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Job Description LIC based Local 638 HVAC Service Company has an opening for highly skilled experienced Commercial HVAC/Refrigeration Technicians for hi-volume fast paced service department. Opportunities are available for Commercial Refrigeration and HVAC. WE ARE PROUD TO HIRE VETERANS! Responsibilities to include, but are not limited to: • Maintain service and repair HVAC/Refrigeration equipment and associated systems in commercial and industrial establishments., • Assess equipment and service needs of customer., • Identify revenue generating opportunities; make recommendations to customer that can be immediately performed., • Service and repair HVAC systems and refrigeration equipment., • Possess diagnostic and troubleshooting skills., • Prepare accurate daily reporting on work orders and quotes., • Communicate with Dispatcher and Service department personnel., • Utilize all applicable safety equipment and personal protective equipment (PPE)., • A valid clean driver's license and meet the company's motor vehicle policy., • FDNY Torch Certification, • OSHA 30 hour and 10 hour SST Certification, • Be proficient with Smart Phone Usage, Knowledge of IVR usage and Retail procedures is a plus, • Flexible to work stand by rotation and overtime as needed

Exciting Associate CX Manager opportunity with our media client. Contract Duration: 9 months through the end of the year. Hybrid with 3 days a week in offices in Englewood Cliffs, New Jersey Our media client is looking for a Customer Experience Associate Manager to optimize our multi-channel support operations and ensure we’re delivering world-class service to our digital subscription customers. The ideal candidate has 3-4 years of operational experience with expertise in intelligent automation. This role requires experience a deep understanding of customer support tools and building workflows with precision. The Associate Manager must be a tenacious and analytical thinker, eager to dive into complex issues and drive impactful improvements in support delivery and customer satisfaction. This position reports to the Director of Customer Experience. Experience Requirements: • 3+ years of experience training and managing customer support agents in a digital business, • Proven ability to help teams and individuals prioritize tasks in a dynamic environment, • 1-2 year experience working with 0assistant/chatbot tools, including content design and conversational flow building, • Excellent written and verbal communication skills, • Strong organizational and time-management skills, • Analytical mindset with attention to detail and a bias toward action Curious and adaptable, with a willingness to explore and test new technologies, • Passionate about solving customer problems and improving CX operations Experience in a digital subscription or membership-based business Familiarity with Kustomer (or similar support platforms) Experience using Piano, Braintree, or similar billing/payment systems Previous experience managing offshore support teams Experience working in a startup or early-stage team environment What You Will Be Doing Top Responsibilities: • Continuously update both the internal and customer-facing knowledge base and workflow documentation for the CX team., • Identify and automate recurring workflows across our CX teams., • Experiment with tools, build prototypes, test automations, and help us redesign how we can automate interactions across different channels – without sacrificing customer support quality., • Analyze CX data (efficiency, quality, customer sentiment) to spot patterns and opportunities for automation, • Document and improve current-state processes, SOPs, and tooling flows with an eye toward scalability and clarity, • Establish governance for the support center and chatbot content to ensure consistency, accuracy, and relevance across channels, • Define and execute the roadmap for AI-powered support experiences, including chatbot, agent assist, and IVR Continuously improve containment and resolution rates by optimizing bot flows, self-service experiences, and knowledge delivery, • Stay on top of emerging trends in AI and customer support technology, proactively proposing innovations that improve customer and agent outcomes, • Collaborate cross-functionally to embed AI support moments into the broader customer journey, aligning with engagement and revenue goals, • “Dogfood” Our Products: Proactively test and explore our digital products as a customer would., • Surface UX or journey issues and collaborate with product teams to address them. Note:, • All new CX team members are expected to work as full-time support agents for the first 3 months to develop deep empathy for our customers and frontline team.

CSI Companies is seeking a Telecom Analyst/Wireless Engineer to work with one of the top hospital systems in the country! Location: New York, NY 10016 Type: Hybrid (1-2 days per week onsite) Duration: Long-Term Contract (2+ years) Pay: $65 - $75/hr W2 Shift: Monday - Friday, standard business hours Description: Overview We are seeking a highly skilled Telecom Analyst / Wireless Engineer to support enterprise voice, telecom, and unified communications environments. This role will focus on design, implementation, maintenance, and troubleshooting of complex telephony systems, trading floor technologies, and network infrastructure across multiple platforms. Key Responsibilities • Design, implement, and support enterprise voice and unified communications systems, • Manage and maintain Cisco and Avaya telephony platforms, including upgrades and migrations, • Support call center technologies and voice recording systems, • Monitor and troubleshoot telecom and network performance using industry tools, • Provide support for trading floor communication systems (turrets, private lines, etc.), • Manage telecom infrastructure including circuits, gateways, and protocols, • Participate in data center operations, migrations, and disaster recovery planning, • Collaborate with cross-functional teams to deliver telecom-related projects, • Maintain accurate documentation, diagrams, and system configurations, • Utilize ticketing systems to track incidents, changes, and service requests Required Technical Skills Telephony & Unified Communications • Cisco Unity Connection, • Cisco Unified Communications Manager (CUCM) (8.6 – 12.5), • Cisco UCCX (Call Center), • Cisco IM & Presence, Jabber, WebEx, Teams, Skype, Spark, • Cisco PBX, voice gateways, and switching infrastructure, • Avaya Aura & Contact Center, • Trading floor turret systems (IPC, BT, Siemens, Speakerbus), • SIP, H.323, PRI, ISDN, T-1, DS-3, • PSTN technologies and private line configurations (hoots, ARDs, MRDs), • SolarWinds, Wireshark, • Call accounting systems (Veramark, Proteus, Calabrio), • Data center operations and infrastructure management, • Disaster recovery planning and execution, • Documentation tools (Visio, CAD, Microsoft Office Suite) Qualifications • Bachelor’s degree in Telecommunications, Network Engineering, IT, or related field (or equivalent experience), • 5+ years of experience in telecom/voice engineering roles, • Strong experience with Cisco and/or Avaya environments, • Experience supporting financial/trading environments is a strong plus, • Proven ability to manage complex telecom projects and migrations Preferred Skills • Experience in large enterprise or financial services environments, • Certifications such as CCNA/CCNP (Collaboration or Voice), Avaya certifications, • Exposure to cloud-based communication platforms, • Strong troubleshooting and analytical skills

Job Description Role Summary: We are seeking a highly skilled Technical Lead to drive the design, development, and optimization of AWS-based contact center and backend solutions. This role will focus on Amazon Connect and related AWS services, serving as a hands-on leader responsible for architecture, integrations, and technical excellence across customer engagement platforms. Key Responsibilities: Architecture & Design • Define and own the technical roadmap for Amazon Connect and related systems., • Architect scalable, secure, and resilient cloud-based contact center solutions., • Lead modernization and migration from legacy telephony platforms to Amazon Connect., • Oversee and guide a scrum team of developers through project delivery. Development & Integration • Design and build IVR/contact flows, Lex bots, routing logic, and voice/chat automation., • Integrate Amazon Connect with Salesforce, ServiceNow, and other enterprise systems., • Develop event-driven applications using AWS Lambda, API Gateway, DynamoDB, EventBridge, and Kinesis., • Implement AI-powered automation using Amazon Bedrock, OpenAI, or LangChain., • Train and mentor engineers transitioning into Amazon Connect development. Operations & Support • Oversee production stability, incident response, and performance tuning., • Conduct root-cause analysis and maintain observability via dashboards and SLIs/SLOs., • Ensure system reliability and compliance with security and IAM standards. Leadership & Collaboration • Lead and mentor cross-functional teams across development, data, and infrastructure., • Partner with network/security teams to uphold QoS and compliance requirements., • Provide tools and dashboards for business and operations reporting. Required Skills & Qualifications: • 10+ years of experience in telephony, contact center, or AWS backend development., • 3+ years hands-on experience with Amazon Connect (preferred)., • Strong AWS expertise: Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, and IAM., • Experience integrating Salesforce Service Cloud Voice or similar CRM systems., • Familiarity with SIP, RTP, PSTN, QoS, and packet loss mitigation., • Strong understanding of REST/GraphQL APIs, JWT, OAuth, and SAML., • Proficiency with Terraform, CloudFormation, Git, and CI/CD tools., • Excellent communication, leadership, and stakeholder management skills. Preferred Certifications: • AWS Certified Solutions Architect or Developer, • Salesforce Service Cloud or Omni-Channel Certification

