Call Center Engineering

Call Center Engineering

Location:   Any city, WA, US, 99999

Req ID:  32124

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities.

Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance.

We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

We are seeking a Business Analyst to join our Call Center Engineering team, with a focus on supporting Telephony and Desktop Platforms. This role is integral to ensuring the smooth operation and continuous improvement of our call center technology infrastructure.

As a Business Analyst, you will work closely with stakeholders to gather requirements, analyze business needs, and develop solutions that improve call center operations and enhance the customer experience.

Your role in our mission

• Requirements Gathering: Partner with stakeholders to document and analyze needs related to telephony and desktop systems.
• Solution Design & Implementation: Work with engineering and IT teams to develop solutions that enhance performance and customer interactions.
• System Integration: Support seamless integration of telephony and desktop platforms with other business systems.
• Process Optimization: Evaluate workflows and recommend improvements for efficiency and scalability.
• Data Analysis & Reporting: Create dashboards and reports to monitor performance and provide insights.
• User Training & Support: Train call center staff on new systems and ensure smooth adoption.
• Troubleshooting: Serve as a liaison to resolve technical issues and ensure system reliability.
• Vendor Management: Coordinate with external vendors for system implementation and support.
• Continuous Improvement: Stay current on industry trends and recommend innovations.

What we're looking for

• 3–5 years of experience in Business Analysis, Ideally in a Call Center Setting with Telephony and Desktop Platforms.
• Strong knowledge of Call Center Technologies (e.g., Avaya, Cisco, Genesys), IVR, ACD, CRM Integrations, and Telephony Workflows.
• Skilled in Process Improvement, Business Modeling, and Data Analysis to enhance performance.
• Proficient with tools like Jira, Confluence, Visio, Microsoft Office; strong documentation and problem-solving skills.

What you should expect in this role

• Fully remote opportunity with the option to work anywhere within the United States
• Opportunities to travel through your work (0-10%)
• Video cameras must be used during all interviews, as well as during the initial week of orientation

The pay range for this position is $86,800.00 - $124,000.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development.

All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.