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Software Developer II​/III ​/Call Center Communications Platform

Job in Buffalo - Erie County - NY New York - USA , 14202
Company: Excellus BlueCross BlueShield
Contract position
Listed on 2021-02-09
Job specializations:
  • IT/Tech
    Unix, Senior Developer, Perl
  • Software Development
    Unix, Senior Developer, Perl
Job Description & How to Apply Below
Position:  Software Developer II/III - 004337 (Call Center Communications Platform)
The Lifetime Healthcare Companies aim to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.

Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.

OUR COMPANY CULTURE:

Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Summary:

This software development role for the IT Customer Care team primarily manages the Genesys PureConnect call center communications platform. The platform provides multiple communication avenues (i.e. voice, email, and chat), IVR (Interactive Voice Response), customizable call routing & queueing, workforce management, monitoring, and reporting functions necessary for call center operations.

In close collaboration with our Business partners, we manage tactical changes to support operational needs and investigate strategic opportunities to drive efficiencies and improve the caller & agent experiences. We encourage innovation and creativity to align the call center with Excellus' mission.

General Overview: The Software Developer is responsible for utilizing agile development methodologies to analyze, develop, and test system solutions in response to business requirements. Incumbents are expected to understand user stories, identify appropriate designs, code to the design specifications, and complete appropriate unit testing to ensure a quality solution delivery.

Essential Responsibilities/Accountabilities:

All Levels:

Level I (Associate):

* Develops code; analyzes, researches, and resolves system issues.
* Responsible for small user stories encompassing limited feature development and service requests - with impacts largely limited to a single application or system.


* Articulates obstacles.
* Creates and maintains application documentation.
* Participates in design reviews and code reviews.
* Maintains level of urgency towards timelines and results.
* Participates in on-call production support rotation.
* Supports and follows all documented IT processes and standards.
* Attends daily standups.
* Communicates and works with team members/Business to understand requirements and identify application impacts.
* Creates individual work plans, specifications and programs with guidance utilizing development procedures and standards.
* Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.


* Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
* Regular and reliable attendance is expected and required.
* Performs other functions as assigned by management.

Level II (Mid-Level) (in addition to Level I essential responsibilities/accountabilities):

* Develops code; analyzes, researches, and resolves system issues.


* Responsible for small-to-medium user stories encompassing feature development and service requests - with some impacts to more than one application or system.


* Participates in strategic discussion and decision-making when called upon to do so.


* Provides limited mentorship to Associate Developers.


* Provides input to creation of Organizational Standards.



Level III (Senior) (in addition to Level II essential responsibilities/accountabilities):

* Develops code; analyzes, researches, and resolves system issues.


* Responsible for medium-to-complex user stories encompassing complex feature development and service requests - with broad impacts to more than one application or system.


* Identifies process and technical deficiencies and offers solutions to resolve.


* Provides mentorship to Associate and Mid-Level Developers; provides limited mentorship to other Senior Developers in their technical area(s) of expertise.


* Identifies best practices and participates in creation of Organizational Standards.



Level IV (Principal (in addition to Level III essential responsibilities/accountabilities):

* Develops code; analyzes, researches, and resolves system issues.


* Responsible for complex user stories encompassing complex feature development with broad impacts to a portfolio of applications and/or systems.


* Assists with software and system design and architecture within the assigned portfolio.


* Identifies process and technical deficiencies and offers solutions to resolve.


* Develops strategies to mitigate risk and translates those strategies into specific action plans.


* Provides mentorship to all technical staff at all levels in their technical area(s) of expertise.


* Identifies best practices and drives creation of Organizational Standards.



Minimum Qualifications:

NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.

All Levels:

Level I (Associate):

* Bachelor's degree in Computer Science, Information Technology, or relevant field (or four additional years of work experience in lieu of bachelor's).


* Related work experience (e.g. co-ops and/or internships) preferred.


* Demonstrated ability to effectively communicate and partner with team members and direct leadership to understand user stories and identify application and system impacts.


* Demonstrated strong problem-solving skills.


* Knowledge and familiarity with Agile development methodologies.


* Knowledge and familiarity with testing techniques (e.g. unit and system).



Level II (Mid-Level) (in addition to Level I minimum qualifications):

* 1 to 4 years of applicable experience preferred.


* Demonstrated ability to effectively communicate and partner with team members, direct leadership, and some business partners to understand user stories and identify application and system impacts.


* Demonstrated ability to perform the Responsibilities and Accountabilities of this role level.



Level III (Senior) (in addition to Level II minimum qualifications):

* 4 to 8 years of applicable experience preferred.


* Demonstrated ability to effectively communicate and partner with team members, all levels of IT leadership, and all levels of business stakeholder to understand user stories and identify application and system impacts.


* Demonstrated ability to perform the Responsibilities and Accountabilities of this role level.



Level IV (Principal) (in addition to Level III minimum qualifications):

* 8 or more years of applicable experience preferred.


* Demonstrated ability to effectively communicate and partner with team members, all levels of IT leadership, and all levels of business stakeholder to understand user stories and identify enterprise-wide application and system impacts.


* Demonstrated subject matter expertise in two or more technologies leveraged by the organization.


* Demonstrated ability to perform the Responsibilities and Accountabilities of this role level.



Physical Requirements:

* May require travel across regions.
Position Requirements
Less than 1 Year work experience
 
 
 
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