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

Access to wages before pay day with myFlexPay

Flexible spending accounts (FSAs)

Short- and long-term disability coverage

Work-Life resources

Paid parental leave

Healthy lifestyle programs

Application window anticipated to close:

03/17/2025 if interested in opportunity, please submit application as soon as possible.

The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate?s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

\#LI-Remote

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal

Opportunity/Affirmative

Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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