Cloud Engineer

4 weeks ago


Altamonte Springs, Florida, United States AdventHealth Full time
Job Summary

AdventHealth is seeking a highly skilled Cloud Engineer to join our team. As a Cloud Engineer, you will be responsible for managing, configuring, troubleshooting, and maintaining Contact Center applications. You will work closely with AIT Management, various Adventhealth Departments, and software vendors to gain an in-depth understanding of business/technical issues.

Key Responsibilities
  • Identify, analyze, and translate technical/business needs into functional specifications.
  • Work with the Business areas and IT teams in the implementation of solutions.
  • Support daily operations interfacing with Contact Center teams to implement the technology to provide real-world solutions and metrics to improve patient experience.
Requirements
  • Working knowledge of Contact Center technologies: Five9, Verint, Medallia.
  • Call handling and processing through the IVR.
  • Workforce and Quality Management.
  • Virtual queuing and callback.
Preferred Qualifications
  • Experience with IVR Development tools and understanding call flows.
  • SOAP/REST Web Services.
  • Experience supporting Automatic Speech Recognition, Text to Speech integrations.
  • Understanding of CPaaS (communication platform as a service) platforms including SIP, SBC, and PBX.
Education and Experience
  • High School diploma or equivalent.
  • Bachelor's degree in Management Information Systems, Computer Science, or related discipline is preferred.


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