Call Center Sr Engineer (Maintenance)

Do you crave a career that truly makes an impact in people's lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day.

Leidos QTC Health Services is seeking a Call Center Sr Engineer for Contact Center Technologies within the Enterprise Information Technology organization. You will collaborate with senior Technology and Business leaders and apply your knowledge of Contact Center technologies to influence and innovate solutions that impact the LQTC business. In this role the focus will be on the strategic Contact Center initiatives, consulting with network and call center engineers, L3/L4 level technical engagement and direct engagement with the Call Center Value Stream manager and team.  A focus of this role will be to bring several business and technical Call Center aspects driving a governance model into a flavor of LQTCs Enterprise Contact Center of Excellence. 

Primary Responsibilities:

• Be the Senior Technologist who engages regularly with the LQTC operational and business stakeholders to develop technology roadmaps to match the functional roadmaps established by the business
• Be a driver in developing, testing and implementing a migration from Cisco On-premises Call Center to AWS Connect ecosystem
• Contribute as Senior Technologist to large-scale Amazon Connect projects, including system upgrades, migrations, and feature implementations
• Performs L3/L4 level operational engagement for existing (Cisco) call center ecosystem and new call center ecosystem (AWS Connect) by troubleshooting, maintaining, upgrading, and identification of problem areas and solving issues in a proactive manner
• You will be a critical team member responsible for engineering and evolving the LQTC call center technology strategy, innovation, and customer experience into a modern AWS Connect ecosystem
• You will be responsible for designing, implementing, optimizing and operationalizing our contact center infrastructure, ensuring seamless integration and superior performance across multiple communication channels
• Define and lead technology proof of concepts to ensure feasibility of systems architected in the CTO organization
• Follow department implementation standards and Change control processes
• Provides feedback and updates to internal process through internal documentation
• Look for opportunities to capitalize on technology advances through analysis of key industry and technology trends to assess potential impact on the enterprise
• Strong follow-through, ownership & responsibility of Telecom work
• Create/modify artifacts and deliverables, including the change management process
• Work unscheduled hours in case of emergency work/outages
• Clearly communicate across all levels of technology and business partners understanding your audience and delivering a clear message
• Perform other duties as assigned by leadership

Required Qualifications:

• Bachelor's degree in computer science, business administration, related field, or possess equivalent work experience
• 9+ years of experience in Call Center engineering and operations (level 4) *We will also consider a level 5 requiring 14+ years in Call Center engineering and operations
• 7+ years of AWS Connect Engineering
• Understanding if ITSM / ITIL / Service Now
• Understanding/use of SDLC, Agile, six sigma to drive fit for purpose technologies
• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

Preferred Qualifications:

• Currently working in a senior call center engineering role
• 5+ years of Cisco UCC Call Center engineering a plus
• AWS and/or Cisco certifications a plus
• Relevant technical hybrid infrastructure certifications a plus
• Strong proven hybrid cloud call infrastructure experience (AWS preferred)
• Proven engineering and operations experience AWS Connect call center technologies
• Proven call center implementation experience in the AWS Connect technologies taking concept and bringing it to functional call center capabilities for our business partners
• Organizational and transformational experience in an agile operating model
• Strong experience in establishing strategic technology direction for the call center line of business
• Proven experience in developing technology strategy and roadmaps that align to Short- and Long-term business goals
• Strong grasp of value creation and business capability models
• Proven track record of influencing senior leadership
• Health Care Call Center technology experience
• Innovation and Continuous Improvement

About Leidos QTC Health Services

Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information.

Compensation and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations. 

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.”

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Information Technology