Call Center Technologist

To change the future of health care in California, Blue Shield needs people who believe in the possibilities and are willing to work to make them real. Is this you?

Administer Avaya EAS ACD vectoring, CentreVu Supervisor, Intervoice IVRs, and various other call center technologies such as WFM, CTI, and Call Recording.

Assignments span supporting all lines of business such as Sales, HR, Customer Care, and Tech Support.

Besides operational work, the job requires consultative input to aid the business units in optimizing their technology solutions.

Designing and supporting Avaya ACD programming, CMS report development, and ACD configurations.

Knowledge and experience designing, coding, and implementing advanced call routing strategies.

Report development and experience with CentreVu Supervisor.

Knowledge of telecommunications network infrastructure including T1, Trunking, VOIP, and other advanced network services.

Knowledge and experience managing, ordering, and implementing Toll Free service with advanced features.

Administering advanced routing functions through AT&T's Route It.

Standardize, document, and streamline call routing.

Aide in the design, implementation, and testing of multi-site call center solutions.

Develop and maintain call routing documentation that outlines call flow configurations.

Work closely with business units to determine call routing requirements for new initiatives and changes to existing process.

Manage load balancing and call allocations across call center enterprise.

Monitor call volumes and trunking for anomalies.

Training employees in the use of call center reporting and administration tools.

Monitoring systems to ensure optimal performance.

Coordinating Help Desk trouble reporting and resolution.

Working with vendors to resolve any issues.

Keeping abreast of new technologies and their impact on business process.

Extensive experience with implementation of computer telephony solutions.

Works within guideline, technological strategic goals, and other IT policies and procedures.

5 years experience programming Avaya G3/S8700.

Experience with AT&T advanced routing features.

Strong analytical skills.

Demonstrated experience managing multiple telecommunications projects.

May require relocation of job function to Lodi in the future.

Some travel required to other Blue Shield locations.

May require on-call rotation to support Telecom services 24 x 7.

Bachelor's degree in Information Systems related field

At least five years of related experience, or equivalent combination of education and experience

Effective written and verbal communication skills