Senior Enterprise Voice, Contact Center Technology

Job not on LinkedIn

🔥 20 hours ago

⚜️ Louisiana – Remote

⚜️ Louisiana – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Blue Cross and Blue Shield of Louisiana

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1934

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Blue Cross and Blue Shield of Louisiana is an independent licensee of the Blue Cross Blue Shield Association, offering a range of health insurance products and services in the state of Louisiana. The company provides health, dental, and travel insurance options, including Medicare Advantage plans such as HMO and PPO. They focus on delivering comprehensive healthcare coverage through various plans to meet varying customer needs, while partnering with doctors, hospitals, and clinics to ensure quality care and support. Additionally, the company emphasizes wellness programs, cost-saving opportunities, and accessibility for its members.

📋 Description

• Design, engineer, implement, administer, and optimize enterprise voice, contact center, and communication technology solutions • Lead technical design and implementation of complex platform enhancements, integrations, and service improvements • Develop technical designs, implementation approaches, standards, and support practices • Evaluate, test, recommend, and implement new technologies, service enhancements, and AI-enabled solutions • Lead complex troubleshooting, root-cause analysis, and service restoration 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 • Monitor platform health, performance, availability, capacity, and security • Lead or significantly contribute to upgrades, migrations, modernization, and technology transformation initiatives • Develop 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 • Recommend process improvements, operational efficiencies, engineering best practices, and longer-term service improvements • Perform other job-related duties as assigned

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related field required, or equivalent combination of education and experience • Four years of relevant experience may be substituted for a bachelor's degree • Five or more years of progressively responsible experience designing, implementing, supporting, and optimizing enterprise communications environments • Experience with enterprise voice, collaboration, contact center, or customer interaction technologies • Experience with communication system engineering, solution design, service configuration, and cloud or hybrid communication services • Experience with call routing, call flows, communication policies, real-time communication technologies, and supporting protocols • Experience with monitoring, observability, operational analytics, performance tuning, capacity management, and technical troubleshooting • Experience with telecommunications, networking, server, infrastructure, security, identity, resiliency, business continuity, and disaster recovery technologies • Experience with platform integrations, enterprise application connectivity, APIs, data exchange, scripting, workflow automation, and lightweight application support • Experience with technical project leadership, solution delivery, and evaluation of emerging technologies, including AI-enabled capabilities • Advanced knowledge of enterprise voice, contact center, collaboration, and communication technologies • Strong understanding of telecommunications, networking, infrastructure, security, cloud computing, software development principles, application architecture, APIs, web services, and data exchange technologies • Expertise troubleshooting complex cross-functional issues involving communication platforms, applications, infrastructure, networks, integrations, and cloud services • Experience developing integrations, automation solutions, workflows, scripts, APIs, custom tooling, and lightweight applications • Experience analyzing system performance, availability, reliability, capacity, utilization, and operational metrics • Understanding of AI, generative AI, and large language model concepts, including use cases, limitations, and security considerations • Ability to develop technical standards, engineering documentation, design specifications, and operational procedures • Technical leadership, mentorship, and knowledge transfer abilities • Strong analytical, problem-solving, critical-thinking, and decision-making skills • Excellent verbal, written, and presentation skills • Strong stakeholder relationship management and service orientation • Must be authorized to work for Louisiana Blue in the United States without employer-sponsored immigration support • Successful background and pre-employment drug screening required

🏖️ Benefits

• Resources to live well and be healthy • Learning and professional development opportunities • Skills development and career growth • Opportunities to serve local communities • Smoke- and tobacco-free workplace • Reasonable accommodations for individuals with disabilities • Background and pre-employment drug screening • Drug-free workplace