MANAGER, CONTACT CENTER TECHNOLOGY & DESIGN
Mercalis, Morrisville, NC, United States
Position Overview
As the Manager of Contact Center Technology & Design, you will join our team on a journey to help eliminate barriers for patients, increase their access to medications, and help them receive lifesaving treatments while working in an environment that nurtures you.
This role is responsible for the design and implementation of all Contact Center related activities within the organization. It will manage, design, implement and support telecom technologies that are used in multiple call centers within Valeris, and lead the team that provides frontline administration and support regarding daily operational technology tools to the Contact Center Operational Teams.
Responsibilities
Provide strong, dynamic leadership that mentors, develops, and guides team members.
Gather, analyze and document business requirements related to Cisco technologies.
Design and customize IVR flows and call routing based on organizational structure for new business requirements.
Translate client requirements into operational solutions and advise on scope, level of effort and delivery timelines.
Work directly with technology resources to utilize current assets and understand new tools needed to support growth.
Investigate and/or implement new Contact Center Technology that will be needed to support operational functions.
Oversee administration of all related Contact Center technology platforms.
Track license consumption and assist with scheduled audits of Contact Center user licenses.
Coordinate with vendors for support Contact Center initiatives as directed by the business.
Work with Contact Center Operations, Service Desk, and System Administration teams to coordinate maintenance windows and ensure uptime in a 24/7 Call Center.
Ensure that system processes and changes are documented and follow a standardized Change Request.
Qualifications
5+ years working with IVR, design and routing configuration within a Contact Center environment.
Strong mentoring and relationship building skills with ability to effectively manage a team.
Must be able to prioritize and execute tasks in a high‑pressure environment.
Experience managing a Cisco Contact Center Enterprise environment (admin interfaces and setup) with additional tools that support adjacent Contact Center functions.
Self‑motivated and willing to take initiative on multiple company projects.
Excellent verbal and written communication skills for technical and non-technical staff.
Excellent follow‑through and initiative.
Physical Demands & Work Environment
Regularly required to talk or hear; frequently required to sit for long periods, use hands to type, handle or feel, and reach with hands and arms. Candidates should be able to type at least 35 words per minute with 97% accuracy.
Occasional flexibility to travel as needed is preferred.
The job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, and photocopiers.
Benefits
Medical, dental, and vision plans, including HSA‑ and FSA‑eligible options, with Valeris contributing toward premium costs.
Additional health support, including telehealth and Employee Assistance Program (EAP) services.
Company match on Health Savings Account contributions.
Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000.
Company‑paid Short‑Term Disability coverage, with the option to purchase Long‑Term Disability.
401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting.
Paid Time Off (PTO) and Sick Leave to support work‑life balance.
Team members receive nine paid holidays plus two floating holidays.
Opportunities for advancement in a company that supports personal and professional growth.
A challenging, stimulating work environment that encourages new ideas.
Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace.
A mission‑driven, inclusive culture where your work makes a meaningful impact.
Our Commitment to Equal Opportunity
At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.
#J-18808-Ljbffr
As the Manager of Contact Center Technology & Design, you will join our team on a journey to help eliminate barriers for patients, increase their access to medications, and help them receive lifesaving treatments while working in an environment that nurtures you.
This role is responsible for the design and implementation of all Contact Center related activities within the organization. It will manage, design, implement and support telecom technologies that are used in multiple call centers within Valeris, and lead the team that provides frontline administration and support regarding daily operational technology tools to the Contact Center Operational Teams.
Responsibilities
Provide strong, dynamic leadership that mentors, develops, and guides team members.
Gather, analyze and document business requirements related to Cisco technologies.
Design and customize IVR flows and call routing based on organizational structure for new business requirements.
Translate client requirements into operational solutions and advise on scope, level of effort and delivery timelines.
Work directly with technology resources to utilize current assets and understand new tools needed to support growth.
Investigate and/or implement new Contact Center Technology that will be needed to support operational functions.
Oversee administration of all related Contact Center technology platforms.
Track license consumption and assist with scheduled audits of Contact Center user licenses.
Coordinate with vendors for support Contact Center initiatives as directed by the business.
Work with Contact Center Operations, Service Desk, and System Administration teams to coordinate maintenance windows and ensure uptime in a 24/7 Call Center.
Ensure that system processes and changes are documented and follow a standardized Change Request.
Qualifications
5+ years working with IVR, design and routing configuration within a Contact Center environment.
Strong mentoring and relationship building skills with ability to effectively manage a team.
Must be able to prioritize and execute tasks in a high‑pressure environment.
Experience managing a Cisco Contact Center Enterprise environment (admin interfaces and setup) with additional tools that support adjacent Contact Center functions.
Self‑motivated and willing to take initiative on multiple company projects.
Excellent verbal and written communication skills for technical and non-technical staff.
Excellent follow‑through and initiative.
Physical Demands & Work Environment
Regularly required to talk or hear; frequently required to sit for long periods, use hands to type, handle or feel, and reach with hands and arms. Candidates should be able to type at least 35 words per minute with 97% accuracy.
Occasional flexibility to travel as needed is preferred.
The job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, and photocopiers.
Benefits
Medical, dental, and vision plans, including HSA‑ and FSA‑eligible options, with Valeris contributing toward premium costs.
Additional health support, including telehealth and Employee Assistance Program (EAP) services.
Company match on Health Savings Account contributions.
Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000.
Company‑paid Short‑Term Disability coverage, with the option to purchase Long‑Term Disability.
401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting.
Paid Time Off (PTO) and Sick Leave to support work‑life balance.
Team members receive nine paid holidays plus two floating holidays.
Opportunities for advancement in a company that supports personal and professional growth.
A challenging, stimulating work environment that encourages new ideas.
Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace.
A mission‑driven, inclusive culture where your work makes a meaningful impact.
Our Commitment to Equal Opportunity
At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.
#J-18808-Ljbffr