Bachelor’s degree in relevant field., 8+ years in call center operations..
Key responsabilities:
Design and implement call center solutions.
Optimize network infrastructure and capacity planning.
Develop omnichannel strategies and workforce management tools.
Collaborate with partners, create technical documentation, assist in training.
Stay informed about industry trends.
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Apria is a leading provider of home healthcare equipment and related services across the USA, offering a comprehensive range of products and services for in-home care and delivery of respiratory therapy, obstructive sleep apnea treatment, and negative pressure wound therapy, along with additional equipment and services.
Apria is focused on being the industry’s highest-quality provider of home healthcare therapies that require high-touch service, while providing a bridge from the acute care setting to the home and maintaining commitment to being a low-cost operator. Apria offers a compelling value proposition to patients, providers, and payors by allowing patients to receive necessary care and services in the comfort of their own homes, while, at the same time, reducing the costs of treatment. Apria serves nearly 2 million patients through approximately 275 branches.
At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.
Owens & Minor Teammate Benefits Include
Medical, dental, and vision insurance, available on first working day
401(k), eligibility after 30 days of employment
Employee stock purchase plan
Tuition reimbursement
Development opportunities to grow your career with a global company
Position Overview
We are seeking a seasoned Call Center Solutions Architect to join our team. As a subject matter expert, you will play a pivotal role in designing and optimizing call center operations. Your expertise in networking, omnichannel systems, workforce management, and capacity planning will drive efficiency, enhance customer experience, and ensure seamless communication.
Responsibilities
Solution Design and Implementation:
Collaborate with stakeholders to understand business requirements and pain points.
Architect end-to-end call center solutions, considering scalability, redundancy, and security.
Evaluate existing infrastructure and propose enhancements or replacements as needed.
Implement and oversee the deployment of call center technologies, including IVR systems, ACD (Automatic Call Distribution), CTI (Computer Telephony Integration), and CRM (Customer Relationship Management) tools.
Network Infrastructure Optimization
Analyze network architecture to ensure optimal call routing, minimal latency, and high availability.
Design failover mechanisms and disaster recovery plans.
Work closely with network engineers to troubleshoot connectivity issues and optimize data flow.
Omnichannel Expertise
Develop strategies for seamless customer interactions across channels (voice, chat, email, social media).
Integrate omnichannel platforms to provide consistent service experiences.
Ensure smooth transitions between channels for customers and agents.
Workforce Management
Create staffing models based on call volume, service level agreements (SLAs), and agent efficiency.
Implement workforce management tools for forecasting, scheduling, and adherence tracking.
Optimize agent utilization while maintaining employee satisfaction.
Capacity Planning And Scalability
Forecast call center growth and plan for scalability.
Monitor system performance metrics (e.g., call abandonment rate, average handle time).
Recommend hardware and software upgrades to accommodate increased omnichannel volume.
Partner Management Optimization
Collaborate with partner management team to evaluate current outsourcing strategies and new technologies.
Stay informed about industry trends and emerging call center solutions.
Documentation And Training
Assist in creating detailed technical documentation for call center processes, configurations, and troubleshooting guides.
Assist training staff on system usage, best practices, and troubleshooting procedures as needed.
Qualifications
Education: Bachelor’s degree in Computer Science, Telecommunications, or related field (Master’s preferred).
Experience:
Minimum of 8 years in call center operations, with at least 5 years focused on solution design.
Proven track record of successful call center implementations.
Certification in relevant technologies is a plus.
Skills:
Proficiency in call center software (e.g., ACDs, IEX)
Strong understanding of networking protocols
Excellent analytical, problem-solving, and communication skills.
Ability to lead cross-functional teams and manage complex projects.
Benefits
Competitive salary and benefits package.
Opportunity to shape call center strategies and drive organizational success.
If you are a strategic thinker with a passion for optimizing call center operations, we encourage you to apply! Join our dynamic team and make a lasting impact on customer service excellence.
PLEASE NOTE: This is a remote position which is US-based. This role requires individuals to physically reside and work within the United States. Company systems and equipment are monitored for security and other purposes and removal of Company equipment outside of the United States is not permitted without prior authorization.
If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
Required profile
Experience
Level of experience:Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.