Contact Center Engineer II

Endeavor Health

Warrenville (IL)

On-site

USD 70,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Incentive pay

Medical, Dental, Pet, and Vision options

Tuition Reimbursement

Wellness Program Savings Plan

Retirement Options with Company Match

Paid Time Off and Holiday Pay

Community Involvement Opportunities

Job summary

Endeavor Health is looking for a Contact Center Engineer II to ensure the stability and efficient operation of IT systems. The role includes collaborating on technology projects, managing software releases, and maintaining security compliance. Candidates should have at least 5 years of relevant experience and a Bachelor’s degree in technology or a related field. Benefits include healthcare options, tuition reimbursement, and career growth opportunities. This position is hybrid, based in Warrenville, IL.

Qualifications

5+ years of experience in IT Systems or Platform Engineering.
Strong understanding of data privacy practices.
Skilled in workforce optimization and analytics platforms.

Responsibilities

Maintain and expand Endeavor Health’s software and platforms.
Lead technology initiatives with minimal direction.
Evaluate hardware and software performance for improvements.

Skills

Communication skills

Analytical and critical thinking

Software troubleshooting

Understanding of VoIP platforms

Knowledge of AI technologies

Education

Bachelor’s degree in technology or relevant field

Tools

Cisco UCCE

Genesys

Microsoft Office Suite

Webex

Microsoft Teams

Job description

Hourly Pay Range

$41.64 - $64.54 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

Position Highlights

Position: Contact Center Engineer II
Location: Warrenville, IL
Full Time
Hours: Monday-Friday, 8:00am - 4:30pm
Hybrid Position
Local travel to other corporate sites will be required as needed.

Job Summary

The Contact Center Engineer's role is to ensure the stability, integrity, and efficient operation of the in-house information systems that support core organizational functions. This is achieved through researching, designing, building, configuring, testing, deploying, analyzing, administering, and maintaining/supporting environments and hardware, infrastructure and software platforms, and software technology components to meet current and future business needs for their specific technology portfolio. The Contact Center Engineer will apply proven communication, analytical, and problem‑solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments.

The Contact Center Engineer is responsible to researching, designing, building and planning as well as maintaining capabilities and executing on projects related to systems analysis, integration and support, scripting, developing solutions to support hardware, infrastructure, and software platforms and software technology components. Individual utilizes advanced systems, scripting and developer skills to execute project work related to analysis, integration, and resolution of moderately to highly complex incidents and problems affecting production systems and multiple applications. This role also helps lead the definition and update of items in the configuration management plan. Designs information systems that are appropriate for users' needs and consistent with the overall design of the organization's information systems architecture.

This position will support our contact center environment, primarily based in Cisco UCCE and Genesys.

What You Will Do

Execute objectives related to the on-going maintenance, expansion or upgrade of Endeavor Health’s software, platforms, infrastructure and devices. Collaborate with other Systems Engineers and Architects to ensure that modified hardware and software interacts appropriately across infrastructure and platforms; performance and data conversion impacts are considered; environments are developed and maintained, and other areas of impact are addressed and meet business function and performance requirements.
Lead and work on technology initiatives within their span of control and portfolio with minimal direction and support, accomplishing critical milestones and applying changes to and using the technology within their span of control.
Lead complex hardware and software technology component analysis, and evaluation on resource requirements necessary to maintain/expand service levels or tune hardware and software infrastructure components for optimum performance.
Install new software releases and system upgrades, evaluate and install patches, and resolve software related problems. Patching is inclusive of assessing security patches based on criticality and enterprise impact.
Support the software, platforms, devices and infrastructure within Endeavor Health by addressing inquiries, reported issues and problems.
Manage, troubleshoot and resolve alerts and tickets in accordance with detailed documentation from a moderate to high complexity in nature. Identify tickets/incidents that need to be escalated to leadership with appropriate work documented and transition. Provide hardware break/fix resolution while working with associated vendors. Perform on-call rotational duties by providing off hour support to supported platforms, software and infrastructure through response to inquiries, reported issues and problems from the End User Community as well as items escalated through system monitoring tooling and other IT Engineering and Application Teams.
Lead efforts on maintaining operational security through reporting and communication of security breaches or concerns as well as deriving the security remediation tasks necessary for their appropriate technology. Take part in technical forensic investigation of security events.
Keep current on all systems, software and related technology for their position that is used at Endeavor Health.
Perform other duties as assigned.

What You Will Need

Education: Bachelor’s degree (technology, computer science, information systems, engineering) OR equivalent work experience and applicable to the role.
Experience: Five (5) or more years of experience of related experience in IT Systems, Platform Engineering or Technical Engineering related to the role’s specific technology portfolio.
Previous experience with IT Systems, Platform Engineering or Technical Engineering.
Previous experience developing and contributing to a specific comprehensive technology platform strategy.
Acquired training or certification related to the role’s specific technology portfolio.
Strong verbal, written and presentation communication skills essential.
Solid understanding of information processing fundamentals and best practices.
Personal and ethical accountability.
Demonstrated analytical and critical thinking for problem solving / issue resolution.
A lean towards curiosity, out of the box thinking and innovative.
Software troubleshooting experience.
Understanding of the organization’s goals and objectives.
Knowledge of applicable data privacy practices and laws.
Knowledge of compliance standards, e.g., PCI, HIPAA.
Ability to interact with a variety of business partners, vendors, and users while communicating effectively in user friendly language (both written and verbal).
Microsoft Office Suite of Products.
Knowledge of AI (Artificial Intelligence) technologies and models.
Strong functional knowledge of enterprise voice and telecommunications technologies, including VoIP platforms (Cisco UCC/UCCE, Avaya), Genesys web‑based contact center solutions, Cisco Finesse for agent desktop/call control, and Cisco Unity for voicemail and unified messaging.
Skilled in workforce optimization and analytics platforms such as Calabrio, and speech‑driven call routing technologies including Parlance.
Experienced with paging and critical‑alert systems including Spok Medicall and Spok SmartSuite, as well as integrations across fax/SMS systems (RightFax).
Proficient with collaboration and communication platforms such as Webex and Microsoft Teams, including cross‑platform integrations.
Knowledgeable in secure messaging, compliance, vulnerability management, patching, monitoring, performance optimization, architecture, restoration, and full lifecycle management of enterprise voice systems.
Experienced in creating and modifying system greetings using AWS AI voice technologies, enabling natural‑sounding, scalable, and customizable voice prompts for enterprise telephony environments.