iCATI Programmer

Company Description

Press Ganey is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 

• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 

• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 

• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 

• Better together: We check our egos at the door. We work together, so we win together. 

• Collaborate closely with Project Managers to define project requirements, emphasizing data accuracy, scalability, and efficiency. Establish and deliver on ambitious timelines.

• Design, develop, and maintain phone and web applications within the iCATI platform, including markup scripting, code implementation, editing via Visual Studio, and innovating new methods to fulfill client needs.

• Utilize source control systems to manage and maintain code version and tracking across projects.

• Create links, embedded with tracking variables, enabling storage and retrieval within sessions.

• Develop IVR programs using VXML scripting, operationalize them through third-party systems, and establish database interfaces for data transfer between systems.

• Incorporate market research concepts within program logic and script design to collect and measure meaningful data. Understand and program conjoint analysis exercises.

• Ensure quality assurance by reviewing both your own work and that of others, employing rigorous quality control processes, and adhering to standard code review methods to maintain accuracy and excellence throughout project development.

• Facilitate communication of project milestones across multiple departments, while also conveying project requirements to technical teams as necessary. Transition ownership of projects throughout operational departments.

• Route automatic call distributions. Create campaign DNIS, grouping, skill-based routing, (TTS), and interactive voice response (IVR) functionalities.

• Configure dialing campaigns by establishing call pacing, drop ratio, alternate dialing, dialing filters, quotas, caller ANI, and call detection capabilities to optimize campaign performance.

• Create database tables. Establish database communication with ODBC. Clean, load, and alter sample using SQL. Update PostgreSQL tables as per the provided sample flags to ensure data integrity and accuracy.

• Write and maintain stored procedure tasks, and SQL Server Reporting Services reports ensure database functionality and the review of data accuracy.

• Monitor data collection to detect script and program errors, promptly identifying, reporting, and resolving issues. Additionally, communicate and document non-programming related issues with relevant departments for resolution.

• Participate in training sessions for the latest security and software practices and use. Submit support tickets and follow through with support technician staff both internally and with product vendors.

• Hands-on experience in computer programming concepts, including use of C#, HTML, CSS, and JavaScript

• Solid foundational knowledge of ASP.NET, jQuery, XML, and Microsoft SQL Server

• To communicate effectively with coworkers and clients.

• Strong attention to detail

• Problem solving and analytical skills

• A high level of flexibility to adapt quickly to changing priorities

• Capable of applying development concepts to read and write high-quality code

• Ability to work independently and as part of a team

• Bachelor’s degree from an accredited college or university with 2+ years technical engineering experience.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Additional Information for US based jobs:

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state, or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position ranges from $50,000 to $56,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus tied to achieved results.

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/