Job Description We are currently seeking a highly skilled and experienced Test Automation Manager. As the Test Automation Manager, you will be responsible for leading and managing our automation testing efforts. Your extensive experience in automation testing, along with your proficiency in various automation tools and frameworks, will be essential in ensuring the quality and efficiency of our software testing processes. Responsibilities: • Lead and manage the test automation team, providing guidance and support in implementing effective automation strategies., • Design, develop, and maintain automation frameworks and test scripts using Selenium, UFT / QTP, Botium Testing tool, C#, Chatbot Testing, ComputerVision Testing, Cypress, Katalon, MBT, ML/NLP Testing, PTF, RPA Testing, SAP Worksoft, Service Now, Talos, Test complete, Tosca, UFT, Voice bot/IVR Testing, Automation Testing - UFT / QTP, Botium Testing tool, Chatbot Testing, ComputerVision Testing, Java Script, JDBC, JIRA Administrator - Testing, ML/NLP Testing, Model based testing (MBT), PS Testing, Rest Assured, RPA Testing, SOAP UI, Voice bot/IVR Testing, Web services Testing-SOAP UI., • Utilize your expertise in Karate framework to build and enhance automation testing capabilities., • Collaborate with cross-functional teams to analyze software requirements and design test cases accordingly., • Drive the adoption of best software engineering practices including CI/CD and automated testing., • Stay updated with the latest advancements in automation testing tools and platforms., • Provide leadership in innovation and adoption of leading test platforms/solutions., • Train and mentor team members on automation testing best practices., • 8-12 years of experience in automated testing, with at least 5 years focused specifically on automation testing., • Proficiency in building automation frameworks and writing automation test scripts using Java., • Strong understanding of Java/J2EE development to design, implement, and triage defects or issues., • Expertise in Karate framework is mandatory., • Familiarity with leading tools such as Maven, Jenkins, Bitbucket/Git Repos., • Proven ability to build automation testing frameworks from scratch using tools like Karate, Selenium, Cucumber, Rest Assured, etc., • Solid understanding of good software engineering practices including CI/CD and automated testing., • Excellent problem-solving skills and attention to detail.

