Contact Center Solutions Architect

| San Francisco | Remote
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About us:

Grand Rounds is a new kind of healthcare company. Founded in 2011, the company is on a mission to raise the standard of healthcare for everyone, everywhere. The Grand Rounds team goes above and beyond to connect and guide people to the highest quality healthcare available for themselves and their loved ones. Grand Rounds creates products and services that give people the best possible healthcare experience. Named a 2019 Best Place to Work by Glassdoor and Rock Health’s 2018 Fastest Growing Company, Grand Rounds works with inspiring employers and doctors to empower them to be the change agents we need to make our shared vision a reality.

Grand Rounds is seeking a Contact Center Solutions Architect to lead the technical delivery and operation of our cloud based telephony solutions. The Contact Center Solutions Architect is responsible for partnering with Patient Care Team leadership to innovate and optimize all aspects of our Contact Center. The ideal candidate is an excellent translator of business requirements to technical requirements; moreover, has an excellent track record of delivering Telephony solutions on time and with high quality. A passion for working cross-functionally and taking SaaS solutions to their fullest potential is essential. From staying abreast of the latest Telephony capabilities to monitoring performance to debugging and troubleshooting, you are the resident expert for all of our Telephony needs. This is a full time work from home position.

In your first 30 days, you will

  • Get to know key internal leaders, stakeholders and future collaborators 
  • Understand the Grand Rounds' business model, products and solutions 
  • Patient Care Team responsibilities, processes and care delivery model
  • Adopt select OKRs and identify opportunities to advance key measures

In your first 60 days, you will

  • Develop tight alignment with Patient Care Team subject matter experts
  • Collaborate with Patient Care Team stakeholders on Telephony project schedules, quality measures and success metrics
  • Produce individual OKRs
  • Understand all aspects of the Grand Rounds Contact Center
  • Advance Grand Rounds definition of Contact Center leading practices

In your first 90 days, you will

  • Develop a perspective on Grand Rounds Contact Center performance and data issues
  • Publish artifacts to advance the Grand Rounds Contact Center roadmap

Responsibilities

  • Lead the technical delivery of all Contact Center initiatives and drive all on-going Contact Center maintenance
  • Advise leadership on Contact Center best practices and maximizing Contact Center ROI
  • Identify technical dependencies, data dependencies and functional roadblocks to mitigate Five9 delivery risks and bolster the successful, timely execution of Contact Center initiatives
  • Maintain strong working relationship with Contact Center CSMs and TAMs
  • Consult with the Product Management and Engineering teams to advance the integration of Five9 with the Grand Rounds enterprise landscape and build an Omni-Channel member experience
  • Generate and automate reporting/dashboards for key Contact Center performance measures, e.g. dropped calls, abandoned rates, wait times
  • Contribute to the Grand Rounds Contact Center roadmap via a deep understanding of current and future Five9 capabilities and leading practices
  • Contribute to the processes and capabilities for monitoring outages and incident response protocols

Qualifications

  • Demonstrated success with the implementation, scale and operation of enterprise-class Contact Center clouds, including:
  • -reporting and analytics for business critical Five9 data

    -integration of Five9 with best-in-class enterprise technologies, e.g. salesforce, slack 

    -driving adoption of telephony leading practices to maximize Contact Center ROI

  • Experience with delivering and supporting Contact Center solutions in complex environments; those with competing priorities and conflicting demands 
  • Experience with Contact Center implementation/consulting services, Contact Center solution support, Contact Center solution engineering
  • Strong understanding of Contact Center cloud capabilities and limitations
  • Excellent analytical, process design and problem-solving skills 
  • 10+ years experience in Contact Center clouds/platforms and Telephony systems
  • B.S. or equivalent degree
  • Experience working in health technology or the healthcare industry is a plus
  • Established pattern of success when working from home

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Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

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Location

We are located in downtown SF close to many restaurants and public transportation options. And our biggest office perk: beautiful views of the bay.

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