Contact Center Technology Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main administrator for enterprise contact center platforms and communication technologies.

• Set up and manage system configurations, user accounts and permissions, routing rules, extension directories, business hour guidelines, and system integrity checks.

• Diagnose platform issues and facilitate resolutions with internal teams and external vendors.

• Maintain comprehensive system documentation and ensure technology configurations meet operational needs.

• Assess platform upgrades and propose enhancements to boost efficiency and user experience.

• Design, configure, and enhance Interactive Voice Response (IVR) menus and patient self-service options.

• Oversee call routing logic to guarantee patients are directed to the right department, practice, or resource.

• Monitor call flow performance and pinpoint opportunities to minimize abandonment rates and enhance caller satisfaction.

• Conduct testing and validation of routing modifications before deployment.

• Manage enterprise digital fax systems and associated workflows.

• Handle fax routing, user access, integrations, and troubleshooting tasks.

• Monitor system performance to ensure reliable transmission and receipt of patient documents.

• Support and manage AI-driven call analytics, speech intelligence, and automated routing technologies.

• Create, maintain, and distribute enterprise call reports and KPI dashboards.

• Lead and coordinate technology implementation projects related to contact center operations and patient engagement platforms.

• Develop training materials, standard operating procedures, job aids, and technology documentation.

• Support contact center operations across various practices and geographic areas.

⛳️ Requirements

• An associate degree in Information Technology, Business, Healthcare Administration, or a related field is preferred; equivalent experience will be considered.

• A minimum of 2 years of experience in supporting contact center technologies, business systems, or operational technology platforms.

• Proficiency in reporting and analytics tools such as Power BI and Microsoft Excel.

• Experience in managing technical projects, implementations, or system enhancements.

• Preferred experience in healthcare or multi-site operations.

• Familiarity with administering phone systems, contact center software (8x8), or communication platforms is preferred.

🏝️ Benefits

• Maintain consistent, dependable, and timely attendance as per scheduling requirements.

• Exhibit professionalism, accountability, and a dedication to service excellence.

• Stay updated with emerging contact center technologies, AI capabilities, and industry best practices.

• Engage in cross-functional projects and initiatives for process improvement.

• Perform additional duties as assigned.