Do you crave a career that truly makes an impact in people’s lives Do you thrive on problem-solving and finding solutions Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day.
Leidos QTC Health Services is seeking a Call Center Sr Engineer for Contact Center Technologies within the Enterprise Information Technology organization. You will collaborate with senior Technology and Business leaders and apply your knowledge of Contact Center technologies to influence and innovate solutions that impact the LQTC business. In this role the focus will be on the strategic Contact Center initiatives, consulting with network and call center engineers, L3/L4 level technical engagement and direct engagement with the Call Center Value Stream manager and team. A focus of this role will be to bring several business and technical Call Center aspects driving a governance model into a flavor of LQTCs Enterprise Contact Center of Excellence.
Primary Responsibilities:
Be the Senior Technologist who engages regularly with the LQTC operational and business stakeholders to develop technology roadmaps to match the functional roadmaps established by the businessBe a driver in developing, testing and implementing a migration from Cisco On-premises Call Center to AWS Connect ecosystemContribute as Senior Technologist to large-scale Amazon Connect projects, including system upgrades, migrations, and feature implementationsPerforms L3/L4 level operational engagement for existing (Cisco) call center ecosystem and new call center ecosystem (AWS Connect) by troubleshooting, maintaining, upgrading, and identification of problem areas and solving issues in a proactive mannerYou will be a critical team member responsible for engineering and evolving the LQTC call center technology strategy, innovation, and customer experience into a modern AWS Connect ecosystemYou will be responsible for designing, implementing, optimizing and operationalizing our contact center infrastructure, ensuring seamless integration and superior performance across multiple communication channelsDefine and lead technology proof of concepts to ensure feasibility of systems architected in the CTO organizationFollow department implementation standards and Change control processesProvides feedback and updates to internal process through internal documentationLook for opportunities to capitalize on technology advances through analysis of key industry and technology trends to assess potential impact on the enterpriseStrong follow-through, ownership & responsibility of Telecom workCreate/modify artifacts and deliverables, including the change management processWork unscheduled hours in case of emergency work/outagesClearly communicate across all levels of technology and business partners understanding your audience and delivering a clear messagePerform other duties as assigned by leadership
Required Qualifications:
Bachelor’s degree in computer science, business administration, related field, or possess equivalent work experience9+ years of experience in Call Center engineering and operations (level 4) *We will also consider a level 5 requiring 14+ years in Call Center engineering and operations7+ years of AWS Connect EngineeringUnderstanding if ITSM / ITIL / Service NowUnderstanding/use of SDLC, Agile, six sigma to drive fit for purpose technologiesMust be able to successfully pass National Agency Check with Inquiries (NACI) background investigation
Preferred Qualifications:
Currently working in a senior call center engineering role5+ years of Cisco UCC Call Center engineering a plusAWS and/or Cisco certifications a plusRelevant technical hybrid infrastructure certifications a plusStrong proven hybrid cloud call infrastructure experience (AWS preferred)Proven engineering and operations experience AWS Connect call center technologiesProven call center implementation experience in the AWS Connect technologies taking concept and bringing it to functional call center capabilities for our business partnersOrganizational and transformational experience in an agile operating modelStrong experience in establishing strategic technology direction for the call center line of businessProven experience in developing technology strategy and roadmaps that align to Short- and Long-term business goalsStrong grasp of value creation and business capability modelsProven track record of influencing senior leadershipHealth Care Call Center technology experienceInnovation and Continuous Improvement
About Leidos QTC Health Services
Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information.
Compensation and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations.
Commitment to Non-Discrimination
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.”Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.