Cloud Contact Center Engineer

Company Overview :

NationsBenefits is recognized as one of the fastest growing companies in America and a Healthcare Fintech provider of supplemental benefits, flex cards, and member engagement solutions. We partner with managed care organizations to provide innovative healthcare solutions that drive growth, improve outcomes, reduce costs, and bring value to their members. Through our comprehensive suite of innovative supplemental benefits, fintech payment platforms, and member engagement solutions, we help health plans deliver high-quality benefits to their members that address the social determinants of health and improve member health outcomes and satisfaction. Our compliance-focused infrastructure, proprietary technology systems, and premier service delivery model allow our health plan partners to deliver high-quality, value-based care to millions of members.

Job Role : Genesys Cloud Engineer

Qualifications : Minimum 2+ Years of experience in Genesys cloud Cx

Knowledge in unified communication

Familiar with Agile and ITIL Process

Excellent communication skills

Problem-solving and decision-making abilities.

Description : Genesys Cloud IVR Development and Quality Analysis using the Agile and Waterfall methodology. Playing a crucial role in ensuring the smooth operation and maintenance of the telecommunications infrastructure by providing 24 / 7 support.

Responsibilities :

Design and architect IVR solutions.

Develop and customize IVR flows.

Designing and Customizing agent scripts

Working with voice Bot

Outbound Campaign design and management

Integrations / API’s

Monitoring performance and troubleshooting

Handling telephony configuration SIP and VoIP

Monitoring performance and troubleshooting

Reporting and Analytics

Analyzing intent mining

Topic Management

SBC Integration

Following ITIL process to work on requirement.

POC’s with new tools and Vendors

POC’s with IVR requirements and Optimization

Preparing analytical dashboards and wallboards for contact center data as per business needs Producing custom client reports and operational intelligence reports

Identity and Access management

Critical support (On call interrupt)

Automatic Call Distribution and Routing Strategies