Lead Technical Business Consultant

at Health Care Service Corporation in Mattoon, Illinois, United States

Job Description

At HCSC, we consider our employees the cornerstone of our business and the foundation to our success. We enable employees to craft their career with curated development plans that set their learning path to a rewarding and fulfilling career.

Come join us and be part of a purpose driven company who is invested in your future!
Job Summary
Job Purpose:
The position is responsible for delivering call routing, IVR, multi-channel solutions. Work with stakeholders to convert business requirements into technical solutions as well as deliver these into a fully functional application or flow that meets the user's needs. Deliver on strategic, technological visions by managing detailed analysis, design, and building out work flows to support the Contact Center Technology Platform Solutions team. Interact with technology vendors, internal stake holders to enhance processes and resolve problems.

NOTE:This hybrid role can be located in CHICAGO IL or RICHARDSON TX ~ relocation will not be offered; sponsorship is not available.
Required Job Qualifications:
Bachelor's degree in Information Technology or MIS or 6+ years of work experience in designing, developing, deploying contact center solutions (Voice, IVR, and Multi-channel)
6+ years of configuration management tools
Proficient in SQL and ability to write queries
Experience in VXML scripting and IVR development.
Experience working with voice-related technologies including TTS & ASR, NLP,NLU, and VoiceXML
Experience with large scale call center environments and deployments.
Capability to communicate effectively with technical and non-technical audiences.
Ability to lead and give technical direction as well as train and mentor.
Demonstrated excellent written and verbal communication skills.
Experience with Word, Excel, Presentation, Project, and Visio.
Excellent interpersonal skills with the ability to handle challenging situations.
A self-starter with the ability to work independently and in a collaborative team environment.
Desire for continued technical growth
Take ownership of assigned tasks with minimal supervision
Work with various business teams to develop and provide complete solutions
Experience and knowledge of call center metrics and reporting concepts
Experience in CTI integrations
Knowledge of Networks/EXI hosts, VMware, systems

Preferred Job Qualifications:
Contact center technology certifications
IVR design and development in Cisco UCCE/CVP environment
Knowledge of Java, Java Script, webservices and APIS
Knowledge of Route IT
Working knowledge of UCM
Working knowledge and understanding of call center reporting
Willingness to work on call support operations on a rotational basis

Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

HCSC Employment Statement:

HCSC is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants. We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Drug screening and background investigation are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.