Job DescriptionCompany Description Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Job Description We are looking for a Principal Genesys Cloud Professional Services Consultant to join our team and drive the delivery of innovative, enterprise-grade contact center solutions. In this role, you will lead the design and implementation of advanced multi-channel customer experience platforms, leveraging deep expertise in Genesys Cloud and modern contact center technologies. The ideal candidate combines strong technical leadership, hands-on delivery experience, and the ability to translate complex business requirements into scalable, high-quality solutions. Responsibilities: • Serve as the primary technical point of contact for customers and internal stakeholders, providing expert consultancy on Genesys Cloud solutions., • Lead the design and delivery of end-to-end technical solutions, including facilitating workshops, gathering requirements, and producing technical design documentation with stakeholder sign-off., • Analyze complex business and technical challenges to define scalable and effective solution architectures., • Own and evolve the technical architecture of Genesys solutions, introducing new technologies and best practices where appropriate., • Configure and optimize Genesys Cloud environments to align with changing business and operational needs., • Lead the planning and execution of contact center deployments, migrations, and system upgrades., • Act as the main escalation and coordination point for Genesys-related matters, collaborating with internal teams and external vendors., • Support production readiness activities and ensure smooth transition of contact center solutions into live environments.Qualifications, • 5+ years of hands-on experience supporting and optimizing large, multi-site, complex contact center environments., • Experience in designing, implementing, and supporting Genesys Cloud solutions in enterprise settings., • Proven expertise in building routing strategies and IVR workflows using Genesys Architect, • Experience with CRM integration (e.g., Salesforce, MS Dynamics) with the Genesys Cloud environment, • Strong background in infrastructure planning, solution design, deployment, and lifecycle management to ensure high availability and performance., • Solid understanding of business processes and their alignment with customer experience technologies., • Knowledge of Genesys Cloud Workforce Management (WFM): provide expert guidance and best practices to optimize workforce management processes within the Genesys Cloud environment., • Genesys Cloud Training: conduct training sessions for various roles, including supervisors, administrators, users, and architects, to enhance their understanding and effective use of Genesys Cloud features, • Experience with CX Cloud from Genesys and Salesforce Additional Information We offer: • Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program., • Work From Anywhere Culture: make the most of the flexibility that comes with remote work., • Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities., • Global Impact: collaborate on impactful projects for top global clients and shape the future of industries., • Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events., • Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality., • Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Job Description Stuut is transforming accounts receivable for B2B companies—making collections smarter and faster for companies that have historically relied on manual processes that are labor intensive and costly. Our platform is gaining traction with finance teams across industrials, chemicals, and manufacturing sectors from Fortune 10 brands to scaling midmarkets. We're backed by top-tier investors including a16z, Khosla, Activant, 1984 Ventures and Page One. The Role Voice Telecommunication is a critical channel for accounts receivable. Customers pick up the phone. Agents need to call. Transfers need to work. Voicemails need to land. We are building AI agents that do real work across collections, cash application, disputes, customer communications and the phone is where much of that work happens. We're hiring a Senior Telephony Engineer to build the foundation for AI-driven voice at Stuut. You'll work closely with our engineering, product, and go-to-market teams to design and operate the telephony infrastructure that powers production phone interactions at scale. This role sits at the intersection of telephony infrastructure, realtime voice systems, AI voice agents, and finance workflows. We are looking for someone who has real depth in telephony, can build distributed systems that hold up under production pressure, and understands that infrastructure decisions shape product outcomes. You will own the systems that determine whether calls connect, transfers complete, and business results get measured. This is the first dedicated voice infrastructure hire at Stuut. You will define how we build this. What You’ll Do * Design, build, and operate telephony services that manage phone numbers, SIP trunks, carrier integrations, and call routing at scale * Develop reliable signaling and media systems that bridge traditional telephony with realtime voice infrastructure and AI pipelines * Build and improve core voice workflows: outbound calling, inbound routing, warm transfer, voicemail handling, DTMF interaction, and human handoff * Work closely with speech and AI systems across STT, TTS, turn-taking, interruption handling, and agent orchestration * Improve call quality, latency, reliability, and debuggability across the voice stack * Build internal APIs and platform primitives that make voice capabilities accessible to product and engineering teams * Instrument voice workflows so we can measure business outcomes: answer rates, transfer success, voicemail outcomes, and resolution rates * Work with carriers and external vendors to expand coverage, improve routing performance, and handle regulatory or operational requirements * Dive into production issues when needed, including packet captures, signaling traces, vendor debugging, and incident response You Might Be a Fit If You… * Are a strong senior software engineer with experience building distributed backend systems * Have meaningful experience with telephony systems: SIP, RTP, PSTN connectivity, trunks, number provisioning, or call routing * Are comfortable working on realtime media systems where latency, reliability, and observability matter * Can debug across layers, from APIs and backend services down to protocols, signaling flows, and packet-level issues * Think beyond code and understand how infrastructure decisions affect product behavior, developer experience, and end-user trust * Are pragmatic, hands-on, and able to move between architecture and direct execution * Have experience with WebRTC, realtime media platforms, or speech systems (streaming STT, TTS, turn detection, conversational voice agents) * Have worked with contact center workflows, IVR systems, or enterprise telephony integrations * Have experience with Go, Python, C, or C++ * Are excited about building the infrastructure that will define AI-powered business communication over the next decade Compensation * Top-of-market salary and equity package * Benefits (for U.S.-based full-time employees) * Medical, dental & vision insurance coverage for you * 401(k) & Match * Equity * Flexible PTO * Parental Leave Compensation Range: $185K - $250K

Job DescriptionSalary: $21-$23/hr Company Overview: True Care is a licensed Home Care Agency providing outstanding homecare service in the New York Metropolitan area, upstate New York and Westchester. Our passionate dedication to our clients sets True Care apart. We work with our clients individually to ensure their satisfaction and comfort with the paraprofessionals caring for them. It is our mission to continue to raise the standard of homecare services. We are committed to providing the highest level of care by maintaining excellence in sta, procedures, and responsiveness. The True Care team is Healthcare professionals who are committed to helping our patients and caregivers experience the most excellent care. Job Title: Payroll Associate Reporting to: Payroll Manager Job Summary The Payroll Associate is responsible for the accurate processing of caregiver timesheets, which include processing timesheets, reaching out to caregivers for missing timesheets and answering payroll related questions. He/She provides continuous training and education to caregivers on IVR, EVV and ESS software. In order to help eliminate manual timesheets and enhance the electronic timesheets system. Provide continued support to the Payroll team. Job Responsibilities: • Reach out to caregivers for missingtimesheets and advise them on the correct submissionprocess, • Educate our caregivers on electronictimesheet submission, • Successfully utilize our paperless timesheet software, • Educate caregivers on electronic EVV verification, • Oversee and educatecaregivers on EVV & ESS setup, • Audit all mail, faxed and emailed timesheets received, • Audit, approve & enter timesheets on a weekly basis to maintain and minimize payroll delays & discrepancies, • Maintain visit compliance for all confirmed visits, • Communicate with caregivers regarding incomplete or inaccurate documentationand timesheets, • Collaborate with internal departments, • Reporting: Pre-billing, missed visits etc., • Provided detailed information on wage parity benefits, • Answer and assist phone calls, • Support payroll team Job Requirements: • Fluency in Chinese and Spanish is required, • Experience using either Viventium or HHA Exchange is a plus, • High School diploma/GED equivalent, • Knowledge of financial/ payroll related software, and industry, • Analytical thinker, • Confident with numbers, • Strong organizational and communication skills True Care provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law.

