Why VillageMD?

At VillageMD, we are committed to helping patients achieve greater health by delivering the most effective, accessible and efficient healthcare in the world through partnership with primary care physicians. We're in a unique position to impact everyone in primary care from independent, family-owned practices to world-class health systems. As part of achieving this goal, Contact Center Engineer at our organization will play key role in operations of our Contact Center and enable business teams to deliver highly effective service to patients.

Integral to our Technology Operations team, the Contact Center Engineer will handle a wide variety of projects to support and improve our contact center’s operational efficiency including service availability and continuous improvement.

What are some examples of projects you’ll be managing as a Contact Center Engineer at VillageMD?

• Establish a solid relationship with business and very closely track the requirements as our Contact Center solutions evolve.
• You will own provisioning, implementation and maintenance of all Contact Center components including call flows (ivr), security structure and automation.
• As part of our Security First approach, you will ensure contact center setup is adhering to security and regulatory compliance established by Security Operations and Legal/Compliance team.

What will make you successful here?

• A desire to make your own job easier and to make contact center operations more efficient by utilizing the right combination of technology. In other words, make technology work for you and not vice versa.
• A low ego and humility; an ability to gain trust through strong communication and doing what you say you will do

What you might do in your first year:

• Lead efforts to migrate on-premise contact center solution to cloud-based solution.
• Fully own design and operational support of existing cloud-based contact center.
• Work closely with network team to ensure high availability of contact center solution.
• Meticulously collect business requirements and carefully plan implementation of new features and changes.
• Develop relationships with technical teams and business leaders to increase collaboration, information sharing and decision-making.

The following experience is relevant to us:

• 3 to 5 years of full-time experience primarily with contact center technology, including owning support of contact center operations and security.
• Bachelor’s degree in Telecommunications, Computer Science or related field.
• Experience with cloud environments (AWS - preferred, Azure, Google Cloud Platform)
• Basic knowledge of the Amazon Connect or similar platform including contact flows, routing, queues and agent setup and components that impact Amazon Connect including Lambda, DynamoDB, Lex, and Polly
• Familiarity with automation, infrastructure as code and continuous delivery techniques
• Familiarity with a configuration management framework (Chef, Ansible, Terraform)
• Familiarity with infrastructure monitoring and alerting tools such as DataDog or Nagios
• Big plus - prior experience working with Python, PowerShell, Perl, Bash, REST API, or JSON

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.