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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Pharmacy Telephony Architect (2026-7165) - **Company:** The William Carter Company - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $90,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** Automatic Call Distributor, Interactive Voice Response, Information Systems, Computer Telephony Integration, Customer Interaction Management (Software), Electronic Data Interchange (EDI), Performance Tuning, Software Deployment, Systems Integration, Speech Recognition, Workflow Management Systems, Genesys, Information Technology, Bots, Api Design - **Published:** July 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5841669071af4631 ## About the Role * Bachelor's degree in computer science, Information Systems, or related field (or equivalent combination of education and experience). * 5+ years supporting contact center technologies and telephony platforms. * 3+ years hands-on experience designing and maintaining IVR applications and call routing strategies PREFERRED EDUCATION AND EXPERIENCE: * Background in healthcare, pharma, or other regulated industries. * Experience in CaasS telephony setup including IVR configuration and workflow design. * Experience with call routing, speech recognition, natural language IVR, voice bots, and self-service applications. * Experience supporting cloud contact center migrations. Customer service evaluation and satisfaction experience KNOWLEDGE, SKILLS & ABILITIES: * Advanced technical design and troubleshooting skills for telephony and CRM integrations. * Strong leadership and stakeholder engagement capabilities. * Excellent communication and executive presentation skills. * Ability to manage complex projects and competing priorities in a fast-paced environment. * Proficiency in telephony platforms NICE CXOne, Five9, Genesys, CX environment, and CTI integrations. * Proven track record in cloud migration, IVR design, and omnichannel strategy. * Experience with SIP telephony, telecommunications infrastructure, and contact center operation * Experience troubleshooting production telephony and IVR issues. * Knowledge of medical terminology, brand and generic names of medications, and general pharmacy terminology * Knowledge of HIPAA and healthcare compliance requirements * Ability to read, write, speak, and understand the English language ## Description The Pharmacy Telephony Architect serves as the technical lead for pharmacy contact center and telephony solutions supporting patient, provider, and customer interactions. This role is responsible for the design, development, implementation, and ongoing optimization of IVR applications, call routing strategies, telephony integrations, and contact center platforms. The role will support telephony integrations within our Pharmacy Management System and other pharmacy applications., * IVR Design & Development * Design, build, test, and maintain complex IVR call flows and self-service applications. * Develop and optimize routing strategies, call treatment logic, queues, and customer journeys. * Support IVR modernization initiatives and customer experience enhancements. * Analyze call flow performance and implement continuous improvements. * Telephony & Contact Center Administration * Configure and support Genesys Cloud CX and related telephony technologies. * Manage call routing, agent provisioning, queue configuration, and platform administration. * Support call recording, SIP telephony, voice infrastructure, and telecommunications integrations. * Troubleshoot and resolve telephony and contact center platform issues. * Platform Integration * Support integration between Genesys, telephony platforms, and pharmacy management systems. * Collaborate with Workbench and other pharmacy technology teams to ensure seamless customer and operational workflows. * Support API-based integrations and data exchange requirements. * Ensure alignment between telephony capabilities and pharmacy business processes. * Incident Management & Ticket Triage * Manage and prioritize telecommunications, IVR, and pharmacy systems support tickets. * Lead root-cause analysis and resolution of production issues. * Coordinate with vendors and internal stakeholders to resolve platform-related incidents. * Maintain service documentation and operational procedures. * Performance Optimization * Monitor IVR containment, call routing effectiveness, service levels, and platform performance. * Develop reporting and recommendations to improve customer experience and operational efficiency. * Identify automation opportunities that reduce call volume and improve self-service adoption. * Vendor & Stakeholder Management * Partner with CaasS vendor (I.e. Genesys, CXOne, Five9), telecommunications providers, and pharmacy technology vendors. * Coordinate platform upgrades, maintenance activities, and production deployments. * Collaborate with business and operational leaders to prioritize enhancements and support requirements. * Perform all other duties as assigned. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [API Design - Getting Started](https://www.wearedevelopers.com/videos/33-api-design-getting-started) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [Command the Bots: Mastering robots.txt for Generative AI and Search Marketing](https://www.wearedevelopers.com/videos/1165-command-the-bots-mastering-robots-txt-for-generative-ai-and-search-marketing) - [Rest API Antipatterns](https://www.wearedevelopers.com/videos/100208-rest-api-antipatterns) - [The Design and Evolution of C++](https://www.wearedevelopers.com/videos/526-the-design-and-evolution-of-c) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)