Contact Center Engineer

Guidelight Health is a cutting-edge behavioral healthcare company dedicated to transforming lives through high-quality PHP (Partial Hospitalization Program) and IOP (Intensive Outpatient Program) services. As a newly launched organization, we are on a mission to redefine the behavioral health industry by delivering exceptional care, utilizing state-of-the-art facilities, and prioritizing the well-being of those we serve. At Guidelight Health, we are building a team of passionate, forward-thinking professionals who are eager to be part of this exciting journey to reshape mental health care. Join us in making a lasting impact!

Description:

Title: Contact Center Engineer

Reports to: Director, IT

Department/Location: Remote

FLSA Status: Exempt

Travel Requirement: Minimal

Guidelight Health provides insurance-based intermediate levels of care that are structured, transformative, personalized and accessible. Guidelight is an Equal Opportunity Employer. We're passionate about fostering an environment where everyone, irrespective of their race, gender, sexual orientation, or background, feels valued and included.

Summary:

Reporting to the Director of IT, this Contact Center Engineer will be responsible for the design, implementation, maintenance, and optimization of our contact center technologies, with a particular emphasis on seamless integration with our HubSpot platform and the efficient operation of our Microsoft Phone System. The ideal candidate will possess a deep understanding of contact center operations, telephony systems (including Microsoft Phone System), and HubSpot functionalities, along with a proven track record of successful integrations and the ability to manage and optimize a modern phone system.

Responsibilities:

• Contact Center Infrastructure Management:
  • Design, configure, and maintain our on-premise and/or cloud-based contact center infrastructure, including ACD, IVR, call recording, workforce management (WFM), and quality monitoring systems.
• HubSpot Integration Expertise:
  • Lead and execute the integration of our contact center platform with our HubSpot CRM. This includes developing and implementing APIs, workflows, data synchronization processes, and custom integrations leveraging HubSpot's APIs and integration tools.
• Microsoft Phone System Management:
  
  • Administer, configure, and maintain our Microsoft Phone System, including call routing, auto attendants, voice mail, and integration with Microsoft Teams.
• HubSpot and Microsoft Phone System Integration:
  • Develop and maintain integrations between the Microsoft Phone System and HubSpot to streamline workflows, provide agents with relevant patient information, and enhance reporting capabilities.
• System Optimization:
  • Analyze contact center performance data, HubSpot insights, and Microsoft Phone System metrics to identify opportunities for optimization, automation, and improved efficiency in patient interactions and support processes. Implement changes to routing rules, IVR flows, agent workflows, and Microsoft Phone System configurations to enhance key metrics.
• Troubleshooting and Support:
  • Provide expert-level technical support for contact center systems, HubSpot integrations, and the Microsoft Phone System, diagnosing and resolving complex issues in a timely manner to minimize disruption to patient support services.
• Collaboration and Communication:
  • Work closely with contact center operations, IT, and clinical/patient support teams to understand their needs and translate them into technical requirements for the contact center, HubSpot, and the Microsoft Phone System. Clearly communicate technical solutions and project updates to both technical and non-technical audiences.
• Vendor Management:
  • Liaise with contact center technology vendors, HubSpot, and Microsoft to manage relationships, evaluate new solutions relevant to the healthcare industry, and ensure optimal system performance and integration capabilities across all platforms.
• Documentation:
  • Create and maintain comprehensive documentation of contact center configurations, HubSpot integration processes, Microsoft Phone System configurations, and troubleshooting procedures, ensuring compliance with healthcare regulations where applicable.
• Security and Compliance:
  • Ensure the security and compliance of all contact center systems, HubSpot, and the Microsoft Phone System, adhering to relevant healthcare industry standards and regulations (e.g., HIPAA).
• Continuous Improvement:
  • Stay abreast of the latest trends and technologies in contact center solutions, HubSpot's evolving features, and Microsoft Phone System capabilities within the healthcare sector, proactively identifying opportunities to improve our technology stack and processes to better serve our patients.
• Project Management:
  • Manage and contribute to contact center, HubSpot, and Microsoft Phone Systemrelated projects, ensuring they are delivered on time and within budget, keeping in mind the impact on patient care and leveraging relevant project management tools.

Required Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field. Equivalent experience will be considered.
• 10+ years of experience in contact center engineering and administration, preferably within the healthcare industry.
• Proven experience in integrating contact center platforms with HubSpot CRM using HubSpot APIs and other integration methods.
• Significant experience in managing and administering Microsoft Phone System, including configuration, troubleshooting, and integration with other Microsoft services.
• Strong understanding of contact center technologies and concepts, including ACD, IVR, CTI, VoIP, SIP, and related protocols.
• Experience with scripting and programming languages relevant to integrations (e.g., PowerShell for Microsoft, Python, JavaScript, SQL), particularly in the context of HubSpot's APIs (e.g., Node.js) and Microsoft Graph API.
• Familiarity with HubSpot's data model, workflows, and automation capabilities.
• Excellent problem-solving and analytical skills with a strong attention to detail and a focus on the patient experience.
• Strong communication, collaboration, and interpersonal skills, with the ability to interact effectively with both technical and clinical staff.
• Ability to work independently and as part of a team in a fast-paced environment, understanding the sensitive nature of healthcare operations.

Preferred Qualifications:

• Certifications in relevant contact center technologies (e.g., Cisco, Avaya, Genesys), HubSpot certifications (e.g., HubSpot Admin Certification, HubSpot Developer Certification), or Microsoft certifications related to Microsoft 365 Voice (e.g., MS-720: Microsoft Teams Voice Engineer).
• Experience with cloud-based contact center solutions (e.g., Amazon Connect, Twilio Flex, Genesys Cloud) and their integration with HubSpot and Microsoft Phone System in a healthcare setting.
• Knowledge of workforce management (WFM) and quality monitoring systems, particularly those used in healthcare contact centers and their potential integration with HubSpot and Microsoft Phone System.
• Experience with data analytics and reporting tools, with the ability to generate insights relevant to patient support and operational efficiency using HubSpot's reporting features, Microsoft Phone System call detail records, or integrated BI tools.
• Familiarity with healthcare-specific regulations and compliance requirements (e.g., HIPAA) and how they relate to CRM, contact center operations, and phone systems.