Carbonhealth

ACD Engineer - Contact Call Center

Colombia

Hybrid

Full Time

#Tech

#Data

#Engineering

#TalkDesk

#EMR

#Databases

#API

#IVR

#Dialer

Carbonhealth is looking for a ACD Engineer - Contact Call Center

Full Time Mid-Level Hybrid Colombia Tech Data Engineering TalkDesk EMR Databases API IVR Dialer English Hybrid work

As a physician-founded and led organization, ensuring everyone has access to quality healthcare is what inspires us. That’s why we hire people who genuinely care about patients, solving healthcare challenges, and making a positive impact every day. Join us and help change the future of healthcare for the better.

• 120+ locations and growing, along with vast virtual coverage

• 1 million+ patients to-date

• 2,000+ caring clinicians and support staff serving their communities

• Backed by investors such as CVS Health Ventures and Blackstone Horizon

THE JOB AT A GLANCE

The role provides ACD Engineer - Contact Call Center development support for our ACD (Automatic Call Distribution) tool “Talkdesk”. This role will help develop call routing, design, and administration for our Phone Software which is used for our clinics and company back office functions. They will ensure quality call routing, audit support, and development for innovative functionality of our phone system.

Location: Bogotá, Colombia (Hybrid)

Working Hours: The typical Schedule will be USA Daytime Hours 7a-4p PST Mon-Fri, and rotating On Call for Holidays/Weekends for reported Sev-1 issues.

What You'll Do

Administer and program Talkdesk Contact Center Dashboard

Troubleshoot end-to-end Call Center applications including Chrome and Edge issues when interacting with Web-based applications.

Update, build, and innovate our studio flow call routing for the entire company

Build API data connections with our phone system with other tools such as EMR, Databases, and data scripts. Ability to develop, maintain, and troubleshoot web service API calls

Work cross-functionally with teams in our EMR Engineering, Clinic, and support teams.

Ensure the Phone system has 99% or better uptime

Present an Error Free Studio call routing

Maintain and update user documents for the phone system.

Support and troubleshoot reported issues

Analyze platform and data for optimal performance

Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant).

Client-facing role and possess the ability to manage multiple stakeholders

About You

Strong working knowledge of “Talkdesk ACD Platform” is a PLUS; experience with similar systems (DialPad, Genesys, 8x8, Five9) preferred.

2 to 4 Years of Contact / Call Center Platform Support with experience designing and implementing voice, chat, email, and SMS contact center technology.

Demonstrated ability to multitask and work autonomously in a fast paced environment

Strong problem solving and collaboration skills

Previous experience leading projects successfully through completion

Excellent communication skills in English (Read, Writing, Chat, etc).

College degree in Computer Science, Software Development, IT, and/or like experience.

Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.

Carbon Health is a leading national healthcare provider with a mission to make high-quality healthcare accessible to everyone. We offer primary and urgent care to nearly two-thirds of the U.S. Leveraging our unique technology platform, we meet patients where they are by delivering care across a variety of access points, including in-person clinics and virtual care. Carbon Health also focuses on value-based care and other value-add services to employers, health plans, health systems and other ecosystem partners.

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ACD Engineer - Contact Call Center at Carbonhealth