Carbonhealth
ACD Engineer - Contact Call Center
Hybrid
Full Time
#Tech
#Data
#Engineering
#TalkDesk
#EMR
#Databases
#API
#IVR
#Dialer
Carbonhealth is looking for a ACD Engineer - Contact Call Center
Full TimeMid-LevelHybridColombiaTechDataEngineeringTalkDeskEMRDatabasesAPIIVRDialerEnglishHybrid work
We are a physician-founded organization dedicated to making high-quality healthcare accessible to everyone. With over 120 locations, a network of 2,000 clinicians, and support for over 1 million patients, we use our unique technology platform to bridge the gap between in-person and virtual care. We are looking for a dedicated ACD Engineer to join our team in Bogotá, Colombia, to help us innovate how we connect with our patients and support our internal operations.
Responsibilities
- Manage and program the Talkdesk Contact Center Dashboard to ensure seamless operations.
- Design and update studio flow call routing for our entire organization.
- Build and maintain API data connections between our phone system, EMR, and various databases.
- Troubleshoot end-to-end application issues, including browser-based interactions with our phone software.
- Collaborate with our EMR Engineering and clinic support teams to ensure 99% system uptime.
- Analyze platform data to optimize performance and maintain accurate user documentation.
- Manage stakeholder expectations in this client-facing role while resolving reported technical issues.
Must-haves
- Two to four years of experience in Contact Center Platform Support, specifically designing voice, chat, email, and SMS technology.
- Proven ability to work autonomously and manage multiple projects in a fast-paced environment.
- Strong problem-solving skills and the ability to work effectively across different teams.
- Excellent proficiency in English, including reading, writing, and professional communication.
- A college degree in Computer Science, Software Development, IT, or equivalent professional experience.
- Experience with cloud-based SaaS, PaaS, or IaaS providers and knowledge of virtualized systems, including networking infrastructure and databases.
Nice-to-haves
- Direct working knowledge of the Talkdesk ACD Platform.
- Experience with similar contact center systems such as DialPad, Genesys, 8x8, or Five9.
- Familiarity with Nice InContact CXone tools, including IVR, Auto Dialer, and Interaction Analytics.
Benefits
- Hybrid work environment.
Copy Permalink
