[Hiring] Senior Enterprise Voice & Contact Center Technology @Blue Cross and Blue Shield of Louisiana

Role Description

Designs, implements, administers, monitors, and optimizes enterprise voice, contact center, and communication technology solutions across cloud, on-premises, and hybrid environments. Ensures the security, availability, reliability, scalability, performance, and operational integrity of mission-critical communication services supporting employee collaboration, customer interactions, interactive voice applications, call recording, workforce enablement capabilities, fax services, related integrations, and emerging AI-enabled capabilities.

Provides advanced technical expertise and senior-level escalation support for complex communication environments. Leads solution design and implementation efforts, develops technical standards and support practices, and mentors engineering staff. Develops integrations, automation solutions, scripts, APIs, and lightweight applications that improve operational efficiency, service delivery, reporting, resiliency, and business outcomes.

How You Contribute to the Company's Mission in this Role:

• Design, engineer, implement, administer, and optimize enterprise voice, contact center, and communication technology solutions.
• Lead the technical design and implementation of complex platform enhancements, integrations, and service improvements.
• Develop technical designs, implementation approaches, standards, and support practices for supported services.
• Evaluate, test, recommend, and implement new technologies, capabilities, service enhancements, and AI-enabled solutions.
• Lead complex troubleshooting, root-cause analysis, and service restoration efforts for critical communication services.
• Develop and maintain integrations between communication platforms, business applications, cloud services, and enterprise systems.
• Design and implement automation solutions, scripts, utilities, workflows, APIs, and lightweight applications that support business and operational requirements.
• Monitor platform health, performance, availability, capacity, and security through proactive engineering and operational practices.
• Use data-driven analysis to improve service quality, resiliency, and supportability.
• Lead or significantly contribute to upgrades, migrations, modernization efforts, and technology transformation initiatives.
• Develop and maintain technical documentation, operational procedures, design standards, and knowledge-sharing materials.
• Provide technical mentoring, coaching, and knowledge transfer to engineers and support teams.
• Support resiliency planning, disaster recovery readiness, and continuity-related testing activities.
• Recommend process improvements, operational efficiencies, engineering best practices, and longer-term service improvements.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related field required.
• Equivalent combination of education and experience may be considered.
• Four years of relevant experience may be substituted for a bachelor's degree.

Requirements

• Five or more years of progressively responsible experience designing, implementing, supporting, and optimizing enterprise communications environments.
• Experience in one or more of the following areas:
• Enterprise voice, collaboration, contact center, or customer interaction technologies.
• Communication system engineering, solution design, service configuration, and cloud or hybrid communication services.
• Call routing, call flows, communication policies, real-time communication technologies, and supporting protocols.
• Monitoring, observability, operational analytics, performance tuning, capacity management, and technical troubleshooting.
• Telecommunications, networking, server, infrastructure, security, identity, resiliency, business continuity, and disaster recovery technologies.
• Platform integrations, enterprise application connectivity, APIs, data exchange, scripting, workflow automation, and lightweight application support.
• Technical project leadership, solution delivery, and evaluation of emerging technologies, including AI-enabled capabilities.

Benefits

• Resources to live well and be healthy.
• Opportunities for continued learning and skill development.
• Support for professional growth and community service.