Job Title

Job DescriptionDesign, develop, implement and support advanced communications technology and contact routing solutions for CVS Health's global contact center business constituents. Identify opportunities and make recommendations to improve efficiency and performance of member/provider-facing contact center communications designs.Required Qualifications4 + years of experience with IT vendor management4 + years of experience with IT project management4+ years of administrator experience with Voice Over IP telephony4 + years of administrator experience with call management - ACD (Automatic Call Distribution)4+ years of experience with telecom platforms such as Avaya, Cisco, AT&T, etc.COVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred QualificationsAbility to understand complex contact center business requirements (voice, chat, co-browse, text/SMS, click-to-call, automated outbound dialing) and design solutions resulting in resource efficiency and improved member experience. 3-5 year's experience in Avaya, Cisco, Five9 and carrier (AT&T and Verizon) VOIP/SIP technologies. Ability to grasp contact design inefficiencies and solution improvements with an added focus on cost containment.Good written and oral communication skillsEngaging and Developing PeopleCreating Technology PartnershipsSelecting and Applying Technology SolutionsCollaborating for ResultsDriving a Culture of ComplianceLeveraging TechnologyEducationBachelor's degree or equivalent work experienceBusiness OverviewBring your heart to CVS HealthEvery 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.