State of NM Contact Center Agent

Contractor Opportunity **Role Title:** Remote Contact Center \- Call Center Agent **Location:** Remote / Must live in New Mexico **Engagement Type:** Contractor via Third‑Party Supplier **Contracting Entity:** Accenture **Supplier of Record:** Artech **Start Date:** 8/3/2026 **Duration:** 12 months with potential for extension About the Role We are seeking qualified contractors to fulfil the role of a Contact Call Center Agent, leverage call center experience, strong customer service skills, problem solving, and attention to detail to deliver a positive citizen experience across multiple communication channels. The ideal candidate enjoys building relationships, adapts quickly to change, and demonstrates professionalism and resilience in a fast‑paced environment. This opportunity is open to individuals located in New Mexico. Only New Mexico residents will be considered for this position. Additionally, the role requires access to reliable internet and the ability to manage all responsibilities from a home office. The project hours of operations will be Monday – Friday, in which candidate must be available to work an 8\-hour shift between 7:00 AM to 7:00 PM Mountain Standard Time Training Hours are 8 a.m. to 5 p.m. Mountain Standard Time Zone \- Monday\-Friday Contractors will be engaged and paid by a third\-party payroll supplier, Artech , which will serve as the employer of record for tax and compliance purposes. Key Responsibilities Core Duties Answer incoming and conduct outbound communications via phone, chat, and email Follow established call flows and scripts to ensure consistency and quality Relay accurate findings, decisions, and outcomes to customers regarding eligibility questions for the summer programs, EBT cards, monies they will receive, updating addresses, directing resources on how to apply if not automatically enrolled. Answer incoming phone calls, conduct outreach phone calls, chats, and/or emails regarding Medicaid Follow call flows with scripts Research and review customer inquiries using multiple systems, relaying outcomes to customer Clearly document call information and encounters in call logs Review monthly benefit allotments Assist with re\-certifying to retain benefits Switching insurance coverage Issuing Medicaid cards Assist individuals with applying for medical and income benefits Provide status of application, benefits and eligibility Deliverables or Project Scope Timely and accurate resolution of citizen inquiries Clear and complete documentation of customer interactions and outcomes Consistent adherence to operational, quality, and compliance standards Proactive identification of trends and risks impacting service delivery Collaboration Tools or Platforms Micr