ESS Voice Senior Telecom Administrator

Profile

Description

The Senior Telecomm/Voice Administrator works with business and IT partners to ensure the continuous optimization of the voice customer experience for various contact center solutions including but not limited to computer telephony integration (CTI) solutions, dynamic call routing and call allocation platforms.

Responsibilities

The Senior Telecomm/Voice Administrator co-ordinates with internal business and IT support teams as well as operational partners and vendors to analyze all aspects of the voice customer experience and ensure that they are seamless and easy. The position requires an understanding of business needs as well as technical aspects of telecommunications equipment and systems and vendor capabilities.

Responsibilities will include:


Requirements gathering and documentation.
Facilitation of design activities that result in optimal solutions that meet both the business need, consumer expectation and technical best practices.
Alignment and agreement of multiple operating teams across a large and complex enterprise footprint including third party business partner organizations.


To be successful the role will require an individual with a proven track record of building relationships that effectively partner and influence both IT and business strategy as it pertains to multi-channel contact management. They will makes decisions on moderately complex to complex issues regarding business and technical approach for project components, and much of this work is performed without direction which therefore requires and ability to operate autonomously while maintaining alignment to team and organizational goals and strategies.

Required Qualifications


Minimum 1 year of experience in requirements gathering
Understanding of business processes and how they relate to customer experience technology
Strong architecture & systems planning skills
Demonstrated experience and success with implementation of Omni-channel technologies including ongoing maintenance and optimization
Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management


Work-At-Home Requirements


WAH requirements: Must have the ability to provide a high-speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information


Preferred Qualifications


Experience with telephony and contact center platforms, tools and technologies such as Genesys, Cisco, Broadsoft telephony, InContact, Five9, 8x8, etc.
Demonstrable understanding of supporting technologies such as remote and virtual desktop management, VoIP, storage, backup, web, middleware, database, Active Directory, and other technologies needed to operate customer contact centers
Extensive knowledge of voice, messaging, and email contact center technologies including SIP, TDM, CM, Intelligent Call Routing, IVR, Call Routing, WFM, ACD, etc.
Understanding of Agile development methodologies
Understanding working in SAFe Framework
Experience leading teams to develop and apply standard operating procedures including reusable artifacts and frameworks, reference artifacts, design, development, change management, release management, and QA tools


Covid-19 Vaccine Policy

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field. Every associate and contractor who work inside a Humana facility or in the field, regardless of vaccination status, must complete a daily health screening questionnaire.

Additional Information


As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a first round interview, you will receive an email correspondence (please be sure to check your spam or junk folders often to ensure communication isn't missed) inviting you to participate in a Modern Hire interview. In this interview, you will listen to a set of interview questions over your phone and you will provide recorded responses to each question. You should anticipate this interview to take about 15 to 30 minutes. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews. #LI-Remote


Scheduled Weekly Hours

40

Company info

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