UC Engineer
Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions spanning the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience, ensuring patients can access and adhere to critical medications.
About the role
As the UC Engineer Telecom, you will join a team dedicated to eliminating barriers for patients, increasing their access to medications, and helping them receive lifesaving treatments. This role is responsible for the design and implementation of all Contact Center-related activities within the organization, including telecom technologies used across multiple call centers.
Responsibilities
- Provide strong, dynamic leadership that mentors, develops, and guides team members to leverage tools and technologies supporting Contact Center Operational Teams.
- Gather, analyze, and document business requirements related to Contact Center technologies.
- Design and customize IVR flows and call routing based on organizational structure for each new business requirement.
- 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 identify new tools needed to support growth.
- Investigate and/or implement new Contact Center Technology 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 on 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 system processes and changes are documented and follow a standardized Change Request Process.
Requirements
- 7+ years working with IT systems, with some exposure supporting Contact Center environments.
- Ability to prioritize and execute tasks in a high-pressure environment.
- Self-motivated with a willingness to take initiative on multiple company projects.
- Excellent verbal and written communication skills for technical and non-technical staff.
- Strong follow-through and initiative.
Qualifications
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods, use hands to type, handle or feel, and reach with hands and arms. Preferred candidates can type at least 35 words per minute with 97% accuracy. Although minimal, flexibility to travel as needed is preferred. This role 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.
- 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.
- A mission-driven, inclusive culture where your work makes a meaningful impact.