Consultant III – CCSA Production Support

*** PLEASE NOTE, THE SALARY RANGE LISTED IS FOR THE COLORADO REGION***

Preference for candidates based in Denver, CO or Duluth, GA. For candidates located outside of these states, compensation may vary based on the applicable market region and local compensation guidelines.

Consultant III (CCSA Production Support)

This role supports the stability, reliability, and efficiency of Kaiser Permanente's Contact Center operations by providing production support for the applications used by the Member Service Contact Center (MSCC), including the HP CHATS platform. The Consultant III serves as a subject matter expert responsible for analyzing complex operational issues, managing configuration changes, and ensuring system updates align with business workflows and operational requirements.

The role partners closely with business stakeholders, IT teams, and vendors to maintain consistent system performance and enable efficient workflows that contribute to a high-quality member experience.

The Consultant III also leads root‑cause analysis and resolution planning for production incidents, working collaboratively with Application Services, IT, telephony teams, and external partners to restore service quickly and prevent recurrence. In addition, the role develops and maintains support documentation, job aids, and interim workarounds that assist frontline agents and operational teams. This work helps improve issue resolution, strengthen operational consistency, and support overall contact center efficiency.

Serves as part of a consulting team to ensure the alignment, buy‑in, and coordination of diverse stakeholders to drive the implementation of successful business initiatives and projects. Provides insight and supports the development and implementation of business initiatives, systems, and/or processes to a desired future state. Supports strategic planning and organizational alignment and prioritization of business initiatives. Manages moderately complex projects or project components, participates in change management activities, and performs data analyses in support of business initiatives.

Supports vendor management as required. Monitors compliance of work activities by ensuring business plans and team members adhere to relevant policies and procedures.

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self‑development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work;
  
  helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up‑to‑date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross‑functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
• Serves as part of a consultant team to ensure the alignment, buy‑in, and coordination of diverse stakeholders to drive the implementation of successful business initiatives and projects within a functional track or workstream by identifying and ensuring representation and inclusion of appropriate stakeholders; building rapport and partnerships with stakeholder teams, third‑party vendors, and senior management; working with stakeholders to develop goals and set the prioritization of deliverables;
  
  identifying and escalating tough stakeholder issues while maintaining an independent perspective; preparing presentations and reports; and leading or…