Senior Manager, Telecom Analytics & Reporting

About Judi Health

Judi Health is an enterprise health technology company providing a comprehensive suite of solutions for employers and health plans, including:

• Capital Rx
  , a public benefit corporation delivering full-service pharmacy benefit management (PBM) solutions to self-insured employers,
• Judi Health
  , which offers full-service health benefit management solutions to employers, TPAs, and health plans, and
• Judi
  , the industry's leading proprietary Enterprise Health Platform (EHP), which consolidates all claim administration-related workflows in one scalable, secure platform.

Together with our clients, we''re rebuilding trust in healthcare in the U.S. and deploying the infrastructure we need for the care we deserve. To learn more, visit (Use the "Apply for this Job" box below)..

Location:

New York City (telecommute option available)

• Design and implement interactive voice response (IVR) workflows that improve the call experience for potential enrollees, members, clients, providers, brokers, and other users.
• Partner with customer facing contact center teams to develop technical solutions.
• Develop and deploy contact center technical standards across virtual call center globally.
• Identify opportunities to leverage existing technology solutions and new technical solutions to improve customer, client, provider and agent experiences.
• Design and document technical solutions, including architectural documents, engineering design documents and operational documentation.
• Serve as an IVR escalation point.
• Develop standard operating procedures for support of technical solutions.
• Ensure adequate system capacity to support business growth projections.
• Oversee all IVR projects from inception to implementation and post cut-over support.
• Responsible for overall design, expansion, and enhancements of IVRs and call flows.
• Design and deploy new applications with other IT systems integration for other products.
• Develop applications that can retrieve data using various data sources and data types through internal ingestion systems.
• Collaborate across stakeholders including IT, Engineering, Product, and Vendor resources to successfully deliver projects.
• Use experience designing and deploying complex contact center solutions leveraging InContact CXOne platforms and technologies.
• Use InContact Studio, IEX, Thin Agent, MAX Agent, and DID configuration.
• Use Central, CXOne, and InContact''s reporting and analytics tools.
• Use ability to integrate InContact platforms with other technology.
• Use voice-centric programming languages and industry standard call recording platforms.
• Design solutions that balance both customer''s needs and align to IT''s technology roadmap.
• Use understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers.

Qualifications

• Bachelor''s degree in Information Technology or Computer Science plus 6 months of experience in job offered or similar occupation.
• Salary: $115,000/yr.

Salary: $115,000/yr. Equal employment opportunity statement available below; no discrimination or harassment based on protected characteristics.

All employees are responsible for adherence to the Capital Rx Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

Judi Health values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Judi Health. More details about Judi Health''s privacy practices can be found at https://.