Sr. Contact Center Engineer

GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.

GEHA has one mission: To empower federal workers to be healthy and well.

Offering one of the largest medical and dental benefit provider networks available to federal employees in the United States, GEHA empowers health and wellness by meeting its members where they are, when they need care. We serve our members with products they value and a personalized customer experience, sustained by a nimble and efficient organization.

* Manages and coordinates deployment, development, and expansion of the technology operations environment.

* Identifies potential problems with delivery of operational services and develops solutions.

* Provides on-call infrastructure support during non-business hours.

* Communicate with departmental personnel to ensure effective deployment of technologies.

* Serve as technical resource for departmental and company-wide IT solutions.

* Provides some third-tier support for Service Desk and Tier-2 support for System Administrators.

* Participates in meetings to explain technical solutions and the feasibility of company operations to meet department needs for software and hardware. Works with Engineers and Leadership in finding cost-effective solutions to new and existing software and hardware needs.

* Maintains knowledge of associated company management software, architectures, telecommunication products and services. Provides monitoring and reporting of technology operations for more complex systems.

* Supports and collaborates with team members, software vendors, and other technical staff on project efforts to achieve implementation plans and timelines.

* Monitors system stability and capacity in relation to licensed limits and assists in developing long-term strategies and capacity planning for future infrastructure and telecommunications needs.

* Understands quality improvement process. Creates new processes and documentation. Stays focused on key issues and efficient in time use. Produces the desired outcome with a minimum of effort. Able to estimate schedules.

* Requires a Bachelor's degree in Computer Science, Information Systems Management or qualified technology certifications in network, systems, or other related certifications.

* Requires four-eight years of experience implementing systems and networking environments in large managed environment which may include virtualization, Citrix, Microsoft, telecommunications, call center environments, voice services and gateways, knowledge of storage area networking (SAN), servers with varying operating systems and an understanding of the security, integrity and the safety of company operational efficiencies plus other related products.

* Additional years of qualifying work experience may be considered in lieu of formal education.

* Requires knowledge of current Microsoft operating environments, effective verbal and written communications skills to consult with management, business partners and vendors; and project management skills, including demonstrated ability to work effectively in small, interactive teams of technical and non-technical associates, and demonstrated ability to manage multiple projects with varying priorities to successful completion.

Experience with NICE CXone Mpower a plus.

Work-at-home requirements

• Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
• A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
• Latency (ping) response time lower than 80 ms
• Hotspots, satellite and wireless internet service is NOT allowed for this role.
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

How we value you

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan: company match - dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program

Please note that the salary information is a general guideline only. GEHA considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

GEHA is an Equal Opportunity Employer, which means we will not discriminate against any individual based on sex, race, color, national origin, disability, religion, age, military status, genetic information, veteran status, pregnancy, marital status, gender identity, and sexual orientation, as well as all other characteristics and qualities protected by federal, state, or local law. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. We are committed to creating an inclusive environment for all employees. Our diversity drives innovation deepens connections and strengthens our organization.

GEHA is headquartered in Lee's Summit, Missouri, in the Kansas City area. We recognize the importance of balance and flexibility and offer hybrid and work-from-home options for many of our roles.