Colorado Springs, CO, United States
It, Telecom, Sciences
Mar 16, 2021
Humana's Enterprise Shared Services (ESS) team is looking for an experienced Senior Telecomm/Voice Administrator to join working remote, from home anywhere in the US. The Senior Telecomm/Voice Administrator analyzes the organizations telecommunications networks for opportunities to improve call handling or system performance. The Senior Telecomm/Voice Administrator is responsible for mentoring other members of the team in his technical telecom knowledge and skills as well as requirements gathering, resource coordination, and evaluating technical specifications related to complex contact center technology projects.
The Senior Telecomm/Voice Administrator diagnoses problem source through discussions with users; co-ordinates with internal business and IT support teams as well as operational partners and vendors to resolve problems which requires an understanding of business needs as well as technical aspects of telecommunications equipment and systems and vendor capabilities. This role is also responsible for clearly defining business requirements as they pertain to add/change/delete requests driven by multiple operating teams across a large and complex enterprise footprint including third party business partner organizations.
The Senior Telecomm/Voice Administrator will wear many hats including acting as an Agile Product Owner for various contact center technology projects. In this capacity, he/she will be responsible for writing, prioritizing, and working with Agile team members to refine user stories to document business needs/requirements for various contact center technology initiatives such as implementation of the Genesys PureCloud Outbound Dialer Solution, new Voice of the Customer (VOC) survey solution, or handling of non-IVR Toll Free Numbers which will be routed into the Genesys PureCloud Inbound Call solution.
The person in this role is expected to have multiple years of experience working with contact center technology deploying new platforms and features on existing platforms and have in depth understanding of end to end routing of calls through the system and dependencies upon other systems such as Quality Assurance and Workforce Management platforms. This knowledge and experience will be used to influence both IT and business strategy as it pertains to multi-channel contact management.
Bachelor's degree in computer science or related field OR equivalent experience in lieu of degree
5 years of telecommunications technical experience
Experience implementing contact center technology solutions (i.e. outbound dialer, post call survey, call routing configuration, etc.)
Knowledge and understanding of technical aspects of telecom equipment and systems
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Work at Home/Remote Requirements
Must ensure designated work area is free from distractions during work hours and virtual meetings
Must provide a high-speed DSL or cable modem for a workspace (Satellite and Hotspots are prohibited). A minimum standard speed of 10x1 (10mbs download x 1mbs upload) for optimal performance of is required
Previous experience as a Telecom/Voice administrator
Previous Agile Product Owner and/or Program Management experience
Experience with Avaya call center solutions
Experience with Genesys Pure Cloud Contact Center Solutions
Experience migrating from legacy contact center technology platform to new platform
Scheduled Weekly Hours
Website : http://www.humana.com