Contact Center Applications Engineer | Randolph, MA

and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier. We enjoy the important work we do every day in service to our members, partners, colleagues and communities.

To learn more about who we are at Point32Health, click here. Job Summary The Associate Contact Center Application Engineer is responsible for support of all contact applications and their infrastructure. The Associate Contact Center Application Engineer is primarily responsible for the support queues for communication applications which include voicemail and contact center applications and provides day-to-day support

for the end user. Coordinates service for the various contact centers in the enterprise with other IT groups when necessary. This individual applies technical knowledge of voice, multi-media technologies, and contact center operational concepts.

This incumbent works with senior team members on Contact Center application system architecture, design and implementation, configuration, support, monitoring and planning of the contact applications and infrastructure and Voice Messaging application. This individual will work with the team when needed on backssment and proof of concepts on system enhancements, products, and all contact technologies. Working within the framework of established

operating procedures, this position is accountable for providing end user support and system support that occur simultaneously within the Contact Center Applications group.

Activities will include Contact Center support, troubleshooting, maintenance, and optimization of systems. The incumbent is expected to keep skill sets current by attending training or other methods. Key Responsibilities/Duties - what you will be doing Primarily responsible for support queues and day-to-day support of end users including SLAs and metrics Consult with end users to help determine end users' needs in respect to problem solving and troubleshooting. Collaborate with IS Help Desk, Desktop Services, Desktop Engineering, Systems Engineering and Network Services to provide quick resolution for customers Perform steps using established procedures for support of all applications and systems Provide guidance to and assist in the training of end users Assist in upgrades for Contact Center applications/systems and voice messaging application/system Take part in all engineering projects as needed/requested by senior team Work with team and understand strategic plan for these systems Expand industry and technical knowledge As required, act as the primary Contact Center applications and voice mail liaison in support of the IS department and the business in troubleshooting and problem resolution of technical issues With coordination from Manager of Contact and Collaboration Services, provide daily operational backup support to ensure smooth and continuous workflows Working with team members, assist in the installation of applications, infrastructure, appliances, upgrades, patches, and help to resolve application and voice messaging problems while keeping within departmental guidelines and standards Other related duties as assigned in support of business objectives Qualifications - what you need to perform the job EDUCATION, CERTIFICATION AND LICENSURE: Bachelor's Degree in Computer Science or related field or equivalent work experience EXPERIENCE (minimum years required) : 2+ years in an IT support role SKILL REQUIREMENTS: Experience with Contact Center applications and technologies such as IVR, contact queuing/skilling/scripting, forecast/scheduling, quality management, compliance recording and multi-media knowledge Experience with Avaya contact center, Verint QM and WFO, CXE voicemail a plus Requires analytical and technical ability to understand the managed care business Requires an understanding of the role of Information Systems within the business Requires a conceptual understanding of technologies pertinent to Point32Health business and Information Systems.

Requires understanding that all information (written, verbal, electronic, etc. ) is considered confidential, including operational practices and strategies Requires that the individual be well organized while being readily adaptable to changes in a fast-paced technology environment Must be able to work independently and exercise appropriate judgment as necessary Requires excellent communication and interpersonal skills to work effectively with end users, peers, management and the IS department, and various vendors Requires the ability to maintain productive interpersonal relationships WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS (include special requirements, e.

g. lifting, travel) : Must be able to work under normal office conditions and work from home as required. Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations. May be required to work additional hours beyond standard work schedule. Occasional weekend and nights may be required for non-intrusive completion of departmental projects or objectives.

Travel to designated recovery site in the event of an emergency is required. On-call support is rotated weekly among the staff for 24x7x365 support. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do-from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent.

