CCaaS Software Engineer

Overview

• 30 hospitals
• 280 sites of care
• 4,281 beds
• 24,000+ team members
• 8,200+ nurses
• 1,800+ aligned providers
• 5.8M annual provider encounters
• 421 medical residents

Ardent Health is a leading provider of healthcare in communities across the country. With a focus on consumer‑friendly processes and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. We are driven by our purpose of caring for people: our patients, our communities and one another. Located in Brentwood, Tennessee, Ardent has earned a reputation as one of the industry’s strongest and most innovative healthcare systems.

Our facilities and clinics are consistently recognized among healthcare’s best employers. We recognize each hospital and clinic is as unique as the community it serves. We strive to maintain strong community ties through advisory boards, contributions, charitable care, education and outreach.

The CCaaS Software Engineer manages, implements, and maintains cloud‑based contact center platforms – specific to Five
9. This position requires expertise in cloud technologies, contact center operations, and customer engagement/retention solutions. The Software Engineer will be responsible for designing, configuring, troubleshooting, and optimizing contact center systems to meet the needs of the business and ensure superior customer service delivery.

• Configure and deploy CCaaS platforms (e.g., Genesys, Twilio, Five9, Amazon Connect) and collaborate with the Ardent EPIC and other cross‑functional IT teams for EPIC integration, ticketing systems, and other enterprise applications where applicable.
• Monitor and maintain CCaaS environments, ensuring optimal performance and uptime of contact center tools.
• Customize workflows, routing strategies, and reporting dashboards to align with business requirements.
• Provide support and act as a liaison for Ardent with Vendor TAM for contact center issues, resolving technical challenges and escalating when necessary.
• Work closely with IT, customer service teams, and vendors to implement new features or optimize existing systems.
• Analyze system performance and provide recommendations for improvements based on usage data and feedback, including IVA tuning and VCC Studio.
• Create and maintain automation scripts, reports, and metrics for performance tracking and efficiency improvements within the Contact Center and larger Consumer Experience teams.
• Document system configurations, integrations, and troubleshooting procedures, and train teams on best practices for system use and troubleshooting within their respective scopes.
• Ensure the platform meets internal security and regulatory standards for data privacy and compliance (e.g., GDPR, HIPAA).

Job Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Additional years of experience may substitute for the required education on a year‑for‑year basis.
• 2+ years of experience with CCaaS platforms (e.g., Genesys Cloud, Twilio, Amazon Connect, Five9, etc.).
• Strong understanding of cloud‑based solutions, networking, and telephony technologies (SIP, IVR, ACD, etc.).
• Familiarity with CRM tools such as Salesforce, Zendesk, or Service Now.
• Experience in API integrations, scripting, and automation using languages like JavaScript, Python, or similar.
• Excellent problem‑solving, troubleshooting, and analytical skills.
• Effective communication and collaboration skills, capable of working with cross‑functional teams under tight deadlines.

• CCaaS platform certification (e.g., Genesys Cloud, Twilio, Five9, Amazon Connect).
• Experience in Agile methodologies.
• Familiarity with cloud infrastructure platforms (AWS, Azure, etc.).
• Experience with database management, SQL, and data analytics.