Job Description

Location: Harrisburg, PA
Position Type: Remote
Contract Length: 9/1/26-3/31/28



Our client is seeking a Technology & Integration Lead responsible for the technical implementation, configuration, and integration of the contact center technology environment supporting a state-run health insurance marketplace operations. This role identifies system requirements across telephony, IVR, CRM, analytics, and knowledge management platforms, and leads the configuration and deployment of contact center technologies.

The Lead oversees integration planning with the marketplace’s core systems—such as eligibility, enrollment, and appeals—while managing API connectivity, database design, and system testing activities. This role also supports security and compliance considerations, technical change management, and go-live readiness to ensure a stable, scalable, and compliant contact center technology environment.

Responsibilities:

• Identify technology requirements (telephony, IVR, CRM, quality, monitoring, analytics, knowledge base)
• Establish integration planning with marketplace systems (eligibility, enrollment, appeals)
• Lead CRM/telephony implementation, configuration, and integration testing
• Conduct Genesys environment configuration
• Advise on configuration, integration, testing of other systems
• Document and manage tech change requests and implementation risks

Required Skills/Experience

• Security architecture experience, federal/state security standards familiarity (FedRAMP, etc.)
• 5+ years technology implementation experience
• Genesys platform expertise
• CRM implementation and customization
• IVR design and scripting
• API integration and system connectivity
• Database design and SQL
• Healthcare IT systems knowledge
• Healthcare IT and HIPAA compliance knowledge
• Integration and API experience
• Testing and UAT planning
• Go-live and cutover planning
• Telephony systems (Genesys, Avaya, Five9)
• IVR platforms
• Database tools (SQL Server, Orale, or similar)
• API tools and integration platforms (MuleSoft, Zapier, or similar)
• Testing tools (LoadRunner, JMeter, or similar)
• Accessibility compliance (ADA, WCAG)