Senior Operations Telephony Engineer

About Blue Cross and Blue Shield of Minnesota

At Blue Cross and Blue Shield of Minnesota, we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate, you are joining a culture that is built on values of succeeding together, finding a better way, and doing the right thing.

If you are ready to make a difference, join us.

As a Senior Operations Telephony Engineer, you will be representing Customer Service Operations on all telephony-related items. This will require technical understanding of call delivery systems (Nice), as well as technical knowledge of IVR development and support. This position will monitor call delivery performance, IVR Self Service Results, abandon rates and overall efficiency in routing calls to ensure calls are routed correctly.

The incumbent works both independently and with teams across the organization to plan, initiate and occasionally lead analysis from conceptual development, through the programming stage and to implementation.

• Responsible to partner with IT on continued improvement of IVR performance in steady state as well as future state.
• Bring forward and assist in the creating, maintaining, and updating CXone IVR scripts/code using CXone Studio.
• Partner on Operations requirements for CXone to include configuring agents, skills, hours of operations, reporting, call flows, routing, integration, and other services on the vendor platform.
• Support the integration of CXone technology including screen-pops and omnichannel routing of voice, email and chat, SMS via web services.
• Assist with implementation of NICE CXone advanced services (i.e., Salesforce or other CRM integration, Chat, IVR etc.).
• Vast understanding of Contact Center Operations including inbound voice (tollfree networks/SIP/IVR/ACD), digital channels including email/chat/SMS/ reporting, workforce management, contact center reporting, and analytics, leveraging APIs and integrations across the enterprise.
• Create IVR business requirements and work with IVR Developers to build, test new IVR.
• Bring forward business requirements to improve Customer Service IVR performance.
• Continue to monitor Self Service results in the IVR and look for ways to improve Self Service outcomes.
• Determining third party or customer system (customer CRM, databases, service platforms) integration requirements and building integration services (API, URL calls, etc.).
• Trouble‑shooting problems during the configuration or go-live stages of customer implementations.
• Manage IVR production trouble tickets by investigating root causes and working with IT to resolution.
• Manage #800 numbers and their association with clients.
• Work with call recording storage vendor and locate calls as needed by the business.
• Administration & implementation tasks are partnered with our contact center team for implementing our NICE / CXone solution. This includes the configuration, management, and enhancement of the system.
• Analyzes, diagnoses, and resolves application problems related to NICE‑InContact's contact center technology. Where necessary, work with the CXone team for follow‑up and prompt resolution.
• Other duties as assigned.

• 5+ years of related professional experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
• Proven experience in working with customers across the enterprise to understand business questions and to develop reporting and analytical solutions in.
• Demonstrated ability to design, evaluate and interpret complex data sets.
• Strong analytic and problem‑solving skills.
• Demonstrated ability to present complex technical information to non‑technical audiences and executives.
• Demonstrated ability to work independently and in a team setting with individuals having diverse professional backgrounds including business, technical and /or clinical.
• Proficiency in Microsoft software applications such as Word, Powerpoint, Excel, Access.
• High school diploma (or equivalency) and legal…