Ardent Health is seeking a CCaaS Software Engineer to design, implement, and maintain cloud-based contact center platforms, with a focus on Five9. The ideal candidate will have expertise in cloud technologies, contact center operations, and customer engagement solutions. Responsibilities include configuring and deploying CCaaS platforms (for example Genesys Cloud, Twilio, Five9, and Amazon Connect) and collaborating with the EPIC system and other cross-functional IT teams for integrations and enterprise applications. You will monitor CCaaS environments to ensure optimal performance and uptime; customize workflows, routing strategies, and reporting dashboards; serve as the primary liaison with Vendor Technical Account Managers for contact center issues; work with IT, customer service teams, and vendors to implement new features or optimize existing systems. You will analyze system performance and propose improvements based on usage data, including IVA tuning and Virtual Contact Center Studio efforts. You will create and maintain automation scripts, reports, and metrics for performance and efficiency, and document configurations, integrations, and troubleshooting procedures. You will train teams on best practices, and ensure the platform meets internal security and regulatory standards for data privacy and compliance (HIPAA, GDPR). Qualifications include a bachelor's degree in Computer Science, Information Technology, or related field; at least 2 years of experience with CCaaS platforms (Genesys Cloud, Twilio, Amazon Connect, Five9, etc.); strong knowledge of cloud-based solu

Ardent Health is seeking a CCaaS Software Engineer to design, implement, and maintain cloud-based contact center platforms, with a focus on Five9. The ideal candidate will have expertise in cloud technologies, contact center operations, and customer engagement solutions. Responsibilities include configuring and deploying CCaaS platforms (for example Genesys Cloud, Twilio, Five9, and Amazon Connect) and collaborating with the EPIC system and other cross-functional IT teams for integrations and enterprise applications. You will monitor CCaaS environments to ensure optimal performance and uptime; customize workflows, routing strategies, and reporting dashboards; serve as the primary liaison with Vendor Technical Account Managers for contact center issues; work with IT, customer service teams, and vendors to implement new features or optimize existing systems. You will analyze system performance and propose improvements based on usage data, including IVA tuning and Virtual Contact Center Studio efforts. You will create and maintain automation scripts, reports, and metrics for performance and efficiency, and document configurations, integrations, and troubleshooting procedures. You will train teams on best practices, and ensure the platform meets internal security and regulatory standards for data privacy and compliance (HIPAA, GDPR). Qualifications include a bachelor's degree in Computer Science, Information Technology, or related field; at least 2 years of experience with CCaaS platforms (Genesys Cloud, Twilio, Amazon Connect, Five9, etc.); strong knowledge of cloud-based solu