Sr Business Systems Analyst

$75,900 - $136,600/Yr

Blue Cross Blue Shield

Full-time

Insurance Carriers and Related Activities

About the position

We are looking for an experienced Contact Center Sr. Business System Analyst to join our already skilled team of experts. You will have a passion for technology and apply it to our high-performance culture. We care deeply about the work we do and the impact it has on our customers. You can take pride in knowing your work has a positive effect on the people of North Carolina. You'll be a trusted member of a high energy, tight-knit, creative team. As one of our valued members of the team you will be responsible for the engineering of various and complex aspects of both physical and cloud hosted Contact Center solutions and supporting infrastructures. Using your experience, you will develop and maintain technical standards and procedures for the IT Infrastructure organization in partnership with the Architects, business leads, vendor service providers and IT solution delivery teams as needed. We need for you to be able to analyze operational data, transform and manage business requirements to establish standards for new designs or modifications to existing equipment, systems, or processes. We will look for you to use your interpersonal skills to partner and consult with varied technical, business, project management staff and IT Leaders. We will look for you to leverage your advanced technical knowledge to design, build, deliver and maintain a variety of complex systems and integration. In this role, you will coordinate the planning and development of highly complex engineering designs in support of the implementation of network, compute, telephony, platform, middleware and database solutions. You will own and maintain technology currency and capacity planning in support of established SLAs. As a cross functional, multi-disciplinary infrastructure Contact Center SME, you will provide expertise and knowledge in emerging technologies with strategic technology vendors. You will also provide leadership in software and hardware licensing, financial and capacity activities that plan for the most efficient way to introduce and maintain datacenter technology within the environment. Proactively providing Contact Center strategy and ongoing consultation for IT and Business Leadership areas as well as vendors affected by the BCBSNS Infrastructure and or Contact Center related applications and infrastructures will be key to your success.

Responsibilities

• Coordinate the planning and development of highly complex engineering designs in support of the implementation of network, compute, telephony, platform, middleware and database solutions.
• Own and maintain technology currency and capacity planning in support of established SLAs.
• Provide expertise and knowledge in emerging technologies with strategic technology vendors as a cross functional, multi-disciplinary infrastructure Contact Center SME.
• Provide leadership in software and hardware licensing, financial and capacity activities that plan for the most efficient way to introduce and maintain datacenter technology within the environment.
• Proactively provide Contact Center strategy and ongoing consultation for IT and Business Leadership areas as well as vendors affected by the BCBSNS Infrastructure and or Contact Center related applications and infrastructures.
• Lead the detailed Contact Center infrastructure design of larger and/or more complex internal projects collaborating with IT stakeholders, service owners and partners.
• Provide operational readiness through the engineering, planning, coordination, and delivery of performance and tuning analysis, systems support, incident and problem resolution, software installation, and upgrades.
• Maintain appropriate standardized guidelines, work procedures and schedules for solution engineering within the data center environment to expedite workflow and ultimately improve efficiencies.
• Build collaborative relationships with the broader IT, business and architecture community to effectively maintain technical roadmaps and provide input into strategies and standards related to area of specialization.
• Lead collaboration with vendors on infrastructure designs to ensure the final product is what was architected or designed.
• Organize and lead new technology briefings with IT and Enterprise leadership at varied leadership forums.
• Provide direction and assistance to less experienced team members and may oversee or coordinate work efforts as needed.

Requirements

• Bachelor's degree or advanced degree (where required).
• 8+ years of experience in related field.
• In lieu of degree, 10+ years of experience in related field.
• Significant experience and expertise in the following technical specialties: network, compute, storage, telephony, platform, middleware, and/or database.
• Experience automating tasks associated with technical specialties.
• Experience successfully leading large and/or multi-faceted Contact Center projects and initiatives.

Nice-to-haves

• Experience in multiple technical specialties strongly preferred.
• Working Experience in the following technologies (Contact Center as a Service (CCaaS), CRM Integration, Genesys, AWS, Call Recording, Storage, Reporting, Private/public carrier services).
• Proven debugging and high-level technical troubleshooting skills.
• Exceptional oral and written communication and presentation skills.
• Ability to effectively manage multiple priorities with excellent organization and planning skillset.
• Knowledge of Systems Development Life Cycle Methodologies and process flows.
• Ability to correlate technical actions to business impact.
• Prior Working Experience with Genesys Administration - Pure Cloud and or Premised based WWE.
• Development of Interactive Voice Response Systems (IVR).
• Implementation of Contact Center Call Routing methods and strategies.
• Screen Capture and Call Recording.
• Work force Management tools and Contact Center staffing models.
• Desktop Computing.
• Softphone configuration and design.
• Telecommunications planning and support.
• SIP Telephony.