CCaaS Engineer at Aspendental

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

Job Description

The CCaaS Engineer at The Aspen Group (TAG) is responsible for the technical management and hands-on support of the organization’s CCaaS platform and related integrated applications across more than 1,400 locations, including corporate offices, field offices, and data centers for Aspen Dental, WellNow, Chapter Aesthetics, AZ Pet Vet, and ClearChoice. This role focuses on the requirement gathering, design, development, and maintenance of CCaaS call flows supporting both external and internal callers. Additionally, the CCaaS Engineer will assist with supporting AI telephony solutions, ensuring seamless, efficient communication systems that align with business objectives, leveraging NICE by RingCentral solutions for Contact Center as a Service (CCAAS) and Unified Communications as a Service (UCAAS).

Key Responsibilities

Telecommunication Management:

• Participate as a member of a CCaaS team supporting business needs

• Configure the TAG Nice platform to deliver business objective, including creation, modification and development of scripts to support IVR functions.

• Implement system integration and API connections to achieve business objectives and operational efficiencies.

• Engineer solutions to critical business problems

• Represent the Telecomm Team to business stakeholders during both project and BAU work.

• Develop, receive and confirm CCaaS needs and expectations in writing

• Translate needs and expectations into action plans, including cost estimates and timelines

• Develop signed off call flows via Nice Administration (scripting) and vendor engagement

• Work with third party vendors on aligning needs and defining integration needs to internal and external applications

• Drive, desire, willingness, and ability to learn how to design and develop automation solutions to enhance the TAG contact Center environment

• Maintain all required documentation, including licensing and capacity management

• Participate in after-hours work as needed

• Act as a backup to peers

• Highly accountable to oneself, to team members, and to clients.

• Other duties as assigned

Strategic Contribution:

• Assist in developing and executing contact center strategies that align with organizational goals and business operations.

• Stay current with industry trends and emerging technologies, such as IVR and AI, to enhance telecom capabilities and efficiency.

• Manage Licensing to optimize TAG’s investment

• Identify, and automate or operationalize routine needs to the TAG Service Desk

• Use holistic approaches that apply to business needs.

Vendor and Budget Collaboration:

• Collaborate with vendors to support the implementation and troubleshooting of telecom systems.

• Assist with telecom budgeting, ensuring cost-effective solutions and resource optimization.

Security and Compliance:

• Ensure that telecom systems, including IVR and AI solutions, adhere to industry security standards and regulatory requirements.

• Implement technical measures to protect telecom infrastructure from threats and ensure data integrity.

• Assist with creating and maintaining monitoring and alerting for IVR and AI solutions

Project Management:

• Support telecom projects involving IVR and AI solutions, ensuring successful delivery within scope, time, and budget.

• Collaborate with internal teams to define project objectives and technical deliverables.

• Maintain and update project boards, aligning with work requirements and processes

Continuous Improvement:

• Identify opportunities for optimizing telecom processes and implementing technology enhancements.

• Promote innovation and automation to improve telecom system performance and efficiency.

Qualifications:

• Associates or Bachelor’s degree in Information Technology, Telecommunications

• 2+ years Nice CXone Scripting experience

• 2+ years business call center requirements gathering

• 1+ years’ experience supporting call center reporting on Nice CXone

• 1+ years’ experience with integrating applications into Nice CXone preferred

• 1+ Years of other application development experience preferred

• Familiarity with cloud-based telecom solutions and their integration with IT systems.

• Ability to learn new technologies as required

• Must be efficient in Microsoft programs such as Excel, Outlook, PowerPoint, and Word.

Preferred Skills/Attributes:

• Energetic, results-driven, and positive attitude

• High desire/motivation.

• High O365 ability

• Independent- Ability to drive initiatives with low oversight, self-managing.

• Highly collaborative, team oriented

• Critical thinker

• Assertive work ethic

• Ability to communicate effectively with non-technical stakeholders and translate business needs into technical requirements

• Highly organized and able to keep up in a fast-paced environment

• Ability to multi-task as needed, and mono-task where appropriate

• Self-accountable

• Experience with ITIL or other IT service management frameworks.

• Experience in a similar engineering role within a multi-location, multi-brand organization preferred.

• Desire to learn new technology and open to increasing knowledge base

Annual Salary Range: $85,000-$100,000/year, with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match.

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