Lead Engineer

Role Description

In this role you will be responsible for the overall production support of voice engineering applications in a variety of languages using a diverse toolset. You will drive exceptional services to CVS Health Clients through a dedicated team of advisers responsible for:

• Identifying ways to continuously improve on the services provided to clients
• Providing communication and updates to senior leaders

As a key member of the Production Support Services team, you will:

• Partner with our Business and Account Management team and internal IT teams
• Lead and support the services we deliver to our external clients
• Serve as the single point of contact between the business and technical teams
• Monitor and provide status of production issues

Qualifications

• 7+ years of production support experience in a large-scale and diverse environment
• Hands-on experience providing AI solutions for automating & eliminating production issues
• Hands-on experience with SRE concepts & implementation
• Hands-on experience in Incident, Request and Change Management
• Hands-on experience developing and debugging full stack-based applications
• Hands-on experience developing and debugging Fullstack, Java, Cloud Technologies, IVR Systems, AngularJS or ASP.net or C# or VB.net
• Experience in Backend Webservices, Windows Services
• Experience in Version Control/Build Tools: TFS and GitHub
• Experience in observability tools - Splunk, AppD, DynaTrace, DataDog etc.
• Experience with ActiveBatch or similar Workload Automation and Enterprise Job Scheduling
• ITIL Qualified & Expert knowledge of ITIL disciplines
• Experience with all aspects of the software development process including coding, systems, data analysis, testing and operations
• Experience with Salesforce platform suite including AgentForce for AI based solution support
• 10-20% travel required

Requirements

• Experience with Agile/Scrum methodologies
• Experience with cloud services (Azure, AWS, GCP)
• High degree of self-motivation to work in a fast-paced dynamic environment
• Strong communication skills to facilitate meetings with both technical and business audiences, often across multiple functional departments
• Demonstrated understanding of various technologies (.Net, C#, MQ, Java/J2EE, etc.)
• Experience with major database management systems, e.g., DB2, Oracle, and SQL Server
• Expertise in Log4Net, Signal, AltSoft, Castle, XEngine, irAuthor, inRule, DevExpress, WinForms, BizTalk, Elastic Search, Kibana, SSIS and SSRS
• Experience creatively debugging complex system problems spanning entire hosting stack (application, server, communication channels, networking components, etc.)
• Exhibit decisiveness and good judgment, even in ambiguous circumstances
• Experience supporting both proprietary and vendor developed or supported applications
• Demonstrated successful completion of technical projects
• Demonstrated proficiency working on all phases of SDLC
• Healthcare, PBM, Medicare, or Med D experience preferred

Education

• Bachelor's degree or equivalent experience required

Benefits

• Comprehensive and competitive mix of pay and benefits
• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs and other resources, based on eligibility