Mgr, Technology Solutions Engineer (Contact Center)
Accolade

Seattle, Washington

This job has expired.


About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview

The Mgr, Technical Solutions Engineer (Contact Center) will report to Director, Scale & Automation. This role is responsible for having direct oversight of all things related to driving scale and automation throughout our business. You will be responsible for the technical solution management and analytics related to driving scale and automation throughout our business. We're looking for someone who has a proven ability to blend strategic visioning with entrepreneurial direct hands-on execution and general management skills. A relentless commitment to scaling our business and excitement to take on new challenges and drive new capabilities such as AI, Deep Learning, Smart Routing, IVA, RPA, Workflow Automation, Guidance, etc. We want someone with excellent collaboration and leadership skills to work with stakeholders across the business and push our organization to transform and innovate as we grow.

A day in the life...

  • Create, develop, and track success metrics and roadmaps prioritizing long-term and short-term initiatives that are aimed at scaling our business
  • Work with other business partners across Product, Engineering, and Operations to perform deep data driven analysis, to surface actionable insights and product requirements; drive the execution of recommendations derived from this analysis
  • Partner closely with Operations leadership to design new concepts and capabilities to transform process and operating models that ensure solution quality, efficiency and scale
  • Utilize deep industry knowledge combined with Accolades goals to partner closely with Engineering, Product, Operations to drive experimentation & innovation
  • Leverage strong analytics skills to identify measurable opportunities in the business and develop hypotheses on levers to impact the driving metrics
  • Identify opportunities to automate workflows across FLCT and Operations
  • Create dashboards to monitor the efficacy of a technology solution & communicate those results with leadership & stakeholder teams
  • Build trusted relationships across the enterprise and influence key business partners that have no direct reporting line
  • Display ability to evangelize learnings from successful solutions & expand technical scope where appropriate to realize maximum business value
  • Collaborate cross-functionally to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
  • Explore solutions internally and externally to business problems through deep understanding of technical capabilities & vendor analysis
  • Continuously manage expectations with all relevant stakeholders including the senior leadership team
  • Proactively identify and resolve strategic issues that may impair the organization's ability to meet its strategic, financial and technical goals
  • Collaborate with (directly and/or by influence) world-class product managers, engineers, QA, UX designers, and work closely with other partner stakeholders (marketing, sales, services, legal, finance) to provide the guidance and direction for achieving our vision

What we are looking for...
  • Experience in assisting or driving tech related experimentation and pilots
  • Minimum of 5-8 yrs background in the healthcare industry with health care application providers and/or healthcare technology marketplace
  • Industry background working with NextGen Engagement Center solutions and tool. Experience working with different vendors within contact center domain
  • Experience working directly with data and analytics
  • Exceptional written and oral communication and presentation skills.
  • Self-starter with ability to lead projects and build new products from the ground up independently
  • Attention to detail, including proven ability to manage multiple competing priorities simultaneously
  • Ability to think strategically, and execute methodically
  • Ability to work in a fast-paced environment where continuous innovation is a must
  • Demonstrated ability to use hard data to back up assumptions and develop business cases
  • Willingness to roll up your sleeves and do whatever is necessary with a positive attitude and fit with the Accolade team culture
  • An ability to understand and discuss technical concepts, schedule trade-offs and opportunistic new ideas with technical and non-technical employees
  • A demonstrated record of partnering with teams across an organization to influence and achieve business results across multiple teams who may have different goals
  • Ability to bring creative solutions to conception to achieve desired business outcomes for scale

#LI-KM1

We strongly encourage you to be vaccinated against COVID-19.

What is important to us...

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

We find joy and purpose in serving others
Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.

We are strong individually and together, we're powerful
Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done
Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We're boldly and relentlessly reinventing healthcare
We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.

Accolade


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