Additional Locations:

　　Full Time Remote - Alabama, Full Time Remote - Alabama, Full Time Remote - Arizona, Full Time Remote - Arkansas, Full Time Remote - Colorado, Full Time Remote - Florida, Full Time Remote - Georgia, Full Time Remote - Idaho, Full Time Remote - Indiana, Full Time Remote - Iowa, Full Time Remote - Kansas, Full Time Remote - Kentucky, Full Time Remote - Louisiana, Full Time Remote - Maryland, Full Time Remote - Michigan, Full Time Remote - Mississippi, Full Time Remote - Missouri, Full Time Remote - Ohio, Full Time Remote - Oklahoma, Full Time Remote - Pennsylvania, Full Time Remote - South Carolina, Full Time Remote - South Dakota, Full Time Remote - Tennessee, Full Time Remote - Texas, Full Time Remote - Utah {+ 2 more}

　　Job Description

　　IT is different here. Our work as technology specialists pushes the boundaries of what’s possible in health care. You will build solutions that make a real difference in people’s lives. Driven by the importance of their work, our team members innovate to elevate. We’re encouraged to be curious, collaborate, and turn ideas into solutions that can make health care better for all.

　　We are looking for an experienced Contact Center Principal Infrastructure Design Engineer to join our already skilled team of experts. You will have a passion for technology and apply it to our high-performance culture. We care deeply about the work we do and the impact it has on our customers. You can take pride in knowing your work has a positive effect on the people of North Carolina.

　　You’ll be a trusted member of a high energy, tight-knit, creative team. As one of our valued members of the team you will be responsible for the engineering of various and complex aspects of both physical and cloud hosted Contact Center solutions and supporting infrastructures. Using your experience, you will develop and maintain technical standards and procedures for the IT Infrastructure organization in partnership with the Architects, business leads, vendor service providers and IT solution delivery teams as needed. We need for you to be able to analyze operational data, transform and manage business requirements to establish standards for new designs or modifications to existing equipment, systems, or processes. We will look for you to use your interpersonal skills to partner and consult with varied technical, business, project management staff and IT Leaders. We will look for you to leverage your advanced technical knowledge to design, build, deliver and maintain a variety of complex systems and integration.

　　If you are ready to make a career out of making a difference, then you are the person for this team.

　　What You Will Do

　　Coordinate the planning and development of highly complex engineering designs in support of the implementation of network, compute, telephony, platform, middleware and database solutions.

　　Own and maintain technology currency and capacity planning in support of established SLAs.

　　As cross functional, multi-disciplinary infrastructure Contact Center SME, provide expertise and knowledge in emerging technologies with strategic technology vendors.

　　Provide leadership in software and hardware licensing, financial and capacity activities that plan for the most efficient way to introduce and maintain datacenter technology within the environment.

　　Proactively provide Contact Center strategy and ongoing consultation for IT and Business Leadership areas as well as vendors affected by the BCBSNS Infrastructure and or Contact Center related applications and infrastructures.

　　Lead the detailed Contact Center infrastructure design of larger and/or more complex internal projects collaborating with IT stakeholders, service owners and partners.

　　Provide operational readiness through the engineering, planning, coordination, and delivery of performance and tuning analysis, systems support, incident and problem resolution, software installation, and upgrades.

　　Maintain appropriate standardized guidelines, work procedures and schedules for solution engineering within the data center environment to expedite workflow and ultimately improve efficiencies.

　　Build collaborative relationships with the broader IT, business and architecture community to effectively maintain technical roadmaps and provide input into strategies and standards related to area of specialization.

　　Lead collaboration with vendors on infrastructure designs to ensure the final product is what was architected or designed.

　　Organize and lead new technology briefings with IT and Enterprise leadership at varied leadership forums.

　　Provide direction and assistance to less experienced team members and may oversee or coordinate work efforts as needed.

　　What You Bring

　　Bachelor's degree or advanced degree (where required)

　　8+ years of experience in related field.

　　In lieu of degree, 10+ years of experience in related field Significant experience and expertise in the following technical specialties: network, compute, storage, telephony, platform, middleware, and/or database.

　　Experience automating tasks associated with technical specialties.

　　Experience successfully leading large and/or multi-faceted Contact Center projects and initiatives.

　　Demonstrated leadership skills required.

　　Hiring Preferences:

　　Experience in multiple technical specialties strongly preferred.

　　Working Experience in the following technologies (Contact Center as a Service (CCaaS), CRM Integration, AWS, Call Recording, Networking, Storage, Server Virtualization, Reporting, Private/public, and Salesforce.

　　Significant background in data collection, analysis, and reporting.

　　Proven debugging and high-level technical troubleshooting skills

　　Exceptional oral and written communication and presentation skills

　　Ability to effectively manage multiple priorities with excellent organization and planning skillset.

　　Knowledge of Systems Development Life Cycle Methodologies and process flows.

　　Ability to correlate technical actions to business impact

　　Prior Working Experience with:

　　Genesys Administration – PureEngage Cloud, Pure Cloud and or Premised based WWE

　　Development of Interactive Voice Response Systems (IVR)

　　Implementation of Contact Center Call Routing methods and strategies

　　Screen Capture and Call Recording

　　Work force Management tools and Contact Center staffing models

　　IP Networks and Multiple Connectivity types (MPLS, WAN, LAN, Private Circuit)

　　Desktop Computing

　　Hard Phone and Softphone configuration and design

　　Telecommunications planning and support

　　SIP Telephony

　　It's an exciting time to work at Blue Cross and Blue Shield of North Carolina (Blue Cross NC). Health care is changing, and we're leading the way. We offer more than health insurance our customers can count on. We’re committed to better health and better health care − in our communities and beyond. Our employees bring energy and creativity to the workplace, and it shows in our innovative approach to improving the health and well-being of North Carolinians.

　　Blue Cross NC is a fully taxed, not-for-profit North Carolina company with major operations centers in Durham and Winston-Salem. We employ more than 5,000 people who are passionate about health care, and we serve more than 4.3 million members.

　　Help us lead the charge for better health care by joining our award-winning team. Discover tremendous opportunities with us to do challenging and rewarding work. Opportunities that can lead you to a fulfilling career, work that can help others lead healthier, happier lives.

　　E-Verify

　　Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit E-Verify Overview (https://www.e-verify.gov/employees/e-verify-overview) for English or Visión General de E-Verify (https://www.e-verify.gov/es/empleados/vision-general-de-e-verify) for Español.

　　Third Party Staffing Agencies

　　Blue Cross NC does not accept unsolicited resumes from any source other than directly from candidates. For the protection of all parties involved in the recruiting process, resumes will only be accepted from recruiters/agencies if a signed agreement is in place at the inception of the recruiting effort and authorized for a specific position. Unsolicited resumes sent to Blue Cross NC from recruiters/agencies do not constitute any type of relationship between the recruiter/agency and Blue Cross NC and do not obligate Blue Cross NC to pay fees if we hire from those resumes.