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Manager, Telephony Operations

| Chicago

The Telephony Operations Manager will lead our team of Telephony Engineers to provide strategic and technical services support for GoHealth’s telephony platform used by all of our inside sales departments. You are driven to stay ahead of the curve in conducting research on best practices and industry trends of contact center telephony technology and related topics. You will also lead all telephony related activities to partner with key stakeholders to identify contact center problems, assess their impact, formulate potential alternatives, and implement solutions. Candidates for this role can be based in our Chicago, IL or our Lindon, UT GoHealth locations

Responsibilities:

  • Lead, manage and mentor our team of Telephony Engineers that support our Five9 telephony solution that is utilized across our 3 US based contact centers
  • Act as a hands on manager that can both lead and when needed act as an individual contributor for all Engineering activities for our Five9 telephony solution
  • Serve as our technical subject matter expert for Five9 in leading our team through enhancements, technical support, and maintenance
  • Project management – ensure the timely delivery and completion of projects and maintain a high standard service level agreement
  • Represent the telephony department with new client / program requirements definition and implementation, best-practice recommendations and solutions
  • Oversee all telephony setup including call flow, routing, IVR, outbound dialer campaigns, SIP, etc. to support business requirements and optimize the customer experience
  • Ensure all IVR script and routing changes for the call center telephony are completed within SLAs

Skills and Experience:

  • Associate’s Degree, Bachelor’s Degree or applicable professional experience needed.
  • 2+ years leading, managing and mentoring a team of telephony engineers
  • Strong working knowledge of scaling, upgrading, and troubleshooting call center systems: Five9 experience preferred, but Cisco (UCCE), Avaya or Genesys experience given strong consideration.
  • 2+ years’ experience designing and implementing call flows, call routing, outbound campaigns, and IVR set up
  • Experience with telephony / data infrastructure as well as SIP, MPLS, VPN circuit, and VOIP.
  • Working knowledge of call center recording systems
  • Able to effectively plan and prioritize overall team workload and priorities to manage time effectively and accomplish assigned tasks on time

Benefits and Perks:

  • Open vacation policy
  • 401k program with company match
  • Medical, dental, vision, and life insurance benefits
  • Flexible spending accounts
  • Commuter and transit benefits
  • Professional growth opportunities
  • Casual dress code
  • Generous employee referral bonuses
  • Happy hours, ping-pong tournaments, and more company-sponsored events
  • Subsidized gym memberships
  • GoHealth is an Equal Opportunity Employer
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

Our company is in the River North area with plenty of coffee shops and restaurants. GoHealth is near the Chicago Brown line and bus stops close by.

What are GoHealth Perks + Benefits

Culture
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Pet Friendly
Acme Co.'s pet policy is Occasional bring your pet to work days.
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Career mentoring.
Customized development tracks

Additional Perks + Benefits

Happy hours, ping-pong tournaments, and more company-sponsored events. Gym Membership Subsidies
Company Sponsored Health & Wellness Initiatives. Employee Referral Bonuses. Open Vacation Policy.

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