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Director Contact Center Engineering

Company: Change Healthcare
Location: Nashville
Posted on: February 25, 2021

Job Description:

As always, but especially during the COVID-19 outbreak, Change Healthcare is committed to the safety and security of our employees, their families, and our communities. We have implemented remote work for most of our workforce through at least July 16, 2021, expanded our benefits to aid affected team members and their dependents, and launched an internal portal for ongoing communications related to COVID-19. Similarly, we are also working to keep our applicants safe throughout the interview and hiring process as we continue to pursue essential roles. As such, Change Healthcare has limited travel and implemented virtual/video interview and onboarding process to align with best practices in safety. R18109 - Nashville, Tennessee, Alpharetta, Georgia, King of Prussia, Pennsylvania, Seattle, Washington, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, Oregon, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Oklahoma, Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Washington, DC, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio Alpharetta, Georgia, United States of America; King of Prussia, Pennsylvania, United States of America; Nashville, Tennessee, United States of America; Seattle, Washington, United States of America; VIRTUAL, Pennsylvania, United States of America; VIRTUAL, Rhode Island, United States of America; VIRTUAL, South Carolina, United States of America; VIRTUAL, South Dakota, United States of America; VIRTUAL, Tennessee, United States of America; VIRTUAL, Texas, United States of America; VIRTUAL, Utah, United States of America; VIRTUAL, Vermont, United States of America; VIRTUAL, Virginia, United States of America; VIRTUAL, Washington, United States of America; VIRTUAL, West Virginia, United States of America; VIRTUAL, Wisconsin, United States of America; VIRTUAL, Wyoming, United States of America; VIRTUAL, Massachusetts, United States of America; VIRTUAL, Michigan, United States of America; VIRTUAL, Minnesota, United States of America; VIRTUAL, Mississippi, United States of America; VIRTUAL, Missouri, United States of America; VIRTUAL, Montana, United States of America; VIRTUAL, Nebraska, United States of America; VIRTUAL, Nevada, United States of America; VIRTUAL, New Hampshire, United States of America; VIRTUAL, Oregon, United States of America; VIRTUAL, Indiana, United States of America; VIRTUAL, Iowa, United States of America; VIRTUAL, Kansas, United States of America; VIRTUAL, Kentucky, United States of America; VIRTUAL, Louisiana, United States of America; VIRTUAL, Maine, United States of America; VIRTUAL, Maryland, United States of America; VIRTUAL, Oklahoma, United States of America; VIRTUAL, Alabama, United States of America; VIRTUAL, Alaska, United States of America; VIRTUAL, Arizona, United States of America; VIRTUAL, Arkansas, United States of America; VIRTUAL, California, United States of America; VIRTUAL, Colorado, United States of America; VIRTUAL, Connecticut, United States of America; VIRTUAL, District of Columbia, United States of America; VIRTUAL, Delaware, United States of America; VIRTUAL, Florida, United States of America; VIRTUAL, Georgia, United States of America; VIRTUAL, Hawaii, United States of America; VIRTUAL, Idaho, United States of America; VIRTUAL, Illinois, United States of America; VIRTUAL, New Jersey, United States of America; VIRTUAL, New Mexico, United States of America; VIRTUAL, New York, United States of America; VIRTUAL, North Carolina, United States of America; VIRTUAL, North Dakota, United States of America; VIRTUAL, Ohio, United States of America Transforming the future of healthcare isn't something we take lightly. It takes teams of the best and the brightest, working together to make an impact. As one of the largest healthcare technology companies in the U.S., we are a catalyst to accelerate the journey toward improved lives and healthier communities. Here at Change Healthcare, we're using our influence to drive positive changes across the industry, and we want motivated and passionate people like you to help us continue to bring new and innovative ideas to life.