We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, interactionual orientation, national origin, genetics, disability, age, or veteran status. PDN-9ad3530e-9814-43db-abba-f7224de3497e

- preferably in a custom order shop (i.

e. unique builds and not repetitive mass production). Duties and Responsibilities Oversee the development and implementation of manufacturing processes to maintain proper product functionality and cost efficiency Evaluate existing manufacturing processes and workflows to identify areas that could benefit from changes and improvements Review, evaluate and implement engineering changes and specification requirements Create processes and procedures to help the company meet budgetary goals as well as performance quotas Responsible for the design and development of new machine tool fixtures per machine center as required by sales order Establish an effective

and efficient material flow process for machine shop WIP (Work in progress)Devise new solutions to existing manufacturing problems Work with other departments, i.

e. Quality Control, to perform root cause analysis when a production defect occurs Evaluate existing machine tools and present return on investment criteria for improved production tools Partner with shop floor supervision to focus on manufacturing measurement improvements in all areas (cost, quality, schedule, and safety). Ensure jobs are closed out administratively so manufacturing absorption hours are positive to plan Partner with other management to train operators on new and improved manufacturing techniques Equal Opportunity

Employer Veterans/Disabled While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations.

Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation.

Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. PDN-9ac9aae6-fd64-4c27-9766-aead8bfd3c72

our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together. About this role Under general supervision, perform preventive maintenance, repair, installation and commissioning of building automation control systems.

This person is accountable for high customer satisfaction levels through direct, onsite client interaction. May also assist more senior specialists, project managers, engineers and designers in functional testing and system validation. Individual must understand the principles that comprise a Building Control system and possess the ability to learn new product and strategies as they are released for

sale. High level of documentation of daily activities and recommendations is required. Key Responsibilities Adheres to all ALC and customer safety standards. Promotes safety awareness on work sites.

Communicates with customer upon arrival and before leaving the facility. Ensures high levels of customer satisfaction. Meets regularly with customers' representative to become familiar with operation of customer facility. Keeps customer informed of the nature of service we are onsite to perform. Communicates outstanding issues and recommends system enhancements, upgrades, and/or repairs. Is observant of additional opportunities we may have to solve issues. Works with service team to engineer

and estimate solutions. Performs system maintenance in accordance with established service practices and direction including field controllers, servers and workstations and field hardware.

Maintains feedback of equipment scheduling and modifications needed to the service team and their appointed supervisor. Manages assigned work to meet professional execution of time and customer satisfaction. Reports issues or changes to management immediately in accordance with company policy and practices. Interfaces with service coordinator, service account manager and service project managers to coordinate activities as required in a professional manner. May provide training to customers on their specific control systems operations.

Delivers documentation to the customer for training as needed or as contractual obligation requires. Follows established learning path and conducts extensive self-study (reading, research and practice) to improve and maintain technical proficiency in company's product lines. Completes certifications as required by the company. Completes all job required documentation on-time including time sheets, expense reports, posting of work orders, on-site documentation and project status reports in accordance with company policy as required.

Performs other duties as assigned. Basic Qualifications HS Diploma or GED 3+ years of experience in the HVAC controls industry 1+ years of experience with the Microsoft Office Suite Clean and valid driver's license Must be able to climb ladders or use other lift equipment in excess of 8 feet above grade, and be capable of lifting items up to 50lbs Preferred Qualifications Other qualifications you may have that would be beneficial in this role include: Bachelor's Degree from a recognized college or university in building HVAC with a focus on building automation controls (3- or 4-year program) Experience in dealing with a number of simultaneous challenges, requiring knowledge of many different disciplines A true team player who has the customer's best interests first and foremost PDN-9ac19ee8-73bc-4add-a0ae-ba2d9d75159f

Engineering jobs encompass various roles focused on designing, developing, and maintaining structures, machines, devices, systems, and materials. These positions require a strong foundation in STEM (Science, Technology, Engineering, Mathematics) and often involve problem-solving, creativity, and technical expertise. Typical engineering disciplines include civil, mechanical, electrical, and chemical engineering, among others. Engineers work in diverse industries, from automotive to aerospace, construction to computing. Characteristics of engineering jobs include a blend of theoretical knowledge and practical application, a commitment to safety and efficiency, and the likelihood of collaborating across multidisciplinary teams.