Director - Contact Center Technology

Cardinal Health Dublin , OH 43016

Posted 4 months ago

What Software Engineering contributes to Cardinal Health

Software Engineering is responsible for designing, developing, implementing and supporting applications, systems and IT products required to achieve the company's business objectives.

  • Demonstrates knowledge of software development techniques and fluency in software languages and application programming interfaces.

  • Demonstrates general understanding of hardware/software platforms including but not limited to operating systems, databases, application servers, web servers and integration technologies.

  • Plans and executes system implementations that ensure success and minimize risk of system outages or other negative production impacts.

  • Demonstrates conceptual knowledge of architecture standards and database and operating systems.

  • Demonstrates problem solving ability that allows for effective and timely resolution of system issues including but not limited to production outages.

  • Analyzes production system operations using tools such as monitoring, capacity analysis and outage root cause analysis to identify and drive change that ensures continuous improvement in system stability and performance.

  • Demonstrates knowledge of software development, life cycle, modeling of business processes, application design patterns, business/functional documents. Estimates to high level business requirements and provide options analysis.


  • Provides call center technology support to CSS, ParMed, Sonexus, EIT Service Center and HR Service Center. This includes telephony systems, workforce management systems, speech analytics systems and workflow systems. This team has expanded the solution foot print beyond our core customer service support footprint.

  • Responsible for working with application owners across Cardinal Health's EIT organization to deliver on projects and solutions. The Director will rely on SAP, Workday,, to ensure their projects are delivered on time.

  • Provides guidance and balance across workload for projects, run, leadership expectations, planning future work, escalations, etc.

  • Maintaining a high level of client satisfaction is critical to this role. Expected to stay on top of clients' varying needs and to inform leaders, clients, and the team on activities, projects, and statuses on a routine basis.

  • Ensures they are designing the optimal business processes and policies for their assigned areas to maximize the value realization.


  • Bachelors and Advanced Degree in related field or equivalent work experience

  • 12+ years experience in related field preferred

  • Prior supervisory experience preferred

  • Demonstrated ability to set technology direction and oversee successful delivery and/or support of technology solutions preferred

  • Business Process Optimization expertise is preferred

What is expected of you and others at this level

  • Provides leadership to managers and experienced professional staff may also manage front line supervisors

  • Manages an organizational budget

  • Develops and implements policies and procedures to achieve organizational goals

  • Assists in the development of functional strategy

  • Decisions have an extended impact on work processes, outcomes, and customers

  • Interacts with internal and/or external leaders, including senior management

  • Persuades others into agreement in sensitive situations while maintaining positive relationships

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Contact Center Lead

Epiq Systems, Inc.

Posted 3 weeks ago

VIEW JOBS 12/27/2018 12:00:00 AM 2019-03-27T00:00 It's fun to work at a company where people truly believe in what they are doing! Job Description: Job Summary: This position is responsible for leading a group of 10-15 contact center agents, conducting quality assurance reviews and providing coaching and monitoring. Job Responsibilities: * Conduct daily quality assurance reviews and provide feedback and coaching to CS2s * Manage time card approval * Assist on the phones when necessary * Handle escalated calls * Manage utilization * Identify escalations trends and work with supervisor on solutions * Manage escalations reporting Qualifications: * High school diploma or equivalent * Contact Center leadership experience preferred * Ability to effectively communicate with co-workers, peers, and management through written and verbal communication * Ability to communicate with callers, internal departments and other third parties in a professional manner * Ability to deal with varied and often difficult personalities while maintaining an even temperament * Ability to deal effectively with performance problems If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Epiq and its affiliated companies are Equal Opportunity Employers (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, marital or veteran status or any other category protected under applicable federal, state or local law. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records. Epiq Systems, Inc. Dublin OH

Director - Contact Center Technology

Cardinal Health