Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position SummaryCVS Health is recruiting for a Senior Contact Center Engineer to be a key member of a team of highly talented engineers accountable for CVS’s dynamic contact center environment consisting of Avaya, Cisco, and Five9 technologies. This individual will influence and provide technology strategy, direction, management, and support for the voice and contact center infrastructure at CVS Health.

*This position is remote and can be based in any time zone within the United States.

You will make an impact by:

• Architecting, designing and supporting complex voice and contact center solutions that incorporate technologies such as Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle SBC's, and Five9 Contact Center as a Service

• Engineering multi-vendor solutions that are fault resilient with integrations across the multi-vendor platforms

• Staying current with technology trends to effectively manage product portfolio in support of business needs

• Collaborating and driving effective partnerships across the enterprise technology functions to maximize alignment, efficiency, cost optimization and investments, and delivery

Required Qualifications

• 7+ years experience designing, implementing, and operating an enterprise Cisco Contact Center

• 7+ years working experience with all major Cisco components: Unified Customer Voice Portal, Contact Center Enterprise, Communications Manager, Finesse, Intelligence Center, Border Element (CUBE), Peripheral Gateways

• 5+ years experience working with call routing and flows, IVR, CMS, recording, and overall contact center functionality

• 7+ years designing, implementing, and operating contact center work flows and call flows

• 5+ years experience integrating with Five9 (preferable) or other public-cloud contact center systems

Preferred Qualifications

• Working knowledge of IP telephony and contact center technology including SIP, session border controllers, integration with SIP service providers, TDM-SIP integration, UC-CC integration

• Understanding of IP networking including Cisco routers, switches, firewalls and VPN, and F5 load balancers

• Working knowledge of diagnostics and troubleshooting UC and CC systems over various types of networks including work-from-home workers

• Working knowledge of monitoring tools such as Solarwinds, NetScout, Nectar, Empirix Voice Watch

• Ability to run projects to change/migrate/modernize the CVS network and voice infrastructure

Education

Bachelor’s degree or equivalent experience (High School Diploma and 4 years relevant experience)

Business Overview

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Pay Range

The typical pay range for this role is:

$118,450.00 - $247,200.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 05/20/2024

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.