Job Description Role Overview: We are seeking a Senior Amazon Connect Engineer to lead the design, development, and delivery of modern cloud-based contact center solutions leveraging Amazon Connect and related AWS services. This role will serve as a key technical authority, responsible for building scalable voice and chat solutions, driving system integrations, and ensuring high-performing, resilient architectures that enhance customer engagement. Key Responsibilities: Architecture & Design • Define and own the end-to-end technical strategy for Amazon Connect implementations., • Architect secure, scalable, and fault-tolerant contact center systems., • Lead platform modernization and migration from legacy telephony systems to AWS-based solutions. Development & Integration • Design and build advanced contact flows, Lex bots, routing logic, and IVR frameworks., • Integrate Amazon Connect with Salesforce, ServiceNow, and custom CRM applications., • Develop AWS-based backend services using Lambda, API Gateway, DynamoDB, Kinesis, and EventBridge., • Implement AI-driven experiences using tools such as Amazon Bedrock, OpenAI, or LangChain. Operations & Support • Support production environments and ensure system reliability through monitoring and automation., • Perform root-cause analysis and implement continuous improvements for incident management., • Establish observability metrics (SLIs/SLOs) and dashboards to track performance. Leadership & Collaboration • Mentor junior engineers and support team skill development., • Partner with network and security teams to maintain compliance, IAM policies, and QoS standards., • Deliver analytics and reporting capabilities for business operations. Required Skills & Qualifications: • 5–10+ years of experience in telephony, contact center technology, or AWS backend development., • 3+ years hands-on experience with Amazon Connect preferred., • Strong experience with AWS services including Lambda (Node.js/Python), API Gateway, DynamoDB, S3, CloudWatch, and IAM., • Experience integrating with Salesforce Service Cloud Voice or similar platforms preferred., • Knowledge of networking and telephony concepts such as SIP, RTP, and PSTN., • Experience with REST/GraphQL APIs, JWT, and OAuth/SAML authentication., • Familiarity with Terraform, CloudFormation, Git, and CI/CD automation., • Strong analytical, communication, and leadership skills. Preferred Certifications: • AWS Certified Solutions Architect or Developer, • Salesforce Service Cloud or Omni-Channel Certification

Job Description Job Title: AWS Connect Developer Location : Remote Compensation : 50-60$/Hr on C2C/1099 Work Authorization: H1B, GC, USC Overview We are seeking a highly skilled AWS Connect Developer with expertise in Node.js, Amazon Connect, and systems integration. The role focuses on designing and developing customer engagement workflows, integrating Amazon Connect with CRMs (including Zoho), ticketing platforms, and other enterprise applications. The ideal candidate will bring strong technical experience and a problem-solving mindset to build scalable, intelligent, and secure contact center solutions. Key Responsibilities · Design, configure, and optimize Amazon Connect contact flows for voice, chat, SMS, and omni-channel interactions. · Develop Node.js-based Lambda functions and backend services to extend Amazon Connect functionality. · Build and maintain integrations between Amazon Connectand CRMs, including Zoho CRM, Salesforce, ServiceNow, and Zendesk. · Enable bi-directional data flows (customer data sync, ticket creation, case management) between Connect and Zoho/other platforms. · Implement real-time event streaming and reporting pipelines using AWS services (Kinesis, DynamoDB, Athena, S3). · Leverage AWS AI/ML services (Lex, Polly, Transcribe, Comprehend) to enhance IVR/chatbot automation. · Collaborate with business teams to automate workflows (lead management, support tickets, call recordings, customer notes) in Zoho and other third-party tools. · Ensure data security, access controls, and compliance through IAM roles, encryption, and monitoring. · Troubleshoot issues, optimize integrations, and deliver continuous improvements. Required Qualifications · 5–8 years of software development experience, including 2+ years in Amazon Connect development. · Strong Node.js development skills (backend services, APIs, integrations). · Hands-on experience with Amazon Connect: contact flows, queues, routing profiles, and reporting. · Proven experience integrating Amazon Connect with Zoho CRM (or other CRMs like Salesforce/ServiceNow). · Exposure to CI/CD pipelines (GitHub Actions, GitLab, AWS CodePipeline, or equivalent). · Familiarity with REST/GraphQL APIs, webhooks, and OAuth-based integrations. · Solid understanding of IAM security, role-based access, and compliance requirements. · Expertise in AWS services: Lambda, API Gateway, Step Functions, DynamoDB, S3, CloudWatch. Preferred Skills · Experience with Amazon Lex, Polly, and Transcribe for conversational AI. · Knowledge of Zoho ecosystem (CRM, Desk, Campaigns, Zoho PhoneBridge API). · Background in contact center technologies such as Avaya, Genesys, or Twilio

