Call Center/AI Engineer - Remote

Duly Health And Care - Downers Grove, IL

Full-time

Remote - Downers Grove, IL

Ambulatory Health Care Services

About the position

The Contact Center/AI Engineer is responsible for managing and optimizing the cloud contact center solution, specifically the Five9 platform. This role involves troubleshooting, developing call flow scripts, and providing support for voice-related technologies. The engineer will also handle service desk tickets and participate in on-call duties, ensuring optimal performance and reliability of the contact center systems.

Responsibilities

• Develop, troubleshoot, and optimize the Five9 Cloud Omni-channel platform, including call flow scripts, voice recordings, voice bots, chatbots, SMS, email flow scripts, IVA self-service engines, and end user configuration.
• Monitor and maintain the Five9 contact center and other voice platforms to ensure optimal performance and reliability.
• Implement and support telephony integrations with 3rd party adjunct APIs.
• Respond to and resolve service desk tickets related to Five9 and other voice-related technologies in a timely manner.
• Provide tier two-level support to users, troubleshooting issues and escalating complex problems as needed.
• Escalate service impacting issues with 3rd party vendors while coordinating and communicating with the Duly Health Incident Management team.
• Provide training and support to end-users and managers to enhance their understanding and effective use of the Five9 platform including WFM.
• Participate in an on-call rotation to provide after-hours support for critical voice services and systems.
• Proactively monitor system performance and address any issues that arise during off-hours.
• Maintain accurate documentation of system configurations, processes, and procedures.
• Create and refine existing knowledgebase articles to empower end users and reduce service requests.

Requirements

• Five or more years' experience with Five9 platform and adjuncts.
• Strong understanding of VoIP technologies, telephony systems, and call center operations and design.
• Experience with service desk tools and ticketing systems.
• Excellent troubleshooting skills and the ability to diagnose and resolve technical issues quickly.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and collaboratively in a team environment.
• Working knowledge of Nice InContact and Cisco CUCM is a plus.
• Experience with LLM's, NLM, IVA scripting, and APIs.
• Experience with scripting or programming for automation tasks.

Benefits

• Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
• Employer provided life and disability insurance.
• $5,250 Tuition Reimbursement per year.
• Immediate 401(k) match.
• 40 hours paid volunteer time off.
• A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
• 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members.