Contact Center Technical Lead, Application Development and Maintenance

What Application Development & Maintenance contributes to Cardinal Health

Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value.

Application Development & Maintenance performs configuration or coding to develop, enhance and sustain the organization's software systems in a cross-functional team environment through adherence to established design control processes and good engineering practices. This job family programs and configures end user applications, systems, databases and websites to achieve the organization's internal needs and externally-facing business needs. Application Development & Maintenance partners with business leaders, investigates user needs and conducts regular assessments, maintenance and enhancements of existing applications.

This role will serve as the Technical Lead for the Contact Center Technologies group, encompassing Genesys and Verint. The primary responsibility will be to optimize the integration of these technologies within the Contact Center environment, while also architecting the future IT roadmap, particularly focusing on the implementation of AI. Furthermore, this role will collaborate with the CRM applications used at Cardinal to ensure seamless integration with Genesys and Verint, eliminating any redundant functionality. The ideal candidate will be a collaborative & organized individual who is knowledgeable about current best practices in search and is able to document and ensure that standards and architectures are being implemented correctly.

Responsibilities

• Work with IT partners & Enterprise Architecture to understand & drive our approach and roadmap for the Contact Center Technologies area with a focus on AI
• Understand the overall data landscape at Cardinal Health for the 31 Contact Centers to enable informed Genesys and Verint architecture recommendations with a focus on integrations and reporting
• Understand the overall integration landscape with Genesys and Verint for the 31 Contact Centers to optimize current functionality
• Partner with our IT CRM teams (SAP, Salesforce and ServiceNow) to optimize cross functionality and integrations between them, Genesys and Verint
• Work with on- and off-shore developers to implement new Contact Center functionality and streamlining the current landscape
• Be the IT expert in Contact Center Technologies with a deep understanding of where the industry is headed

Qualifications

• 8-12 years of experience, preferred
• Bachelor's degree in related field, or equivalent work experience, preferred
• Relevant experience with a contact center platform (Genesys, Verint, Nice, Five9, AWS Contact Center, etc.)
• Experience with Java Integrations
• Server Management Skills
• Experience with Dynatrace
• Networking Knowledge
• Experience working with SaaS solutions in GCP
• IT Architecture Experience especially with integrations and reporting
• Familiarity with DevOps concepts and best practices
• Comfortable leading teams and presenting information to groups

What is expected of you and others at this level

• Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects
• Participates in the development of policies and procedures to achieve specific goals
• Recommends new practices, processes, metrics, or models
• Works on or may lead complex projects of large scope
• Projects may have significant and long-term impact
• Provides solutions which may set precedent
• Independently determines method for completion of new projects
• Receives guidance on overall project objectives
• Acts as a mentor to less experienced colleagues

Anticipated salary range: $121,600 - $173,700

Bonus eligible: Yes

Benefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan