learning has been provided to all employees as part of their professional and personal growth.
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

In addition to virtual company wide sponsored Health & Wellness Initiatives, employee referral bonuses, open vacation policy, we offer a work from home stipend to all new employees. We know that this pandemic has been difficult and working from home is a change. Every new employee receives access to a Work From Hope stipend to purchase items that will make your work from home experience much more comfortable.

An Insider's view of GoHealth

How would you describe the company’s work-life balance?

On the Technology team, we're actively encouraged to use our PTO and to leave work at the office. People are understanding that sometimes life doesn't follow a set schedule, and perks like massages and discounted gym memberships also help with prioritizing your well-being.

Joyce

Software Engineer II

What makes someone successful on your team?

To be successful on Operational Analytics, you have to create solid relationships with your business stakeholders. Those relationships are immensely helpful when it comes to completing urgent requests, furthering your business context, and gaining new responsibilities. They can also be what makes the next step of your career come to fruition.

Jaime

Senior Data Analyst

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