Job Description Job Title: Senior Product Manager Location : Hybrid Compensation : 50-60$/Hr on C2C/1099 Work Authorization: GC, USC Position Summary We are seeking a seasoned Senior Product Manager to lead the strategic migration of our legacy contact center platforms (e.g., Avaya) to Amazon Connect, with a specific focus on healthcare payer operations. This role will be responsible for delivering scalable, cloud-native, and intelligent contact center solutions that enhance member and provider engagement, improve operational efficiency, and ensure compliance with healthcare industry standards. The ideal candidate will have a strong background in healthcare payer environments, deep experience with contact center technologies, and a proven ability to drive digital transformation initiatives in regulated industries. Key Responsibilities · Lead the end-to-end migration of legacy contact center systems (e.g., Avaya, Cisco) to Amazon Connect, from discovery and planning through execution and rollout. · Define and execute the product strategy and roadmap for contact center modernization, aligning with enterprise goals, user needs, and compliance requirements. · Collaborate with IT, telephony/voice infrastructure teams, business operations, clinical teams, and customer service leadership to define functional and technical requirements. · Serve as the primary voice of the customer (members, providers, internal users) in developing contact center features, IVR flows, routing logic, and integration with downstream systems (e.g., CRMs, case management tools, claims systems). · Evaluate and optimize customer journeys across voice and digital channels (chat, SMS, email), ensuring seamless and empathetic support experiences. · Leverage AWS ecosystem tools (e.g., Lex, Lambda, Connect Flows, Contact Lens) to enable smart routing, automation, sentiment analysis, and real-time analytics. · Develop and track key KPIs and performance metrics (e.g., average handle time, NPS, first call resolution, abandonment rates) to ensure quality and efficiency. · Own vendor relationships, contracting, and governance for telephony, transcription, workforce management, and analytics tools. · Champion agile methodologies, backlog prioritization, and sprint execution across cross-functional teams. · Drive change management, training, and adoption strategies across operational teams to ensure successful platform transition. Required Qualifications · 7+ years of product management experience, with at least 3 years leading initiatives in contact center platforms or voice automation within a healthcare payer setting. · Strong understanding of healthcare call center operations, including member services, provider support, care management, and utilization review. · Proven experience with Amazon Connect migration projects, including integration with AWS services, telephony architecture, and IVR design. · Solid knowledge of HIPAA, PHI handling, and security best practices in cloud communications. · Experience with voice UX, IVR design, and contact center reporting/analytics. · Strong business and technical acumen with the ability to translate complex requirements into clear user stories and product features. · Demonstrated success influencing cross-functional teams, executive stakeholders, and vendor partners. · Expertise in agile frameworks, especially SAFe or Scrum, and tools like JIRA, Confluence, and Productboard. Education · Bachelor’s degree in Computer Science, Information Systems, Healthcare Administration, or related field required. · Master’s degree or certifications in Product Management, Cloud Technologies (especially AWS), or Healthcare IT preferred. Preferred Experience · Direct experience with Amazon Connect, Avaya, Genesys, or Cisco telephony platforms and their migration to cloud-based environments. · Knowledge of CRM platforms (e.g., Salesforce, ServiceNow) and their integration into contact center ecosystems. · Experience designing omnichannel strategies across voice, chat, and digital self-service. · Familiarity with workforce management tools and quality assurance processes for contact centers. · Experience managing cross-market rollouts in multi-state health plans or Blue Cross organizations. Job Type: Full-Time Location: US (Remote/Hybrid – Preferred locations: Brillio Offices or St. Louis, MO) Industry: Healthcare / Health Insurance / Digital Transformation / Cloud Contact Centers

