Description
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. *Position Summary* CVS Health is recruiting for a highly experienced Principal Engineer to lead and be part of a team of exceptionally talented engineers accountable for CVS's dynamic contact center environment consisting of Avaya, Cisco, and Five9 technologies. In this role, you will be responsible for the design, implementation, and maintenance of *omnichannel **call routing* for all contact center platforms, with redundant connectivity into AT&T and Verizon. You will also provide technical leadership and mentoring to colleagues across the Technology Services and Solutions (TSS) organization. *This position is hybrid out of one of our corporate offices; however, remote may be considered. Responsibilities include, but are not limited to: * Designing and supporting complex contact center solutions and call routing that incorporate technologies such as Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle SBCs, IVRs, and Five9 Contact Center as a Service * Participating in risk assessments and technical audits, analyzing data, and creating effective and applicable technical solutions that fulfill business requirements * Performing design reviews and developing test plans and procedures * Coordinating and providing expert advice to plan, prioritize, and complete projects * Engineering multi-vendor solutions that are fault resilient with integrations across the multi-vendor platforms * Staying current with technology trends to recommend and effectively manage product portfolio in support of business needs * Collaborating and driving effective partnerships across the enterprise technology functions to maximize alignment, efficiency, cost optimization and investments, and delivery * Developing technical standards and guidance for company's portfolio and applications *Required Qualifications* * 10+ years' experience designing and implementing complex call routing utilizing AT&T's ITPF/Route-it and Verizon TFNM applications * 10+ years' experience designing and implementing highly complex Five9 campaigns, integrating Five9 with other systems such as outbound dialers, CRM platforms, and IVR systems * 5+ years experience with Five9 programming including certifications (i.e. Five9 Administrator, Five9 developer) * 5+ years experience provisioning TFNs, SIP refer terms, carrier prompts and protocols * 5+ years experience interpreting complex contact center business requirements (voice, chat, co-browse, text/SMS, click-to-call) * 5+ years designing solutions resulting in resource efficiency and improved member and agent experiences * 5+ years experience overseeing multiple projects simultaneously *Preferred Qualifications* * Strong problem-solving skills to resolve issues and determine root cause, particularly in call flows, integrations with IVR, BOTs, SBCs and Avaya Session Manager * Experience collaborating with cross-functional teams to gather requirements, develop solutions, and implement customizations * Experience maintaining and creating taxonomy for a central repository for Contact Center and Telephony processes * Leadership skills to direct activities of other engineers and provide coaching and training * Expertise and skills to provide training and support to other administrators of the Five9 platform * Expert knowledge of Avaya CM, CMS, Cisco UCCE and Cisco ICM, and CC systems over various types of networks including work-from-home workers * Working knowledge of monitoring and reporting tools such as AMCD, Cisco CUIC and Five9 Aceyus *Education* Bachelor's degree or equivalent experience (High School Diploma and 4 years relevant experience) *Business Overview* Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. *Pay Range* The typical pay range for this role is: $144,200.00 - $288,400.00 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. For more detailed information on available benefits, please visit [jobs.CVSHealth.com/benefits](https://jobs.cvshealth.com/benefits) We anticipate the application window for this opening will close on: 05/15/2024
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