If you're ready to embrace your passion and do what you love with a company that's committed to supporting your future, then you belong at Change Healthcare. Pursue purpose. Champion innovation. Earn trust. Be agile. Include all.-- Empower Your Future. Make a Difference. Title
Director, Contact Center Engineering

Overview of Position
The Director, Customer Contact Engineering is a leader responsible for the design, implementation and support of Contact Center, telephony, voice and telephony Engineering and Operations. This position will focus on leading teams to design, develop, integrate, and support a highly available, fault tolerant contact center platforms to support the enterprise. Also accountable for the ongoing development and support of legacy telephony and voice platforms

What will be my duties and responsibilities in this job?

  • The primary goal of the person in this role is to help develop a new highly scalable, fault tolerant, cloud-based contact center platform for the enterprise.
  • Lead a team of telecom engineers responsible for telecoms & voice infrastructure for Change Healthcare.
  • Responsible for the ongoing design, maintenance, and support of existing telecom & telephony platforms that support voice and contact center operations for the enterprise.
  • Hire, mentor and grow a team of passionate engineers who are subject matter experts in AWS Connect, to build and maintain a modern, highly reliable, scalable and fault tolerant, cloud based contact center to support global contact center/telephony requirements for the enterprise.
  • Own end-to-end availability and performance of critical services and build automation to reduce operational overhead and migration challenges.
  • Help drive excitement and adoption of AWS Connect and its functionality across the company by leading communication plans, training, and information sharing.
  • Define and maintain quality service delivery standards by establishing and enforcing customer satisfaction KPIs, operating KPIs, and vendor SLAs.
  • Management and direction of Telephony Operations manager/team telecommunications related to maintaining a multi-use, enterprise Cisco voice platforms and multiple external vendor contact center platforms to maintain maximum uptime and minimize production incidents.
    What are the requirements needed for this position?
    • 10+ or more years' experience having served at least 4 years in a leadership role leading technical professionals.
    • 8+ years of professional software development experience doing full-stack development, including frontend, backend, and strong expertise in at least one or more modern language such as Java/C#, C/C++, or python including object-oriented design
    • 2+ years of experience contributing to the architecture and design (architecture, design patterns, reliability and scaling) of new and current systems.
    • 4+ years as an Engineering Lead or Manager
    • Experience taking a leading role in building complex software systems that have been successfully delivered to customers
    • Experience using broad based technologies to provide solutions across the enterprise, including large scale agile experience
    • --Proven project management experience in planning and executing enterprise-level IT projects
      What other skills/experience would be helpful to have?
      • Master's degree in computer science or MBA.--
      • 2+years of experience working within DevOps or SRE team
      • Excellent technical knowledge of scripting languages (shell, python), AWS or other Public Cloud platforms
      • Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations
      • Strong experience in C-Level executive presentations and business case creation
      • Excellent time management, planning, organizational and project management skills
      • Excellent analytical, communication and negotiation skills with cross-functional organizations, customers and upper level management and thorough understanding of product development
      • Broad current knowledge of business technology applications, current trends in IT, and experience evaluating/implementing internal and externally hosted systems and solutions Join our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system! If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to applyaccommodations@changehealthcare.com--with "Applicant requesting reasonable accommodation" as the subject. Resumes or CVs submitted to this email box will not be accepted. Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws. Different Backgrounds, Same Values, One Vision: Embracing our differences and fostering an inclusive environment to inspire a better healthcare system. Different Backgrounds, Same Values, One Vision: Embracing our differences and fostering an inclusive environment to inspire a better healthcare system. Different Backgrounds, Same Values, One Vision: Embracing our differences and fostering an inclusive environment to inspire a better healthcare system. Visit our career site, create a profile, and submit your application. Make sure to observe the job description and see how your background can align to the requirements of the role. Job Alerts Don't see the role you're looking for or not ready to apply yet? Sign-up to get the latest opportunities at Change Healthcare.

Keywords: Change Healthcare, Nashville , Director Contact Center Engineering, Executive , Nashville, Tennessee

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