Job Description Role Summary: We’re looking for a motivated Junior Amazon Connect Developer to join our team in building and supporting cloud-based contact center solutions. In this role, you’ll work closely with senior engineers and business teams to design, implement, and optimize scalable systems leveraging Amazon Connect and various AWS services. This is a great opportunity to gain hands-on experience in cloud development and customer engagement technologies. Key Responsibilities: * Contact Flow Development: * Design, develop, and maintain voice and chat contact flows in Amazon Connect. * Implement serverless functions using AWS Lambda (Node.js, Python, or Java). * Incorporate Amazon Lex for conversational chatbot functionality. * System Integration: * Connect Amazon Connect with internal systems and third-party tools using APIs, S3, DynamoDB, and API Gateway. * Support integrations with CRMs like Salesforce or ServiceNow. * Configuration & Optimization: * Set up routing profiles, queues, and agent hierarchies. * Analyze usage data and feedback to improve system performance and call flows. * Monitoring & Maintenance: * Use CloudWatch for logging, monitoring, and alerting. * Troubleshoot production issues and ensure platform reliability. * Documentation & Collaboration: * Maintain up-to-date documentation for all integrations and flows. * Work with QA, DevOps, and product teams to deliver high-quality solutions. Required Qualifications: * 1–3 years of experience in software development or cloud engineering. * Some hands-on exposure to Amazon Connect or similar contact center technologies. * Familiarity with AWS Lambda, Lex, S3, DynamoDB, and API Gateway. * Basic programming knowledge in Node.js, Python, or JavaScript/TypeScript. * Understanding of CI/CD pipelines, Git, and Infrastructure-as-Code (CloudFormation or CDK). * Strong analytical and communication skills. * Willingness to learn and receive training on Amazon Connect. Preferred Qualifications: * AWS Certified Developer or AWS Cloud Practitioner certification. * Experience with Salesforce Service Cloud Voice or similar CRM integrations. * Understanding of telephony, IVR, and ACD systems. * Familiarity with Agile/Scrum development environments.

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Delivering with Uber is an alternative to a part-time or full-time job and can get you earning cash quickly.Delivering with Uber allows you to earn quick cash while maintaining the flexibility your schedule requires (gig, part-time, full-time, seasonal, hourly, or temporary).With Uber, you can cash

Delivering with Uber is an alternative to a part-time or full-time job and can get you earning cash quickly.Delivering with Uber allows you to earn quick cash while maintaining the flexibility your schedule requires (gig, part-time, full-time, seasonal, hourly, or temporary).With Uber, you can cash

Delivering with Uber is an alternative to a part-time or full-time job and can get you earning cash quickly.Delivering with Uber allows you to earn quick cash while maintaining the flexibility your schedule requires (gig, part-time, full-time, seasonal, hourly, or temporary).With Uber, you can cash

Delivering with Uber is an alternative to a part-time or full-time job and can get you earning cash quickly.Delivering with Uber allows you to earn quick cash while maintaining the flexibility your schedule requires (gig, part-time, full-time, seasonal, hourly, or temporary).With Uber, you can cash

Delivering with Uber is an alternative to a part-time or full-time job and can get you earning cash quickly.Delivering with Uber allows you to earn quick cash while maintaining the flexibility your schedule requires (gig, part-time, full-time, seasonal, hourly, or temporary).With Uber, you can cash

Delivering with Uber is an alternative to a part-time or full-time job and can get you earning cash quickly.Delivering with Uber allows you to earn quick cash while maintaining the flexibility your schedule requires (gig, part-time, full-time, seasonal, hourly, or temporary).With Uber, you can cash

Delivering with Uber is an alternative to a part-time or full-time job and can get you earning cash quickly.Delivering with Uber allows you to earn quick cash while maintaining the flexibility your schedule requires (gig, part-time, full-time, seasonal, hourly, or temporary).With Uber, you can cash