Contact Center Engineer

Prime Therapeutics LLC (Prime) is an innovative and emerging leader in the pharmacy benefit management (PBM) industry. Our mission is to provide the highest quality care and service for our members and empower clients to make informed decisions in health care management. Our strategy is to integrate pharmacy and health management for clinical, financial and ultimately member gain. We proudly serve over 12.5 million members across the United States.If you are looking to make a difference in the lives of others, along with opportunities to develop and advance your career, come join our rapidly growing and dynamic company. We are headquartered in Eagan, Minnesota with locations in Nebraska, New Mexico, Texas and Illinois.Prime is looking for a Contact Center Engineer to join our growing IT organization. The position is responsible for technology engineering and support of the Prime internal and outsourced technology associated with Prime Therapeutics contact centers. Engineer, design, deploy and support contact center technology to perform intelligent call routing, voice recognition, reporting and other related functions.This person will work closely with contact center management, application development personnel and outsourced call center vendors to understand business requirements, drive call center strategy and develop solutions to meet business needsAccountabilities: 1. Consult with business users to get specifications and agree on timeframe for completion of assigned requests.2. Interfacing with various vendors – Cisco, AT&T and others.3. Write detailed description of user needs, system design, program functions, and steps required to modify network and voice systems. Review specifications with business user to ensure compliance with requirements.4. Design, implement and support ICM and CRS/IVR scripting solutions to meet call center requirements. 5. Work with business users to develop and implement acceptance test plan to ensure that product meets customer requirements and expectations.6. Train end users and assist technical support staff on use of application systems software as needed. Assist less experienced staff in user specifications, coding, testing, and debugging.7. Maintain regular written communication on project status with Project Manager and IS management. 8. Troubleshoot production problems within assigned software applications.Job Requirements: 1. Bachelor’s degree in Computer Science, Telecommunications, Engineering, Information Systems or equivalent.2. Excellent Interpersonal / Teamwork Skills.3. Minimum of 3+ years experience with the implementation of voice technologies.4. Thorough background with VoIP and Contact Center voice technology. Specific experience with Cisco Networking and Cisco IPCC preferred but not required.5. Experience with AT&T advanced features.6. Experience with voice recognition technologies.7. Experience with IPCC scripting technologies and IVR development.8. Must be self-starter and have excellent communication skills, both verbal and written. Able to deliver results in a high-energy/high-pressure environment.9. Strong customer focus and desire to assist end users.10. Ability to independently solve complex technical problems.11. Work experience in a contact center environment.12. Strong verbal and written communication skills.WHY WORK FOR PRIME?o Prime is a Growing Companyo Opportunities for Training and Career Advancemento Competitive Pay and Benefits: Prime offers a competitive salary with bonus incentives. In addition, Prime provides an excellent benefit package including: medical, dental, vision, company paid life insurance, company paid disability insurance, generous Paid Time Off, 401(k) with a two component match, tuition reimbursement and more.o Great Work Environment: Our work facilities are modern, clean and provide our employees with the most up-to-date technology. We have a high-energy, fast-paced culture where we value new ideas, build teamwork and celebrate our accomplishments.We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.Bachelors DegreeAdditional Information:Telecommute Percentage: 10%