Modivcare is looking for an experienced IT Telecommunications Engineer IV to join our team. This role combines deep technical expertise with strategic understanding of customer experience, ensuring scalable, reliable, and high-performing systems that align with organizational goals.
Requirements
- Configure and manage Genesys Cloud routing, queues, agent profiles, permissions, and reporting.
- Provide support for the organization's CCaaS (Genesys Cloud CX) platform.
- Expert experience with Genesys Cloud Architect, Genesys Cloud APIs, and Data Actions.
- Familiarity with CI/CD pipelines with version control (Git) and strong knowledge of REST APIs, JSON, OAuth, and microservices architectures.
- Designs and maintains contact center infrastructure including IVR/IVA omni-channel flows (chatbots, digital channels, and routing logic).
- Participates in projects and new initiatives between telecom carriers, network, developers and telecom teams.
- Provides support for contact center related technologies like reporting, outbound campaigns, and WFM.
- Partners with telecom service vendors (Bandwidth, Veridas, Twilio, Google) on offerings and supports a combination of infrastructure design and maintenance.
- Works with network and server teams, and other IT departments to support and provision necessary infrastructure for telecom environments.
- Develops and maintains disaster recovery and business continuity plans for telecom and contact center systems, including regular testing and updates to ensure resilience in the event of disruptions.
- Continuously monitors and optimizes the performance of telecom and contact center systems, identifying and addressing bottlenecks, inefficiencies, and areas for improvement and optimization.
- Implements quality assurance processes for telecom services and contact center interactions, including monitoring call recordings, analyzing performance metrics, and providing feedback and coaching to improve service quality and customer satisfaction.
Benefits
- Medical, Dental, and Vision insurance
- Employer Paid Basic Life Insurance and AD&D
- Voluntary Life Insurance (Employee/Spouse/Child)
- Health Care and Dependent Care Flexible Spending Accounts
- Pre-Tax and Post --Tax Commuter and Parking Benefits
- 401(k) Retirement Savings Plan with Company Match
- Paid Time Off
- Paid Parental Leave
- Short-Term and Long-Term Disability
- Tuition Reimbursement
- Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)
- Four Day Work Week
