Manager, Contact Center Technology & Design

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span 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 so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit

As the Manager of Contact Center Technology & Design, you will join our team on a journey to help eliminate barriers for patients, increase their access to medications, and help them receive lifesaving treatments while working in an environment that nurtures you.

This role is responsible the design and implementation of all Contact Center related activities within the organization. This position will help to manage, design, implement and support telecom technologies that are used in multiple call centers within Valeris. This position is also responsible for the team that provides frontline administration and support regarding daily operational technology tools to the Contact Center Operational Teams.

Key Responsibilities:

• Provide strong, dynamic leadership that mentors, develops, and guides team members to leverage the value of tools and technologies that support Contact Center Operational Teams within the organization.
• Gather, analyze and document business requirements related to Cisco 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 also understand new tools that will be needed to support our growth.
• Investigate and/or implement new Contact Center Technology that will be needed 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 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 that system processes and changes are documented and follow a standardized Change Request

Qualifications:

• 5+ years working with IVR, design and routing configuration within a Contact Center environment
• Strong mentoring and relationship building skills with ability to effectively manage a team.
• Must be able to prioritize and execute tasks in a high-pressure environment.
• Experience managing a Cisco Contact Center Enterprise environment (admin interfaces and setup) with additional tools that support adjacent Contact Center functions.
• Self-motivated and willing to take initiative on multiple company projects.
• Excellent verbal and written communication skills for technical and non-technical staff.
• Excellent follow through and initiative.

Physical Demands & Work Environment

• 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 of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
• Although very minimal, flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Why Work for Valeris?

We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:

• 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
• Team members receive 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
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
• A mission-driven, inclusive culture where your work makes a meaningful impact

Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.

Our Commitment to Equal Opportunity

At Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.