Senior Enterprise Voice & Contact Center Technology

Blue Cross and Blue Shield of Louisiana • Remote-LA, LA

5d • Onsite

About The Position

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.

Requirements

• 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.
• 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.
• 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.
• 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.
• 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.

Nice To Haves

• 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

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior