CX Engineer - Telephony

Medica is seeking an experienced CX Engineer. This role is ideal for an innovative and strategic thinker with a depth of experience in telephony and broader cloud-based network engineering initiatives. This individual is someone who thrives in a mission-driven, healthcare-focused organization and is passionate about ensuring efficiency, scalability, financial integrity and compliance.

Key Responsibilities

The CX Engineer will be responsible for Medic’s telephony infrastructure engineering with a focus on strategy and modernization of our contact center member and agent experience i.e. engineers contact center, phones, peripherals, and all network connectivity (circuits, protocols, vendors) needed to connect agents, members, and providers. Provides design, support, operations, and provisioning using the hierarchy of:

1. Member experience – our call center agents providing pre-authorizations can literally save someone’s life. That’s the top priority.
2. Agent experience – working as a Call Center Agent can be demanding and complex. Designing efficiencies and overall tech use can make these Agents jobs better and more enjoyable.
3. Medica leadership – systems that allow us to more efficiently and thoughtfully analyze member experience data, call tree process efficiency, and usage have a direct impact on our organizations success.

Key Accountabilities

• Network Cost Containment  

• • Provides Financial Operations (FinOps) associated with telephony and contact center technologies
  • Conducts analyses and identifies cost avoidance opportunities
  • Produces forecasts for telephony network costs
  • Right sizes telco costs through circuit provisioning, based on business capacity needs

• Operations 

• • Leads in assessment and optimization of hardware, software, and network design through review and analysis of user needs
  • Troubleshoots communication system issues
  • Monitors utilization levels and trends throughout the organization to determine if service levels are being met
  • Collaborates within ops organization and contact center business to ensure SLAs are understood and met

• Engineering

• • Participates in execution of a multiyear technology roadmap that includes growth through M&A activities and a transition towards cloud and Sass based technologies
  • Provides support on the selection, implementation, installation, and maintenance of all communications related systems
  • Assists with the assessment and optimization of hardware, software, and network design through review and analysis of user needs
  • Coordinates system and service changes with vendors and operational staff

Required Qualifications

• Bachelor's degree or equivalent experience in related field
• 7 years of related work experience beyond the degree

Skills and Abilities

• Proven expertise in telephony design, modernization, support, and operations.
• Strong analytical, problem-solving, and communication skills
• Proficiency in frameworks that span legacy systems to cloud based systems
• Demonstrated design and implementation experience with CCAS such as RingCentral or Five9
• Integration development experience with CRM tool such as Salesforce
• Demonstrated leadership experience
• Healthcare industry experience is desired 

This position is an Office role, which requires an employee to work onsite at our Minnetonka, MN office, on average, 3 days per week.

The full salary grade for this position is $100,300 - $172,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $100,300 - $143,300. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Salary : $100,300 - $172,000