Job description

HCH Enterprises, LLC is seeking a Senior IVR Configuration Specialist in support of the State of Rhode Island Department of Human Services (DHS). The Senior IVR Configuration Specialist will provide technical configuration for IVR specific to InContact Studio programming and will also be responsible for consulting, designing and development of IVR integrations.

This is a hybird/remote position and will require candidate to be onsite when required.

Other responsibilities include:

· Manage Contact Center Software and tools efficiently (Central, ACD, IVR, Performance Management)

· Enterprise account exposure – high end contact.

· Providing process, data and object modeling in a variety of application and database environments.

· Providing database design, development, and enhancement, and management and coordination of changes to existing CRM/IVR applications

· Providing technical architecture guidance, analysis, design, development, and enhancement

· Assisting with the development of client information management standards and evaluation of technology trends

Requirements

· NICE inContact required

· Studio Scripting Tool required

Equal years of professional experience beyond education requirements as noted above

Skills and/or Experience

· Strong troubleshooting and problem-solving skills

· Implementation & Solutions: broad skills in both technology & analysis

· Excellent communication (Written and Verbal) interpersonal skills

· Cloud experience a plus

· Experience in supporting worldwide customers/Business Partners

· Expert Services: deep skills in specialized technical & functional areas

· API software development skills with experience using the RESTful/SOAP web services

· Proficiency in one or more of the following programming languages JavaScript, Java, Python, PHP

· Relational database experience highly desirable

· Expertise in industry leading contact center technologies

· MS office knowledge (excel, project plans, smartsheet, visio)

· Presenting a professional image in conduct, attitude, and attire

· Consulting experience desired

· Contact center operational experience

· Contact Center software solution experience

· Previous experience with contact center workforce management, quality management or analytics systems.

· Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

Education

· BS/BA in technical (e.g., Computer Science/Information Systems) field or equivalent work experience required.

Company Overiview

HCH Enterprises, LLC (HCH) is an IT Consulting, Engineering and Healthcare Consulting Company. Founded in 1986 HCH was incorporated in Rhode Island in 2001. Our mission is to develop and deliver high-value, creative and competitive solutions and services to our government and commercial clients. HCH specializes in: Project and Program Management; Business Analysis; Data Analytics, Enterprise Architecture; Network Infrastructure Support; System Security; Software and Database Services; and COOP and Disaster Recovery. Our project teams have been providing direct and ongoing technical services and management support in healthcare and healthcare transformation efforts in the state of Rhode Island. We are committed to helping our client deliver quality healthcare services to the people they serve.

Job Types: Full-time, Contract

Pay: $95,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Cranston, RI 02920: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your expected salary?

Education:

• Bachelor's (Required)

Experience:

• JavaScript: 3 years (Required)
• Python: 3 years (Required)
• PHP: 3 years (Required)
• NICE: 3 years (Preferred)
• Studio Scripting Tool: 3 years (Preferred)

Work Location: Hybrid remote in Cranston, RI 02920

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