Contact Center Software Administrator

BillionToOne, is a next-generation molecular diagnostics company dedicated to developing powerful and accurate diagnostic tests that are accessible to all. The company's innovative QCT molecular counting technology significantly enhances the resolution of disease detection using cell-free DNA by over 1,000-fold. This groundbreaking technology is integral to BillionToOne's product offerings. One of BillionToOne’s flagship products, Unity Complete™, is the only non-invasive prenatal screen capable of assessing fetal risk for both common recessive conditions and aneuploidies from a single maternal blood sample. Leveraging the same molecular counting technology, BillionToOne is expanding its reach into oncology with a pioneering liquid biopsy test, Northstar, that combines treatment selection with monitoring. Over 500K patients have received BillionToOne tests to date, and BillionToOne has grown from $0M to $125M ARR in the last ~4 years.

Ranked at the top 5% of Y Combinator companies, BillionToOne has successfully raised close to $400 million in funding to date, with a notable $130 million Series D round completed in June 2024, resulting in an company evaluation of over $1 billion. This funding has come from prestigious global institutional investors, including Adams Street Partners, Neuberger Berman, Baillie Gifford, and Premji Invest. BillionToOne has recently been recognized by Forbes as one of America's Best Startup Employers for 2024, highlighting the company's exceptional work environment and commitment to innovation.

BillionToOne’s team has grown significantly and now proudly employs over 400 highly skilled individuals. Despite substantial growth, BillionToOne has successfully maintained the unique culture that defined us from inception, continuing to cultivate a team that is not only diverse and passionate but also innovative. Headquartered in Menlo Park, California, with an additional facility in Union City, California, BillionToOne remains at the forefront of significant advances in molecular diagnostics, evidenced by the recent announcement of clinical outcomes data for its Northstar product and new advancements in cancer diagnostics. For more detailed information about BillionToOne and its groundbreaking work, please visit the company’s website at www.billiontoone.com.

BillionToOne is looking for a Call Center Software Administrator, who’ll play a vital role in the continued growth of our company. We are looking for a proactive individual who can help us continually improve and enhance our contact center software, gathering requirements and feedback, designing scalable best practice solutions, and managing the contact center development roadmap. Our Contact Center user experience is of great importance to us, therefore the Contact Center Administrator should enjoy all aspects of user management including support tickets, training, and designing solutions with user satisfaction a priority. In tandem developing and executing a roadmap of using ai, to reduce the burden on the team while improving the overall experience all patients, ordering providers, sales reps, and internal team members who interact day to day with our many vendors.

We are looking for someone with a good understanding of the Dialpad Ai (or similar platform,) who can understand both our current setup and our business objectives, in order to quickly identify areas of improvement. The Contact Center Administrator should be comfortable with change management and governance, as well as communicating, prioritizing, and managing all aspects of a IVR development project, including inbound, outbound dialers, and texting. The ideal candidate will be happy to liaise with stakeholders at all levels, with the ability to translate technical information into layman’s terms and clearly explain design options and their potential impact.

Responsibilities:

• Designing and executing multiple IVR’s for internal teams
• Maintain team-based reporting and automation where possible
• Engage with the management team on what Dialpad can do to help them drive our business forward, ensuring all reports have actionable data
• Oversee and diligently respond to all types of communication in a professional and articulate manner: phone, email, from sales representatives, and executives
• Learn and be well-versed in order to answer questions about our technology, products, and services, including the test types and units associated with each
• Keep precise and clear documentation of all communications and follow-up activities
• Collaborate with finance and management to ensure timely release of commissions and baselines for future quarters
• Be able to exercise good judgment and critical decision-making consistently and in a rationale and deliberate way
• Identify issues and trends and collaborate with leadership to develop best practices
• Participate in projects that extend beyond your day-to-day to help build a world-class Contact Center instance
• Leverage ai, to improve customer experience
• Workforce management experience a plus but not required

Requirements:

• 2+ years of contact center administration experience
• 4-year college degree (or equivalent in experience)
• 3+ years experience with Contact Center Administration (Five9, InContact, Genesis, and others)
• Advanced organizational skills with the ability to handle multiple assignments
• Ability to work in a very fast-paced, demanding environment 
• Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiences
• Forward-thinking ability to break down complex situations with little to no guidance 

Benefits And Perks:

• Working with a team of ‘rockstars’ who bring out the best in everyone
• Open, transparent culture that includes weekly Town Hall meetings
• The ability to indirectly or directly change the lives of hundreds of thousand patients
• Multiple medical benefit options; employee premiums paid 100% of select plans, dependents covered at 80%
• Extremely generous Family Bonding Leave for new parents (16 weeks, paid at 100%)
• Retirement savings program including a 4% Company match
• Free daily on-site lunches provided from top eateries
• Latest and greatest hardware (laptop, lab equipment, facilities)
• A variety of perks on campus (state of the art gym, restaurant)
• Free on-site EV charging (compatible with all EVs, including Tesla)

At BillionToOne, we are proud to offer a combination of a (1) base pay (2) generous equity options offering, on top of (3) industry leading company benefits (free healthcare options, 401k match, very generous fully paid parental leave etc.).

BillionToOne is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Last updated on Aug 1, 2024