Blue Cross Blue Shield
posted 4 months ago
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. As a trusted member of a high energy, tight-knit, creative 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. Additionally, you will 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. You will lead the detailed Contact Center infrastructure design of larger and/or more complex internal projects collaborating with IT stakeholders, service owners, and partners. Your responsibilities will also include providing operational readiness through the engineering, planning, coordination, and delivery of performance and tuning analysis, systems support, incident and problem resolution, software installation, and upgrades. You will maintain appropriate standardized guidelines, work procedures, and schedules for solution engineering within the data center environment to expedite workflow and ultimately improve efficiencies. Building collaborative relationships with the broader IT, business, and architecture community will be essential to effectively maintain technical roadmaps and provide input into strategies and standards related to your area of specialization. You will 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, and provide direction and assistance to less experienced team members, overseeing or coordinating work efforts as needed.