The Aspen Group (TAG)
Healthcare
SeniorCCaaSEngineer
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“Senior CCaaS Engineer at The Aspen Group (TAG). Skills: CCaaS Platform, NiCE CXone, Application Integration, Telecommunication Management. Manage CCaaS platform. Support integrated applications”
What You'll Achieve.
Deliver business objectives; Achieve business objectives and operational efficiencies; Enhance the TAG contact Center environment; Optimize TAG’s investment; Improve telecom system performance and efficiency
Industry & Context.
Engineer solutions to critical business problems; Critical thinker
Participate in afterhours and weekend work as needed, Act as a backup to peers, Availability as needed seven days per week for on-call support and emergency response, Occasional travel required
What They're Looking For.
Must Have
Bachelor's degree in information technology, Telecommunications, or a related field in a large scale business environment, 5+ years NiCE CXone Scripting experience, 5+ years business call center requirements gathering, 3+ years of NiCE DFO (Digital First Omnichannel), 3+ years’ experience with integrating applications into Nice CXone, 3+ years’ experience supporting call center reporting on Nice CXone, 2+ Years other application development experience
Nice to Have
Energetic, results driven, and positive attitude, High desire/motivation, High O365 ability, Independent- Ability to drive initiatives with low oversight, self-managing, Highly collaborative, 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
What You'll Do.
Manage CCaaS platform
Support integrated applications
Design communication flows
Develop communication flows
Maintain communication flows
Support AI CCaaS integrations
Configure NiCE platform
Implement system integration
Develop automation solutions
Maintain documentation
Assist in developing strategies
Stay current with industry trends
Automate routine needs
Incorporate API connections
Collaborate with vendors
Assist with telecom budgeting
Ensure security standards
Implement technical measures
Support telecom projects
Collaborate with internal teams
Identify optimization opportunities
How You'll Work.
Team & Collaboration
Participate as a member of a CCaaS team; Represent the Telecomm Team to business stakeholders; Work with third party vendors; Collaborate with vendors; Collaborate with internal teams
Communication Scope
Ability to communicate effectively with non-technical stakeholders and translate business needs into technical requirements
Process & Methodology
Translate needs and expectations into action plans, including cost estimates and timelines, Support telecom projects involving IVR, digital communication, CCaaS features, and AI solutions, ensuring successful delivery within scope, time, and budget, Collaborate with internal teams to define project objectives and technical deliverables
Full Job Description
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 with 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. As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as a Senior CCaaS Engineer. **Job Description:** The Senior 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 1,500 locations, including corporate offices, field offices, and data centers for Aspen Dental, WellNow, Chapter Aesthetics, Lovet, and ClearChoice. This role focuses on the requirement gathering, design, development, and maintenance of CCaaS communication flows supporting both external and internal callers. Additionally, the Senior CCaaS Engineer will support AI CCaaS integrations, ensuring seamless, efficient communication systems that align with business objectives, leveraging NiCE and RingCentral solutions for Contact Center as a Service (CCAAS) and Unified Communications as a Service (UCAAS). **Key Responsibilities:** _Telecommunic
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