Lead Technical Business Consultant - IVR Developer

At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers. Join HCSC and be part of a purpose-driven company that will invest in your professional development. Job Summary The position is responsible for developing, integrating, testing, maintaining existing and new applications specific to Cisco Unified Contact Center Enterprise, and Cisco Voice Portal. Delivering complex self-service IVR/call routing solutions across multi-channel solutions. Convert business requirements into technical solutions as well as deliver these into fully functional applications or flows that meets user needs. Support the Contact Center Technology teams. Interact with technology vendors, support platform and integrations, engage with 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: Experience with Google CCAI and developing flows via Dialog Flow Experience with integration of Cisco WebEx Contact Center with other systems, such as CRM platforms, telephony systems, and analytics tools Experience with enabling outbound customer interactions in Webex connect via APIS or files based on contextual customer and business actions and events Understanding of Webex connect and associated echo systems Excellent interpersonal and communication skills #LI-ES1 #LI-Hybrid #INCR Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process! Pay Transparency Statement: At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for employees. Learn more about our benefit offerings by visiting https://careers.hcsc.com/totalrewards. The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan. HCSC Employment Statement: We are an Equal Opportunity Employment / Affirmative Action employer dedicated to providing an inclusive workplace where the unique differences of our employees are welcomed, respected, and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics. Base Pay Range $90,900.00 - $164,200.00 Join our talent community and receive the latest HCSC news, content, and be first in line for new job opportunities. Join our Talent Community. For more than 80 years, HCSC has been dedicated to expanding access to high-quality, cost-effective health care and equipping our members with information and tools to make the best health care decisions for themselves and their families. As an industry leader, HCSC also has been helping to make the health care system work better for all Americans. To remain a leader, we offer compelling careers that encourage resourcefulness, strategic thought and empower you to make a difference in the lives of our members and their communities. Today, with the industry at an important crossroad, HCSC is reimagining health care and looking for original thinkers who aren’t afraid to make innovative contributions. We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Learn more about HCSC, our commitment to our members and the opportunity you’ll have to improve health care delivery in an open, collaborative environment. HCSC is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants. If you are an individual with a disability or a disabled veteran and need an accommodation or assistance in either using the Careers website or completing the application process, you can call us at 1-866-977-7378 to request reasonable accommodations. Please note that only requests for accommodations in the application process will be returned. All applications, including resumes, must be submitted through HCSC's Career website on-line application process. If you have general questions regarding the status of an existing application, navigate to "candidate home" to view your job submissions. 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Salary : $90,900 - $164,200