CVS Health

Hartford, Connecticut, United States

Distinguished Engineer- Call center Technology

Posted over 1 month ago

Sorry, this job has expired.

Job Description

Bring your heart to CVS Health Every 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.

The role of a Distinguished Call Center Engineer is responsible for leading the development and design of the Call Center Infrastructure strategy for the ETS Organization. This key technical position is accountable for defining architecture and engineering standards, documentation best practices, system monitoring and analytics and top tier (level 4) operational support.
This position will also mentor staff members in an effort to develop excellent enterprise telephony skills.

Responsibilities include:
1. Designs and implements highly resilient and failure proof call center solutions with the ability to withstand system failures, faulty code and other infrastructure impairments G thinks with a global mindset and never fail mentality when implementing solutions.
2. Working across all business disciplines, this senior technical leader will ensure that requirements (both business and technical) and use cases are collected with requirements defined to meet expectations in the most efficient and economical way possible.
3. Conceptualizes, designs, validates and tests complex global contact center architectures that support voice and call center solutions
4. The Distinguished Call Center Engineer will operate at the enterprise level responsible for creating a wholistic strategy and tactical execution plan of implementation, as well as operationalizing investments which ultimately result in a resilient call center architecture that is scalable to meet the growing business needs as well as lowered mean time to repair and time between incidents.The successful candidate will have a strong work ethic, be a self-starter, and able to be highly productive in a dynamic, collaborative environment. The ideal candidate will have the following experience / knowledge / ability:

  • Ability to work Hybrid Model (in office Tuesday / Wednesday / Thursday).
  • 15+ years of enterprise contact center design and architecture experience G applicant must be hands on keyboard with the ability to technically explain solution concepts and intangibles.
  • 5+ years of experience within a fortune 50 corporations supporting complex networks with absolute fault tolerance in mind.
  • 5+ years engineering experience in large complex contact center solutions with vendor solutions from large vendors such as Cisco, Avaya, and Five9
  • Advanced Degree
  • 5-8 years of experience leading diverse project teams
  • Progressive track record leading change through a rapid period of transformation
  • Ability to make quick decisions through a combination of analysis, experience, and judgment
  • A builder of talent who can empower and motivate teams
  • Effective operation in matrix environments to develop alignment and maximize collaboration in a successful manner
  • Excellent critical thinking, verbal, and written communication skills. Ability to communicate with senior levels of the organization
  • Continuous learner well informed on technology trends and methodologies.
  • Leadership skills to include bringing new ideas, insights, and knowledge, and helps drive the organization to implement new programs and solutions
  • Bachelors Degree - Computer Science, Engineering
  • Pay Range

    The typical pay range for this role is:

    $170,000.00 - $325,000.00

    This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the companys equity award program.

    In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Companys 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off ("PTO") or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

    For more detailed information on available benefits, please visit

    CVS 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.

    CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health colleagues can initiate a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through myHR (1-888-694-7287, or through myLeave at myHR). If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.