Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

As a member of the Contact Center Technology Team, this role is responsible for implementing and supporting both vendor packages and custom Interactive Voice Response (IVR) applications.

Position Responsibilities:

• Work with vendors to implement, enhance and upgrade contact center support software.

• Work with business users to triage issues and resolve day to day issues.

• Adherence to security policies and internal processes

• Adherence to internal coding standards and best practices

• Work with contractors and other internal infrastructure teams to collaborate database, windows and vendor specific modifications.

• support custom processes around vendor applications

• support enhancements to Nuance IVR applications

• Production Support and ticket resolution for all contact center related applications

• On-call responsibilities and phone rotation

Required Qualifications:

• Bachelor's Degree or equivalent experience

Preferred Qualifications:

• Experience working with external vendors

• Knowledge of Verint Impact 360 and IEX Totalview Workforce Management

• Experience with Voice XML, Nuance Development Framework, Nuance Tag Libraries and Nuance Dialog Module

• Hands-on experience with Spring framework and Maven build

• Experience with Tomcat server

• Oracle PL/SQL experience

• MS SQL

• Knowledge of SQL, OS scripting (Unix/Windows)

• Understanding of the basic software development life cycle

• Strong verbal and written communication skills

• Strong interpersonal skills and ability to work with diverse workforce

• Strong organizational and multitasking skills

• Basic understanding of client server hardware architecture

• Ability to create and execute basic test plans

• Knowledge of batch programming and job scheduling

Education:

Bachelor's Degree or equivalent experience required

Bachelor's Degree in Computer Science preferred

Pay Range

The typical pay range for this role is:

$67,980.00 - $135,960.00

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.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 12/18/2024

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

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.