Capital Rx · 5 hours ago
Senior Manager, Telecom Analytics & Reporting
Charlotte, NY
Full-time
Hybrid
Mid, Senior Level
$115K/yr - $115K/yr
0+ years expCapital Rx is an enterprise health technology company providing a comprehensive suite of solutions for employers and health plans. They are seeking a Senior Manager for Telecom Analytics & Reporting to design and implement IVR workflows, develop technical solutions, and oversee IVR projects to enhance customer experiences.
Hospital & Health Care
Responsibilities
Design and implement interactive voice response (IVR) workflows that improve the call experience for potential enrollees, members, clients, providers, brokers, and other users
Partner with customer facing contact center teams to develop technical solutions
Develop and deploy contact center technical standards across virtual call center globally
Identify opportunities to leverage existing technology solutions and new technical solutions to improve customer, client, provider and agent experiences
Design and document technical solutions, including architectural documents, engineering design documents and operational documentation
Serve as an IVR escalation point
Develop standard operating procedures for support of technical solutions
Ensure adequate system capacity to support business growth projections
Oversee all IVR projects from inception to implementation and post cut-over support
Responsible for overall design, expansion, and enhancements of IVRs and call flows
Design and deploy new applications with other IT systems integration for other products
Develop applications that can retrieve data using various data sources and data types through internal ingestion systems
Collaborate across stakeholders including IT, Engineering, Product, and Vendor resources to successfully deliver projects
Use experience designing and deploying complex contact center solutions leveraging InContact CXOne platforms and technologies
Use InContact Studio, IEX, Thin Agent, MAX Agent, and DID configuration
Use Central, CXOne, and InContact's reporting and analytics tools
Use ability to integrate InContact platforms with other technology
Use voice-centric programming languages and industry standard call recording platforms
Design solutions that balance both customer's needs and aligns to IT's technology roadmap
Use understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers
Qualification
Required
Bachelor's degree in Information Technology or Computer Science
6 months of experience in job offered or similar occupation
Design and implement interactive voice response (IVR) workflows
Partner with customer facing contact center teams to develop technical solutions
Develop and deploy contact center technical standards across virtual call center globally
Identify opportunities to leverage existing technology solutions and new technical solutions
Design and document technical solutions, including architectural documents, engineering design documents and operational documentation
Serve as an IVR escalation point
Develop standard operating procedures for support of technical solutions
Ensure adequate system capacity to support business growth projections
Oversee all IVR projects from inception to implementation and post cut-over support
Responsible for overall design, expansion, and enhancements of IVRs and call flows
Design and deploy new applications with other IT systems integration for other products
Develop applications that can retrieve data using various data sources and data types through internal ingestion systems
Collaborate across stakeholders including IT, Engineering, Product, and Vendor resources
Use experience designing and deploying complex contact center solutions leveraging InContact CXOne platforms and technologies
Use InContact Studio, IEX, Thin Agent, MAX Agent, and DID configuration
Use Central, CXOne, and InContact's reporting and analytics tools
Use ability to integrate InContact platforms with other technology
Use voice-centric programming languages and industry standard call recording platforms
Design solutions that balance both customer's needs and aligns to IT's technology roadmap
Use understanding of supporting and troubleshooting complex, global VOIP deployments including SBCs, SIP trunking and multiple carriers
Company
Capital Rx
Capital Rx is now Judi Health! Navigate to our new page here: https://www.linkedin.com/company/judi-health
501-1000 employees
H1B Sponsorship
Capital Rx has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (2)
2023 (1)
2022 (1)
2021 (5)
Funding
Current Stage
Late StageLeadership Team
A. J. Loiacono
CEO
Ryan Kelly
CTO
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