Call Routing & Carrier resporg Engineer

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

CVS Health is recruiting for a Call Routing Network Engineer to be part of a team of exceptionally talented engineers accountable for CVS's dynamic contact center call routing environment consisting of Avaya, Cisco, Five9 technologies, along with network carriers, AT&T and Verizon. This individual will provide technology design and support for the contact center call routing department at CVS Health. In this role, you will be responsible for designing, implementing, and maintaining our enterprise toll free numbers on a multi-carrier platform. Including contact center call routing support on the Five9, Avaya and Cisco platforms

You will make an impact by:

• Designing and supporting complex contact center solutions and call routing that incorporate technologies such as Cisco Voice and Contact Center, Avaya Voice and Contact Center, Oracle SBCs (Session Border Controller), and Five9 Contact Center as a Service
• Staying current with technology trends to effectively manage product portfolio in support of business needs
• Collaborating and driving effective partnerships across the enterprise technology functions to maximize alignment, efficiency, cost optimization and investments, and delivery

Required Qualifications

• 3+ years' experience designing and implementing complex call routing utilizing AT&T's ITPF/Route-it application and Verizon TFNM application.
• 3+ years of knowledge provisioning TFNs (Toll Free Numbers), SIP refer terms, carrier prompts and protocols
• 3+ years of proven experience designing and implementing highly complex Five9 campaigns and solutions
• 3+ years' experience maintaining and creating taxonomy for a central repository for Contact Center and Telephony processes
• 3+ years providing training and support to other administrators of telecom platform

Preferred Qualifications

• Ability to understand complex contact center business requirements (voice, chat, co-browse, text/SMS, click-to-call, Call back assist) and design solution resulting in resource efficiency and improve member and agent experience.
• Collaborate with cross-functional teams to gather requirements, develop solutions, and implement customizations
• Knowledge Avaya CM, CMS, Cisco UCCE and Cisco ICM, and CC systems over various types of networks
• Working knowledge of monitoring and reporting tools such as AT&T AMCD, Verizon reporting, Cisco CUIC and Five9 Aceyus
• Possess troubleshooting and diagnostic skills regarding call flows, integrations with IVR, BOTs, SBCs and Avaya Session Manager
• Effective communication skills with the ability to effectively interact with technical and non-technical stakeholders

Education

• Bachelor's degree or equivalent experience (High School Diploma and 4 years relevant experience)

Anticipated Weekly Hours
40

Time Type
Full time

Pay Range

The typical pay range for this role is:

$72,100.00 - $144,200.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

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We anticipate the application window for this opening will close on: 05/08/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.