Senior Engineer - Voice & Contact Center Technologies

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Senior Engineer - Voice & Contact Center Technologies

Vantive: A New Company Built on Our Legacy:

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your role:

As a Senior Engineer - Voice & Contact Center Technologies, you will be responsible for the design, implementation and support of all Telephony and Contact Center services across multiple regions for Vantive. You will be accountable for all Voice services (including our large manufacturing sites) as well as supporting the different businesses requiring Contact Center technology (Patient, customer, and agent experiences across phone, email, chat, text, and social channels).  You will play a crucial role in ensuring the seamless operation of the company's mission-critical communication services, supporting various departments, and contributing to the overall efficiency and success of the organization. You will bring industry best practices to Vantive!

What You’ll Be Doing:

• Responsible for the design, implementation, and continuous improvement of Voice and Contact Center Solutions.
• Partnering closely with customer facing contact center teams to develop solutions leveraging current and emerging technologies.
• Collecting business requirements, developing and deploying solutions, and creating a continuous feedback loop for product improvement.
• Utilizing technology to automate business processes that enable business units to self-serve within call flows and agent configuration.
• Subject Matter Expert for design, expansion, and enhancements of IVRs and call flows.
• Establish and monitor key performance indicators to measure effectiveness of the platform.
• Champion a customer-centric approach to IT service delivery focusing on improving the end user, customer and patient experience.
• Participate in product vision and planning the product roadmap.
• Manage relationships with external vendors and service providers to ensure delivery of high-quality services.
• Ensure timely and effective incident resolution, problem management, and service request fulfillment with DevOps principles in mind.
• Collaborate with other departments to understand their needs and align solutions accordingly.
• Stay abreast of industry trends and technologies to make informed recommendations for improvement.
• Always looking for ways to automate the solutions & services provided.
• Serve as an escalation point for Service Desk organization

What You’ll Bring:

• Bachelor's degree in computer science or equivalent experience.
• 5+ years of Voice and Contact Center services experience
• Familiarity with CCaaS platforms and legacy on-prem solutions. (Genesys, Nice CXOne, Amazon Connect, Five9, Avaya, Cisco)
• Agile/Scrum/Project Management certifications.
• Ability to communicate complex systems and ideas across multiple departments.
• Experience with SIP-based architectures, Microsoft Voice Solutions, PSTN as a service model,  …
• Strong knowledge of IT security and data privacy best practices.
• Self-motivated; works well with little supervision, works well in a team environment.
• Must possess strong decision making and problem-solving skills.
• Comfortable working with ambiguity and change; able to work in a fast-paced environment.
• Experience managing external service providers.

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

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