Company :

enGen

Job Description :

JOB SUMMARY

The position requires a highly knowledgeable member of a team responsible for designing and implementing Contact Center Solutions and standards that align to business strategy and objectives. The position is responsible for creating detailed solution designs and documentation that supports the development, implementation and operations of enterprise-class contact solutions used by the Contact Center supporting our Contact Center of the Future programs.

ESSENTIAL RESPONSIBILITIES

• Lead to provide strategic consultation to business customers in defining or designing business processes, functions and organizational structures, as well as in researching, identifying and internally marketing enabling technologies based on customer capability requirements. Facilitate development of the most complex enterprise business solutions that combine knowledge of particular business processes and issues, general technological options, and process facilitation techniques. Lead and participate in enterprise strategy development, including environmental analysis, opportunity identification, value cases and business innovation portfolio development.

• Specify and design large or the most complex systems, solutions, networks, infrastructure elements, or processes. Select appropriate design standards, methods and tools and ensures that they are applied effectively. Lead reviews of others’ system design to ensure selection of appropriate technology, efficient use of resources and integration of multiple systems and technology. Establish policy for selection of architecture components. Evaluate and undertake impact analysis on the most complex major design options. Ensure that the system architecture balances functional, service quality and systems management requirements.

• Use appropriate tools, including models of components and interfaces, to contribute to the development of the most complex architectures. Produce detailed component requirements, specifications and translates these into detailed solutions/designs for implementation using selected products. Provide advice on technical aspects of system development, integration (including requests for changes, deviations from specifications, etc.) and processes. Ensure that relevant technical and business strategies, policies, standards and practices are applied correctly.

• Select and use tools and methods to establish, clarify, and communicate the functional and non-functional requirements of system users, their characteristics, and tasks. Identify the technical, organizational, and physical environment in which the most complex products or systems will operate. Identify, propose, initiate, and lead significant improvement programs, taking responsibility for the quality and appropriateness of the work performed and the realization of measurable business benefits. Modify existing process improvement approaches and/or develop new approaches to achieving improvement.

• Lead the resolution of a variety of architecture and business problems and serve as a technical or business lead for highly complex project initiatives.

• Communicate effectively will all levels of organization

• Manage expectations of customers, partners and management

• Participate in customer walkthroughs and plans; design and technical walkthroughs; and problem resolution and decision making

• Interact with departments across the organization as necessary, including the development and interpretation of highly complex requirements for peers and other staff.

• Maintain an in-depth knowledge of specific technical aspects in area of expertise and provides expert advice regarding their application. The area of specific expertise may be any aspect of information or communication technology, technique, method, process, product, or application area.

• Provide leadership and mentoring in the areas of expertise and architecture to their peers, developers, management and business users including technical expertise, coaching, and ad-hoc training by:

• Prepare presentations on complex issues on the area of expertise.

• Present to their peers to ensure consistency to Highmark's strategic direction.

• Other duties as assigned or requested.

EDUCATION

Required

• Bachelor’s Degree in Information Technology or closely related field

Substitutions

• None

Preferred

• Master's Degree

EXPERIENCE

Required

• 7 years in an IT discipline

• 7 years n a Business discipline

Preferred

• Health insurance industry business knowledge

LICENSES AND CERTIFICATIONS

Required

• None

Preferred

• Industry certifications such as Java Developer, DB2, Cogno, PEGA, Enterprise Architect(SCEA), Project Management

SKILLS

• Experience in designing and implementing contact center technologies aligned to business objectives for on-prem and CCaaS environments

• Develop technology roadmaps that align with business priorities and future initiatives

• Identify optimization opportunities in current environment

• Research and evaluate new concepts in contact center technologies

• Partner with business to prioritize programs aligned to critical path strategy deliverables

• Experience in supporting multiple customers

• Experience with Agile a plus

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

$92,300.00

Pay Range Maximum:

$170,800.00

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

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Req ID: J242948