Senior Enterprise Voice & Contact Center Technology

We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with us.

Residency in or relocation to Louisiana is preferred for all positions.

Applicants must be authorized to work for Louisiana Blue in the United States without employer-sponsored immigration support. Louisiana Blue will not provide current or future employment-based immigration sponsorship or other immigration support for this opportunity, including H-1B, L-1, O-1, H-1B1, E-3, TN, or J-1 sponsorship or F-1 OPT/STEM OPT/CPT support. Applicants who would require such sponsorship or employer support during their employment should not pursue this opportunity.

POSITION PURPOSE

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 and 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 and 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 and 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 and 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 and provide technical mentoring, coaching, and knowledge transfer to engineers and support teams.
• Support resiliency planning, disaster recovery readiness, and continuity-related testing activities and recommend process improvements, operational efficiencies, engineering best practices, and longer-term service improvements.

REQUIRED QUALIFICATIONS
Education

• 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.

Work Experience

• 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
• Preferred Technical Experience
  - Enterprise voice, contact center, and communication platforms across cloud, hybrid, and on-premises environments
  - Interactive voice applications, workflow automation, call recording, workforce optimization or engagement capabilities, and enterprise fax or related document-delivery services
  - Systems integration, enterprise application connectivity, APIs, service-oriented architectures, scripting, lightweight application support, database interaction, and data integration
  - Operational monitoring, analytics, dashboards, reporting, infrastructure and network troubleshooting, and security, compliance, or governance practices
  - Source control, testing, deployment, and related software delivery practices
• Technical Competencies
  - Advanced knowledge of enterprise voice, contact center, collaboration, and communication technologies, with the ability to design, implement, optimize, and support highly available, scalable, and resilient services.
  - 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 and assessing practical solution alternatives and technical risks.
  - Experience developing integrations, automation solutions, workflows, scripts, APIs, custom tooling, and lightweight applications that improve operational efficiency, supportability, and service delivery.
  - Experience analyzing system performance, availability, reliability, capacity, utilization, and operational metrics and using that analysis to guide improvements.
  - Understanding of AI, generative AI, and large language model concepts, including relevant use cases, limitations, and security considerations within enterprise communication and contact center technologies.
  - Ability to develop technical standards, engineering documentation, design specifications, and operational procedures.
• Leadership Competencies
  - Provides technical leadership, mentorship, and knowledge transfer to engineers and support teams while leading complex engineering efforts and technology initiatives with minimal supervision.
  - Influences solution direction through analysis, recommendations, and design leadership and facilitates collaboration among technical and business stakeholders.
  - Balances business requirements, operational objectives, and technical considerations in solution delivery and contributes to standards, architecture discussions, and future-state planning for supported services.
• Professional Competencies
  - Strong analytical, problem-solving, critical-thinking, and decision-making skills.
  - Excellent verbal, written, and presentation skills, with the ability to communicate complex technical concepts to technical and non-technical audiences.
  - Strong stakeholder relationship management and service orientation, with the ability to manage multiple priorities and initiatives simultaneously.
  - Demonstrated ability to assess alternatives, establish priorities, make sound technical recommendations, and maintain commitment to continuous professional development and innovation.

Additional Accountabilities and Essential Functions
The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize, and analyze are required.

An Equal Opportunity Employer

All internal employees please apply through Workday Careers.

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Additional Information

Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive, only those most qualified will be contacted. To monitor the status of your application, please visit the "My Applications" section in the Candidate Home section of your Workday account.

In support of our mission to improve the health and lives of Louisianians, we encourage the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free.

We perform background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner.

Additionally, we are a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results.