Health Care Service Corporation
Lead Technical Business Consultant
Health Care Service Corporation, Chicago, Illinois, United States, 60290
At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers.Join HCSC and be part of a purpose-driven company that will invest in your professional development.Job Summary
The ideal candidate will have experience with Cisco Webex Connect, Cisco Webex Connect Contact Center/Enterprise. They will be responsible for using APIs and SDKs to build applications and workflows that improve end-to-end customer journeys and operational efficiency.Work with stakeholders to convert business requirements into technical solutions as well as deliver these into fully functional applications or workflows that meet the user's needs. Deliver on strategic, technological visions by managing detailed analysis, design, and support for the Contact Center Technology Solutions including upgrades, migrations, and feature implementations. Interact with technology vendors and internal stakeholders to enhance processes and resolve problems.NOTE: This hybrid role can be located in CHICAGO IL or RICHARDSON TX ~ relocation will not be offered; sponsorship is not available.Required Job Qualifications:
Bachelor's degree in Information Technology or MIS or 6+ years of work experience in designing, developing, deploying contact center solutions (Voice, IVR, and Multi-channel)6+ years of configuration management toolsProficient in SQL and ability to write queriesExperience in VXML scripting and IVR development.Experience working with voice-related technologies including TTS & ASR, NLP, NLU, and VoiceXMLExperience with large scale call center environments and deployments.Capability to communicate effectively with technical and non-technical audiences.Ability to lead and give technical direction as well as train and mentor.Demonstrated excellent written and verbal communication skills.Experience with Word, Excel, Presentation, Project, and Visio.Excellent interpersonal skills with the ability to handle challenging situations.A self-starter with the ability to work independently and in a collaborative team environment.Desire for continued technical growthTake ownership of assigned tasks with minimal supervisionWork with various business teams to develop and provide complete solutionsExperience and knowledge of call center metrics and reporting conceptsExperience in CTI integrationsKnowledge of Networks/EXI hosts, VMware, systemsPreferred Job Qualifications:
Experience with Google CCAI and developing flows via Dialog FlowExperience with integration of Cisco WebEx Contact Center with other systems, such as CRM platforms, telephony systems, and analytics toolsExperience with enabling outbound customer interactions in Webex connect via APIs or files based on contextual customer and business actions and eventsUnderstanding of Webex connect and associated ecosystemsExcellent interpersonal and communication skillsHCSC Employment Statement:We are an Equal Opportunity Employment / Affirmative Action employer dedicated to providing an inclusive workplace where the unique differences of our employees are welcomed, respected, and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.Base Pay Range
$88,700.00 - $160,200.00
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The ideal candidate will have experience with Cisco Webex Connect, Cisco Webex Connect Contact Center/Enterprise. They will be responsible for using APIs and SDKs to build applications and workflows that improve end-to-end customer journeys and operational efficiency.Work with stakeholders to convert business requirements into technical solutions as well as deliver these into fully functional applications or workflows that meet the user's needs. Deliver on strategic, technological visions by managing detailed analysis, design, and support for the Contact Center Technology Solutions including upgrades, migrations, and feature implementations. Interact with technology vendors and internal stakeholders to enhance processes and resolve problems.NOTE: This hybrid role can be located in CHICAGO IL or RICHARDSON TX ~ relocation will not be offered; sponsorship is not available.Required Job Qualifications:
Bachelor's degree in Information Technology or MIS or 6+ years of work experience in designing, developing, deploying contact center solutions (Voice, IVR, and Multi-channel)6+ years of configuration management toolsProficient in SQL and ability to write queriesExperience in VXML scripting and IVR development.Experience working with voice-related technologies including TTS & ASR, NLP, NLU, and VoiceXMLExperience with large scale call center environments and deployments.Capability to communicate effectively with technical and non-technical audiences.Ability to lead and give technical direction as well as train and mentor.Demonstrated excellent written and verbal communication skills.Experience with Word, Excel, Presentation, Project, and Visio.Excellent interpersonal skills with the ability to handle challenging situations.A self-starter with the ability to work independently and in a collaborative team environment.Desire for continued technical growthTake ownership of assigned tasks with minimal supervisionWork with various business teams to develop and provide complete solutionsExperience and knowledge of call center metrics and reporting conceptsExperience in CTI integrationsKnowledge of Networks/EXI hosts, VMware, systemsPreferred Job Qualifications:
Experience with Google CCAI and developing flows via Dialog FlowExperience with integration of Cisco WebEx Contact Center with other systems, such as CRM platforms, telephony systems, and analytics toolsExperience with enabling outbound customer interactions in Webex connect via APIs or files based on contextual customer and business actions and eventsUnderstanding of Webex connect and associated ecosystemsExcellent interpersonal and communication skillsHCSC Employment Statement:We are an Equal Opportunity Employment / Affirmative Action employer dedicated to providing an inclusive workplace where the unique differences of our employees are welcomed, respected, and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.Base Pay Range
$88,700.00 - $160,200.00
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