Senior Enterprise Voice, Contact Center Technology

This is a fully remote position, open to applicants in Louisiana.

📋 Description

• Design, engineer, implement, manage, and enhance enterprise voice, contact center, and communication technology solutions.

• Oversee the technical design and execution of intricate platform improvements, integrations, and service enhancements.

• Create technical designs, implementation strategies, standards, and support practices.

• Assess, test, recommend, and deploy new technologies, service enhancements, and AI-driven solutions.

• Direct complex troubleshooting, root-cause analysis, and service recovery for essential communication services.

• Establish and maintain integrations among communication platforms, business applications, cloud services, and enterprise systems.

• Create and implement automation solutions, scripts, utilities, workflows, APIs, and lightweight applications.

• Monitor platform health, performance, availability, capacity, and security.

• Lead or significantly contribute to upgrades, migrations, modernization, and technology transformation projects.

• Generate technical documentation, operational procedures, design standards, and knowledge-sharing materials.

• Offer technical mentoring, coaching, and knowledge transfer to engineers and support teams.

• Assist in resiliency planning, disaster recovery preparedness, and continuity testing.

• Suggest process enhancements, operational efficiencies, engineering best practices, and long-term service improvements.

• Perform other job-related responsibilities as assigned.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related discipline is required, or an equivalent combination of education and experience.

• Four years of relevant experience may replace the requirement for a bachelor's degree.

• Five or more years of progressively responsible experience in designing, implementing, supporting, and optimizing enterprise communications environments.

• Familiarity with enterprise voice, collaboration, contact center, or customer interaction technologies.

• Experience in communication system engineering, solution design, service configuration, and cloud or hybrid communication services.

• Knowledge of call routing, call flows, communication policies, real-time communication technologies, and supporting protocols.

• Proficiency in monitoring, observability, operational analytics, performance tuning, capacity management, and technical troubleshooting.

• Background in telecommunications, networking, server, infrastructure, security, identity, resiliency, business continuity, and disaster recovery technologies.

• Experience with platform integrations, enterprise application connectivity, APIs, data exchange, scripting, workflow automation, and lightweight application support.

• Evidence of technical project leadership, solution delivery, and assessment of emerging technologies, including AI-driven capabilities.

• Advanced understanding of enterprise voice, contact center, collaboration, and communication technologies.

• Strong grasp of telecommunications, networking, infrastructure, security, cloud computing, software development principles, application architecture, APIs, web services, and data exchange technologies.

• Expertise in troubleshooting complex cross-functional issues involving communication platforms, applications, infrastructure, networks, integrations, and cloud services.

• Experience in developing integrations, automation solutions, workflows, scripts, APIs, custom tooling, and lightweight applications.

• Ability to analyze system performance, availability, reliability, capacity, utilization, and operational metrics.

• Understanding of AI, generative AI, and large language model concepts, including use cases, limitations, and security considerations.

• Capability to develop technical standards, engineering documentation, design specifications, and operational procedures.

• Skills in technical leadership, mentorship, and knowledge transfer.

• Strong analytical, problem-solving, critical-thinking, and decision-making capabilities.

• Excellent verbal, written, and presentation skills.

• Strong stakeholder relationship management and service orientation.

• Must be authorized to work for Louisiana Blue in the United States without employer-sponsored immigration support.

• Successful background and pre-employment drug screening required.

🏝️ Benefits

• Resources to promote well-being and health.

• Opportunities for learning and professional development.

• Skills enhancement and career advancement.

• Chances to contribute to local communities.

• Smoke- and tobacco-free workplace.

• Reasonable accommodations for individuals with disabilities.

• Background and pre-employment drug screening.

• Drug-free workplace.