About the Company

Cotiviti is a leading provider of encounter management and enrollment management solutions. The company’s products, Edifecs/Cotiviti Encounter Management (EM) and Enrollment Management (ENR), are utilized by enterprise customers. This role focuses on supporting these customers post-sales, ensuring seamless operation and adoption of the products.

Job Description

The Associate Operations Engineer will be responsible for providing post-sales support to enterprise customers utilizing Edifecs/Cotiviti’s Encounter Management (EM) and Enrollment Management (ENR) products. This includes assisting with installation, configuration, upgrades, troubleshooting, and daily operational management. The role involves a proactive approach to identifying and resolving technical and application-related issues that affect product performance or broader customer adoption. Collaboration with internal teams such as Engineering, Development, Sustaining Engineering, and Sales Engineering is crucial for issue resolution, bug documentation, User Acceptance Testing (UAT) on product builds, and ensuring successful server installations and upgrades. The Associate Operations Engineer will also manage end-to-end operations for hosted and customer-hosted application instances, including deployments, configuration changes, submission operations, tool development, and report generation. A strong focus on delivering a positive customer experience through consistent and responsive support is expected. This position requires the ability to reproduce customer issues in a test environment, adhere to case management procedures, and continuously enhance technical and product expertise. Due to the nature of operations support, this role may require working in shifts and providing weekend on-call support.

Responsibilities

• Manage end-to-end operations for Edifecs/Cotiviti hosted or customer hosted EM/ENR application instances, including deploying upgrades, making configuration changes, managing day-to-day submission operations, building custom tools and utilities, and creating ad hoc reports/queries.
• Provide technical support to enterprise clients regarding the technical and operational aspects of the products.
• Partner with Product Support Engineers and development teams to troubleshoot issues and implement resolutions.
• Analyze application and database performance, identify bottlenecks, and provide fixes or report issues to the development team.
• Offer workarounds or temporary fixes to clients to prevent processing disruptions.
• Create and provide ad hoc reports as needed to support client operations.
• Proactively manage submission cycles and reactively manage customer-reported cases and issues.
• Deliver a consistent, responsive, and satisfying customer experience with every interaction.
• Collect all necessary problem details from customers to effectively resolve issues.
• Successfully reproduce customer issues in a controlled test environment.
• Follow standard operational procedures for case management.
• Continuously improve troubleshooting skills, product expertise, and knowledge of related technical topics.
• Update the knowledge base and create reusable documents based on patterns observed during customer issue troubleshooting.
• Work in shifts.
• Provide weekend on-call support as per the internal roster.

Qualifications

• Bachelor of Science in Computer Science.
• Understanding of underlying technologies used by Edifecs/Cotiviti solutions, including Java, JMS, SQL Server/Oracle, and Web/Application Servers like Apache Tomcat/IBM WAS.
• Ability to remotely guide customers through multi-server deployments and upgrades for enterprise products.
• Very strong written and verbal communication skills.

Skills

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Frequently Asked Questions

Other Information

The role requires proactive engagement with customers and internal teams to ensure smooth product operations and issue resolution. Continuous learning and skill development in troubleshooting and product expertise are expected.

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