Company Description

GoHealth has an ambitious mission: to improve the health care system in America. Achieving this mission relies on hiring and developing great people, which is why our team is our top priority. We encourage employees to do their best work through innovation and risk taking. Our environment is fun yet constructive, thanks to leaders whose doors are always open. And most importantly, we’ll never stop investing in you and your career.

Job Description

The Telephony Engineer – Contact Center provides strategic and technical services to all of GoHealth’s contact center applications used by all organizations (Member Services, Exchange, and Enterprise Solutions) 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.

Duties & Responsibilities:

• Serves as a subject matter expert for contact center systems including but not limited to Five9 and IEX
• Provides technical support for all contact center telephony systems and technical tools
• Ensures SLAs are met or exceeded for technology changes, enhancements and projects
• Conducts business and technical requirement analysis, testing, and execution in support of the development of GoHealth’s contact center systems enhancements (software and hardware)
• Works as the VoIP Administrator with Contact Center telephony systems support, maintenance, and enhancements
• Ensures all script and routing changes for the contact center telephony are completed within SLAs
• Identifies and learns appropriate software and hardware used and supported by the organization
• Performs 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
• Serves as lead on all GoHealth’s Contact Center systems for all inquiries pertaining to system configuration, system upgrades, proper data storage and user access
• Works 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

Key Success Factors:

• Accountability: accepts full responsibility for the contributions to the business and for the quality of their work
• Customer Service Focus: understands that he/she has internal and external customers to whom he/she provides services and information
• Initiative: identifies what needs to be done and takes action before being asked; often making proposals to leadership on possible solutions
• Planning & Organizing: planning and prioritizing work to manage time effectively and accomplish assigned tasks on time
• Thoroughness: ensuring that one’s work is complete and accurate
• Adaptability and Flexibility: being open to change, considers variety of issues that exist and recommends possible solutions
• Teamwork: promotes cooperation and commitment within a team to achieve goals and deliverables
• Attention to Detail: diligently attends to details and data integrity; pursues quality in accomplishing tasks
• Communication Skills: present findings, or translates data into an understandable document or presentation

Qualifications

• Associates Degree or Bachelor’s degree in Computer Science, Computer Engineering, Information Systerms or a related technical field of study preferred
• 2+ years of experience working in an IT or contact center environment
• Strong working knowledge and experience installing, upgrading and troubleshooting VoIP call center telephony systems – Five9 experience preferred, but Cisco (UCCE) or Avaya product suites given strong consideration.
• VoIP certifications (Five9, CCVP) or formal VOIP training(s) are a plus
• Experience working with contact center workforce management and recording systems – NICE/IEX preferred
• 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

Additional Information

• Open vacation policy
• 401k match program
• Medical, life, dental, and vision benefits
• Flexible spending accounts
• Professional growth opportunities
• Generous employee referral bonuses
• GoHealth/Connected Benefits is an Equal Opportunity Employer