Contact Center Applications Senior Engineer

GEHA, Inc.

job description

Position Title: Contact Center Applications Senior Engineer

Open Positions: 1

Posted Date: June 25, 2021

Location: Lee’s Summit, MO (201 Building)

Department: Enterprise Business Solutions

Supervisor: DeAnn Gould-Lancaster

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Summary GEHA is a leader in health services for federal employees and related customers, serving our chosen markets with low-cost offerings and best-in-class customer care, sustained by a nimble and efficient organization.

The Contact Center Applications Senior Engineer works closely with business and technical teams to implement new service solutions through intuitive interactive voice response (IVR) and contact center technologies. As a technical expert, the Senior Engineer is a cross-functional collaborator who seeks to understand business needs, strategic goals and industry best practices. Candidates should have prior experience in a contact center environment including deep technical knowledge of contact center functionality.



• Serve as a technical lead for Avaya, NICE and other contact center specific applications.

• Research reported concerns of current application functionality and technical requests submitted to our Contact Center apps queue.

• Analyze incidents and problems to identify trends and make recommendations which improve business user experience.

• Document application capabilities in the form of Knowledge Base articles for a variety of audiences (self-service and Tier 1 / Tier 2 teams.)

• Serve as main contact to vendor application team(s) pertaining to discussions around product lifecycles, integration considerations and release updates.

• Share information within IT to support application stability, system integrations and compliance.

• Subject matter expert and primary engineer to support in assigned application upgrades.

• Contribute to solutions design planning and application architecture analysis when evaluating new technologies.

• Analyze new capabilities and application configuration requests submitted by business partners and make recommendations regarding the overall product roadmap and technical implementation plans.

• Contribute to root cause analysis of reported incidents and problems.

• Serve on special project teams for new solutions implementations which integrate with the overall application portfolio.


• Bachelor’s degree in Computer Science, Information Systems Management or qualified technology certifications in Avaya, NICE and other contact center specific products.

• Requires 4 to 8 years of successful experience in a contact center technology engineer role.

• Additional years of qualifying experience may be considered in lieu of formal education.

• Proficient in CTI, SIP, Avaya, IVR, NICE, text analytics, call routing, historical reporting, telephony systems, networking environments, contact center automation and system administration functions.

Government Employees Health Association, Inc.


• Current knowledge of Microsoft operating environments.

• Current certifications in Avaya and NICE products a plus.


• Skilled communicator able to convey complex concepts in terms understood by a variety of audiences.

• Strong organizational, multi-tasking and time management skills.

• Maintains a positive and enthusiastic team attitude.

• Comfortable working in a matrixed environment.

• Performs other duties as assigned.

GEHA is an Equal Opportunity Employer. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. Our company's corporate headquarters is located in Lee's Summit near Douglas Rd and I-470 with a total of five locations in the Kansas City metropolitan area.

contact information

business: GEHA, Inc.
address: 200 NE Mulberry Street
Lee's Summit, MO 64086
phone: 816-257-5500 (Call Now)

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