Contact Center Engineer
About the role
We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The Contact Center Engineer supports the security, compliance, and day-to-day operational governance of contact center applications and infrastructure. This entry-level role helps maintain a secure, well-documented, and audit-ready environment across contact center platforms including Cisco, Avaya, and Five9. This role will partner with technical and cross-functional teams to track vulnerabilities, support access governance, monitor change activity, maintain compliance records, and produce operational documentation and reporting.
Responsibilities
- Support low-level governance activities related to contact center security, compliance, and operational controls
- Track and help coordinate remediation of security vulnerabilities across Cisco, Avaya, Five9, and related contact center infrastructure
- Support user access requests, access reviews, and related documentation to help maintain appropriate system access controls
- Track FTC audits and assist with collecting, organizing, and maintaining supporting information and follow-up items
- Monitor change controls and help ensure required approvals, documentation, and implementation coordination are completed
- Track required compliance and security training for the team and follow up on completion status as needed
- Support third-party vendor risk assessment tracking and coordination with internal and external partners
- Create and maintain team documentation including knowledge articles, process documentation, and operational guides
- Assist with reporting, recordkeeping, and process support to help maintain a secure, compliant, and well-managed contact center environment
Skills
- Strong attention to detail and follow-through