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

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.

Carbonhealth

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ACD Engineer - Contact Call Center at Carbonhealth