Contact Center Technology Specialist

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Position Summary

This position is a work at home position open to all candidates natiionally

Aetna, a CVS Health company, is looking for top operations talent! We have an exciting work from home opportunity available for highly motivated individual to support a core internal Telesales team as a sales operations specialist.

The position will join a high performing, experienced team that manages multiple call center functions from technology, operations, and analytics to support growing Aetna's Medicare portfolio.

The role will require strong understanding of telephony infrastructure, workforce optimization, call center best practices, and / or integrated platform designs ensure design enables optimal reporting solutions and enhancements.

Job Responsibilities :

• With limited direction, translates business requirements to technical specifications. Creates technical designs for a new enhancements or refinement of integrated call center technology.
• Performs assessments and supports overall workforce design for multiple user types and contact channels.
• Performs ongoing system maintenance, research, problem resolution and on-call support, according to defined plans.
• Documents required policy and procedures for existing systems.
• Independently performs testing and design scenarios / projects to optimize performance of platforms and workforce.
• May perform or assist with integration and system testing, according to detailed test plans to ensure high-quality systems.

May assist business partners with User Acceptance Testing.

• Independently supports processes related to the implementation and ongoing management of production systems, including integration of purchased solutions.
• Independently supports the Code Asset Management process.
• Works cross-functionally to deploy multi-faceted integrated design, to include database, sales operations, digital, and member engagement management teams.
• Independently works on small and large moderately complex projects that require increased skill in multiple technical environments and disciplines, that have system wide impact and that may integrate across the organization.
• Ensure complete compliance with all federal, state, and organization regulations for call center technologies including TCPA and DNC requirements.
• Other duties as assigned

Accountabilities :

• Is fully familiar with the prescribed methodology and is in strict compliance with all required artifacts.
• Developing business requirements and creation of procedures in support of business operations.
• Documentation of required procedures for integrated system designs, refinements, and standard packages.
• Developing and becoming a subject matter expert with regards to the call center technology suite, and integrated endpoints.
• Work across functions to optimize performance.

Required Qualifications

• 3-5+ Years call center technology operations including demonstrated work with integrated CRM / telephony.
• 3-5+ Years demonstrated proficiencies in some of the following HTML, Java, PHP, NICE inContact telephony platforms (or similar contact center platforms).
• 3-5+ Years of demonstrated proficiency in call center optimizations through technology enhancements and / or workforce designs.

Preferred Qualifications

• 3-5+ Years Expertise in one or more programming language (PHP preferred), development tools, and / or databases and the systems development life cycle, applicable to a development organization.
• Excellent communication, interpersonal and presentation skills.
• Highly motivated individual with experience working in high performance tele-sales organizations.
• Experience work within a Medicare call center environment
• Proficiency with standard corporate software applications, including MS Word, Excel, Outlook and PowerPoint, as well as some special proprietary applications.

Education

4 year college degree

Pay Range

The typical pay range for this role is :

$67,900.00 - $149,300.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.

The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

This position also includes an award target in the company’s equity award program.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.

The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.

The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits.

CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.

As for time off, Company employees enjoy Paid Time Off ( PTO ) or vacation pay, as well as paid holidays throughout the calendar year.

Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.