CX Engineer - Telephony

Medica • Minnetonka, MN

48d • Hybrid

About The Position

Medica is seeking an experienced
CX Engineer. This role is ideal for an
innovative and strategic thinker with a depth of experience in telephony and
broader cloud-based network engineering initiatives. This individual is someone
who thrives in a mission-driven, healthcare-focused organization and is
passionate about ensuring efficiency, scalability, financial integrity and
compliance.

The CX Engineer will be responsible for Medic’s telephony infrastructure
engineering with a focus on strategy and modernization of our contact center
member and agent experience i.e. engineers contact center, phones, peripherals,
and all network connectivity (circuits, protocols, vendors) needed to connect
agents, members, and providers. Provides design, support, operations, and
provisioning using the hierarchy of:

1. Member experience – our call center agents providing pre-authorizations can
literally save someone’s life. That’s the top priority.
2. Agent experience – working as a Call Center Agent can be demanding and
complex. Designing efficiencies and overall tech use can make these Agents
jobs better and more enjoyable.
3. Medica leadership – systems that allow us to more efficiently and
thoughtfully analyze member experience data, call tree process efficiency,
and usage have a direct impact on our organizations success.

Requirements

• Bachelor's degree or equivalent experience in related field
• 7 years of related work experience beyond the degree
• Proven expertise in telephony design, modernization, support, and operations.
• Strong analytical, problem-solving, and communication skills
• Proficiency in frameworks that span legacy systems to cloud based systems
• Demonstrated design and implementation experience with CCAS such as RingCentral or Five9
• Integration development experience with CRM tool such as Salesforce
• Demonstrated leadership experience

Nice To Haves

• Healthcare industry experience is desired

Responsibilities

• Provides Financial Operations (FinOps) associated with telephony and contact center technologies
• Conducts analyses and identifies cost avoidance opportunities
• Produces forecasts for telephony network costs
• Right sizes telco costs through circuit provisioning, based on business capacity needs
• Leads in assessment and optimization of hardware, software, and network design through review and analysis of user needs
• Troubleshoots communication system issues
• Monitors utilization levels and trends throughout the organization to determine if service levels are being met
• Collaborates within ops organization and contact center business to ensure SLAs are understood and met
• Participates in execution of a multiyear technology roadmap that includes growth through M&A activities and a transition towards cloud and Sass based technologies
• Provides support on the selection, implementation, installation, and maintenance of all communications related systems
• Assists with the assessment and optimization of hardware, software, and network design through review and analysis of user needs
• Coordinates system and service changes with vendors and operational staff

Benefits

• competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level