Manager, Voice Services

Capital Blue Cross•Harrisburg, PA

4d•Onsite

About The Position

This role is responsible for overseeing the design, planning, implementation, and management of Capital’s voice infrastructure and associated communications facilities, including integrated voice systems, Automated Call Distribution (ACD) systems, Contact Center as a Service (CCaaS) voice/screen recording systems, quality and workforce management tools, interactive voice response scripting (IVR) and customer experiences as well as fixed endpoint device technology. The role will lead strategic planning for voice services, manage vendor relationships, optimize resources, and align solutions with organizational goals. Additionally, this position will provide technical leadership, budget oversight, and collaborate with IT and business stakeholders to deliver scalable, cost-effective voice solutions that enhance user experience and operational efficiency.

Requirements

Communication: Technical, analytical and interpersonal skills required to support delivery success. Converts technical detail into crisp narratives for executives and frontline leaders
Execution Excellence: Simplifies complexity, standardizes, documents, and automates relentlessly to support CI/CD methodology.
Project Management: Knowledge of agile methodology and tools used in determining and satisfying the needs of the customer. Must be a trusted advisor to enterprise business partners. Ability to plan and manage the implementation of enterprise-wide projects by working with various areas of the company (both technical and business).
Data Driven: Establishes baselines, sets targets and uses experimentation to improve outcomes. Demonstrates value through achieved business case benefits.
Relationship Leadership: Trusted advisor to Health Plan Ops and other business areas that consume services.
Agility: Ability to adjust to changing requirements and priorities and to perform assigned tasks with a minimal amount of direct supervision.
Technical Product Owner Approach: Balances desirability, feasibility, viability; prioritizes work by measurable value
Core Telephony: Working knowledge of SIP, VoIP, SBCs, QoS, CCaaS and Security related tools.
Platform Expertise: Deep hands‑on knowledge of NICE CXone (ACD/IVR/Studio, Recording/QM, IEX WFM, analytics; exposure to Enlighten/AI features such as AutoSummary).
Integrations: Practical experience with CXone + Salesforce (Agent Embedded), REST/JSON APIs, event/webhook patterns, and data memorialization.
Operations: Strong ITSM fundamentals (incident/problem/change), environment management, release governance, and vendor/SaaS lifecycle management.
IVR Engineering: Demonstrated design and scripting in NICE Studio (or equivalent), including secure data dips, journey orchestration, error handling, and reporting.
Compliance & Security: Working knowledge of HIPAA, PHI handling, encryption, retention, and audit requirements in healthcare contact centers.
Leadership: Track record building and leading high‑performing technical teams and influencing non‑technical stakeholders with clear narratives and business cases.
5 years progressive Information Technology work experience.
Minimum 5 years in enterprise contact center technologies including owning or leading a modern CCaaS platform; proven delivery of automations/self‑service that produced positive and documented ROI.
Prior staff, team lead or project lead experience in a demanding contact center environment.
A Bachelor's Degree in Computer Science, Management Information Systems or additional 4 years of related work experience.

Nice To Haves

Prefer a minimum of one year experience in the health care industry with knowledge of Capital’s products and services.

Responsibilities

Strategy & Product Ownership: Define and track improvements to customer experience and KPIs and publish transparent reporting/dashboard for stakeholders. Partner with business stakeholders to align strategies and priorities and deliver according to business needs. Act as an advisor on CCaaS tooling to all stakeholders providing best in class recommendations, implementations and customer experiences. Manager all vendor relationships including financial and contractual components. Lead technical recommendations and integrations across enterprise to enable efficient and accurate solutions.
Platform Leadership (NICE CXone): Serve as the internal subject‑matter authority on NICE CXone capabilities (ACD/IVR, Digital, WEM/IEX, Recording/QM, analytics, AI features such as AutoSummary) and licensing models; drive adoption and optimization across all lines of business. Oversee environment architecture, configuration standards, release/change management, and platform health (availability, capacity/ports, utilization, storage). Establish and enforce CCaaS governance, tenant hygiene, role‑based access, and auditability aligned to HIPAA and enterprise security policies.
IVR & Experience Design: Own end‑to‑end IVR strategy, conversation design, and Studio scripting standards; champion journeys that minimize effort, authenticate securely, and resolve or route with high accuracy.
Implement data‑driven tuning (DTMF/NLU menus, containment, handle time) and A/B testing to improve task completion and reduce transfers/abandons.
Operations, Support & Service Excellence: Run day‑to‑day CCaaS operations with strong incident, problem, and change practices; drive MTTR reduction and “first‑time‑right” implementations. Define and track platform and experience KPIs (see “Success Metrics”) and publish transparent dashboards for stakeholders. Partner with business areas to align staffing, skills, and routing strategies; coordinate with Quality/Training to close experience gaps.
Leadership & Team Development: Lead, coach, and develop a small, high‑impact team of CCaaS/IVR engineers and analysts; promote engineering rigor, documentation, and a culture of learning. Foster cross‑functional collaboration across the organization and enterprise platforms to deliver end‑to‑end outcomes.