Modivcare

Compensation

Full Description

Are you passionate about making a difference in people's lives? Do you enjoy working in a service-oriented industry? If so, this opportunity may be the right fit for you! Modivcare is looking for an experienced IT Telecommunications Engineer IV to join our team. This position is responsible for the design, development, integration, and support of advanced contact center solutions using Genesys Cloud (CX) technologies. This role combines deep technical expertise with strategic understanding of customer experience, ensuring scalable, reliable, and high-performing systems that align with organizational goals. This role… Configure and manage Genesys Cloud routing, queues, agent profiles, permissions, and reporting. Provide support for the organization's CCaaS (Genesys Cloud CX) platform. Expert experience with Genesys Cloud Architect, Genesys Cloud APIs, and Data Actions. Familiarity with CI/CD pipelines with version control (Git) and strong knowledge of REST APIs, JSON, OAuth, and microservices architectures. Designs and maintains contact center infrastructure including IVR/IVA omni-channel flows (chatbots, digital channels, and routing logic). Participates in projects and new initiatives between telecom carriers, network, developers and telecom teams. Provides support for contact center related technologies like reporting, outbound campaigns, and WFM. Partners with telecom service vendors (Bandwidth, Veridas, Twilio, Google) on offerings and supports a combination of infrastructure design and maintenance. Works with network and server teams, and other IT departments to support and provision necessary infrastructure for telecom environments. Develops and maintains disaster recovery and business continuity plans for telecom and contact center systems, including regular testing and updates to ensure resilience in the event of disruptions. Continuously monitors and optimizes the performance of telecom and contact center systems, identifying and addressing bottlenecks, inefficiencies, and areas for improvement and optimization. Implements quality assurance processes for telecom services and contact center interactions, including monitoring call recordings, analyzing performance metrics, and providing feedback and coaching to improve service quality and customer satisfaction. May support projects and perform other duties as assigned. We are interested in speaking with individuals with the following… Bachelor's Degree preferred. Seven (7) plus years overall Telecom experience. Or equivalent combination of education and/or experience. Must have extensive knowledge of telecommunications technology systems and process skills. Must have minimum of 3 years of proven experience in Genesys Cloud Architect, demonstrating understanding, knowledge and execution in high volume contact center setting. PC literate, including knowledge of office productivity tools (MS Suite: Excel, Word, etc). Communications skills (listening, speaking, writing, inquiring). Ability to work under pressure and handle stress. Ability to participate in on-call schedule (after hours and weekend support). Works well within a team environment as well as individually. Must have excellent organizational and coordination skills. Must demonstrate sound analytical skills. Must be able to self-manage tasks and projects and keep management informed of progress. Salary: $97,200 - $133,700 Bonus eligible based on individual and company performance. Modivcare’s positions are posted and open for applications for a minimum of 5 days. Positions may be posted for a maximum of 45 days dependent on the type of role, the number of roles, and the number of applications received. We encourage our prospective candidates to submit their application(s) expediently so as not to miss out on our opportunities. We frequently post new opportunities and encourage prospective candidates to check back often for new postings. We value our team members and realize the importance of benefits for you and your family. Modivcare offers a comprehensive benefits package to include the following: Medical, Dental, and Vision insurance Employer Paid Basic Life Insurance and AD&D Voluntary Life Insurance (Employee/Spouse/Child) Health Care and Dependent Care Flexible Spending Accounts Pre-Tax and Post --Tax Commuter and Parking Benefits 401(k) Retirement Savings Plan with Company Match Paid Time Off Paid Parental Leave Short-Term and Long-Term Disability Tuition Reimbursement Employee Discounts (retail, hotel, food, restaurants, car rental and much more!) Modivcare is an Equal Opportunity Employer. EEO is The Law - click here for more information Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr.recruiting@modivcare.com Due to system issues, if you are unable to search for your application, please reach out to the Talent Acquisition team via email at hr.recruiting@modivcare.com and a member of the Talent Acquisition team will reach out to you within the next 48 business hours. We appreciate your interest in joining Modivcare! Our goal isn’t a number. It’s a difference. Modivcare is leading the transformation to better connect people with care, wherever they are. We serve the most underserved by facilitating non-emergency medical transportation and personal and home care to enable greater access to care, reduce costs and improve outcomes. Please note, Modivcare will never ask any potential applicant for employment for any Personal Identifiable Information via social media. Additionally, Modivcare will never ask any applicant for money. Please be cautious of any individual posing as a recruiter for Modivcare requesting personal identifiable information. If you suspect someone is attempting to collect your personal information or solicits money from you via any social media platform, we encourage you to report such scammers to that platform. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!