Blue Cross and Blue Shield of Minnesota · 1 day ago
Senior Operations Telephony Engineer
Eagan, MN
Full-time
Hybrid
Senior Level
$91K/yr - $150K/yr
5+ years expBlue Cross and Blue Shield of Minnesota is committed to transforming healthcare and is seeking a Senior Operations Telephony Engineer. In this role, you will represent Customer Service Operations on all telephony-related items, focusing on call delivery systems and IVR development, while collaborating with IT and other teams to enhance performance and efficiency.
Insurance
Responsibilities
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
Qualification
Required
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 authorization to work in the U.S
Preferred
Bachelor's degree
Knowledge of managed care and health care claims
Business analyst experience or proven experience in working with customers across the enterprise to understand business questions and to develop reporting and analytical solutions in support of those question
Benefits
Medical, dental, and vision insurance
Life insurance
401k
Paid Time Off (PTO)
Volunteer Paid Time Off (VPTO)
And more
Company
Blue Cross and Blue Shield of Minnesota
About Blue Cross Blue Cross and Blue Shield of Minnesota is a taxable, nonprofit organization with a mission to make a healthy difference in people’s lives.
1001-5000 employees
H1B Sponsorship
Blue Cross and Blue Shield of Minnesota has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (4)
2024 (4)
2023 (6)
2022 (2)
2021 (3)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Carrie S. Lawrence
Executive Administrator to the President & CEO and Chief of Staff
Patsy Riley
Chief Goverment Officer and Senior Vice President and CEO, ClearStone Solutions
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