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Blue Shield of California's mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that truly serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.
To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our comprehensive approach to diversity, equity, and inclusion combines a focus on our people, processes, and systems with a deep commitment to promoting social justice and health equity through our products, business practices, and presence as a corporate citizen.Blue Shield has received awards and recognition for being a certified Great Place to Work, best place to work for LGBTQ equality, leading disability employer, one of the best companies for women to advance, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we are striving to make a positive change across our industry and the communities we live in - join us!Your RoleThe Telecom Technology Team maintains our contact center technology systems. The Senior Voice Engineer will report to the Senior Telecom Manager. In this role, you will serve as a voice engineer whose primary role is to evaluate, design, and maintain existing or proposed telephony systems, applications, and services.Your WorkIn this role, you will:- Review, monitor, and interpret systems and processes to assure access to information and resources.
- Receive Build Documents for systems and applications and implement to specification.
- Perform system analysis and interpret collected data to provide reports for capacity management & system utilization.
- Document system design, operational procedures & maintenance activities for all voice systems.
- Perform System Administration, Build, & Integration
- Perform System Monitoring & Analytics
- Resolve Incidents & Problems
- Design IT Process Automation
- Ensure IT Security Compliance
- Create Standards & Best Practices
- Contribute to User Facing Communications
- Perform Architecture & Solution Design
- Support End Users
- Create Reports & Maintain Capacity Management
- Participate in After Hours & Weekend On-Call Support
- Requires a bachelor's degree or equivalent experience
- Requires at least 2 years of prior relevant experience
- Requires practical knowledge of job area typically obtained through advanced education combined with experience, preferably in a healthcare setting
- Requires experience in adopting new technologies, leading in technology improvement initiatives, and aligning technical solutions with business and IT partners
- Requires excellent organizational, analytical, and communication skills
- Requires working knowledge of the following platforms:
- Avaya Communication Manager / CMS
- Avaya System Manager / Session Manager
- Avaya Session Board Controller
- Avaya Interaction Center
- Pega Call
- Salesforce CTI Cloud Connector
- Oracle Session Board Controller / EOM
- Avaya Experience Portal / POM Dialer
- Nuance Speech Recognition
- Google Dialog Flow
- Virsae Monitoring
- Verint Work Force Optimization
- Genesys Cloud CX
- Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short
- Human. We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes
- Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals
Vacancy expired!