TELECOM ENGINEER IV (Python, Node JS)

TELECOM ENGINEER IV

JOB SUMMARY

The Contact Center Product Engineer is responsible for developing implementation and operational processes for migrating Enterprise Contact Center voice operations omnichannel voice and chat services to the enterprise contact center platforms. Under the direction of Voice Operations leadership, this product engineer will be responsible for creating and delivering contact center product offerings within Amazon Connect, Cisco Call manager and other platforms to support Change Healthcare internal and external customers, while ensuring compliance with enterprise processes, quality and standards.

PRIMARY DUTIES/RESPONSIBILITIES

2.

• Validate business requirements and use cases against product capabilities and maintain traceability to solutions delivered. Consult with stakeholders to assess future business needs. Demonstrate functionality of completed products to internal team members and other stakeholders. Actively participate in the implementation of approved changes.
• Interface with other IT teams and business unit leads to ensure collaboration and coordinated strategy to meet service management goals and objectives.

40%

• Research, develop and test cloud contact center solutions to improve business processes and outcomes. Map functional capabilities to tools and applications and document specifications. Recommend controls by identifying problems, document improved procedures. Conduct current state to future state gap analysis; identify and classify change impacts.

30%

• Monitor project progress by tracking activity, resolving problems, documenting progress reports and recommending actions to drive projects to successful conclusion.

20%

• Conduct insightful ad-hoc analyses to investigate ongoing or one-time operational issues. Create informative, actionable, and repeatable reporting that highlight relevant business trends and opportunities for improvement. Demonstrate functionality of completed products to internal team members and other stakeholders. Promote and champion the benefits of AWS Connect through training programs, knowledge bulletins and other methods. Maintain documentation on all Contact Center architectures, procedures, best practices and knowledge based articles for enterprise consumption.

10%

COMMUNICATION COMPLEXITIES

3.

Provide an example of the most complex types of communications that the person in this job is involved with.

Internal Contacts - The most frequent internal contacts will be with the Voice Operations team, the leaders of Enterprise Contact Centers, and the project teams for voice and chat migrations.

External Contacts - The primary external contacts are with associates (to assist in setting

industry standards) and other industry peers. Contact with information technology product and

service companies are also made on a periodic basis.

ANALYSIS

4.

This role will be focused on developing and deploying Omnichannel voice and Chat communication solutions within the Amazon Connect Product for multiple business units across the Change Healthcare Enterprise. These will be both migrating existing contact center flows and developing new connectivity options to improve the ability of Change Healthcare to provide modern, multi-platform contact solutions to its customers. This will involve creating new processes to facilitate the transition to a Devops model utilizing continuous improvement/continuous development (CI/CD), infrastructure as code, and automation testing.

INNOVATION

5.

This job will require developing CI/CD processes and corresponding testing automation for Amazon Connect in alignment with existing Change Healthcare cloud processes and procedures.

QUALIFICATIONS/COMPETENCIES/SKILLS:

7.

Driving results: results-oriented style with a high degree of analytical ability and proven

problem solving skills. Proven ability to impact operations and effect change utilizing a consultative approach.

Leading change: ability to thrive and quickly adapt to change, leading others through change in

a dynamic, fast-paced industry and work environment.

Leadership: ability to build consensus, and rally members to achieve results. Ability to gain insights through relationships with front-line and mid-level personnel.

Collaborating and influencing: effectively builds strong relationships and partnerships within

and outside of the company. Ability to communicate effectively at all levels of the organization

with an open, honest and direct communication style that establishes an empathetic and

effective relationship with all levels of team members, including front-line and mid-level

personnel. Able to effectively navigate within a matrixed corporate structure. Able to work with and bring consensus between technical, business and product user groups.

Ability to communicate effectively at all levels of the organization with an open, honest and

direct communication style that establishes an empathetic and effective relationship with frontline

and mid-level personnel.

EDUCATIONAL REQUIREMENTS

8.

• Bachelors degree in Business Management, Computer Science, Programming or equivalent work experience
• Amazon AWS Certification(s)

REL ATED EXPERIENCE REQUIREMENTS/QUALIFICATIONS

9.

• Minimum of 6+ years experience working in IT or related field

PREFERRED QUALIFICATION

10.

• Contact center experience, preferably Amazon Connect
• Python, Nodejs experience

#li-remote

Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!

Equal Opportunity/Affirmative Action Statement

Change Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at and the supplemental information at .

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