About Blue Cross and Blue Shield of Minnesota

At Blue Cross and Blue Shield of Minnesota we are committed to paving the way for everyone to achieve their healthiest life. We are looking for dedicated and motivated individuals who share our vision of transforming healthcare. As a Blue Cross associate you are joining a culture that is built on values of succeeding together finding a better way and doing the right thing. If you are ready to make a difference join us.

The Impact You Will Have

As a Senior Operations Telephony Engineer you will be representing Customer Service Operations on all telephony-related items. This will require technical understanding of call delivery systems (Nice) as well as technical knowledge of IVR development and support. This position will monitor call delivery performance IVR Self Service Results abandon rates and overall efficiency in routing calls to ensure calls are routed correctly. The incumbent works both independently and with teams across the organization to plan initiate and occasionally lead analysis from conceptual development through the programming stage and to implementation.

Your 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-InContacts contact center technology. Where necessary work with the CXone team for follow-up and prompt resolution.

• Other duties as assigned.

Required Skills and Experience

• 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 Skills and Experience

• Bachelors 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

Role Designation

Anchored in Connection

Our hybrid approach is designed to balance flexibility with meaningful in-person connection and collaboration. We come together in the office two days each week most teams designate at least one anchor day to ensure team interaction. These in-person moments foster relationships creativity and alignment. The rest of the week you are empowered to work remote.

Compensation and Benefits

Pay is based on several factors which vary based on position including skills ability and knowledge the selected individual is bringing to the specific job.

We offer a comprehensive benefits package which may include:

• Medical dental and vision insurance

• Life insurance

• 401k

• Paid Time Off (PTO)

• Volunteer Paid Time Off (VPTO)

• And more

To discover more about what we have to offer please review our benefits page.

Equal Employment Opportunity Statement

At Blue Cross and Blue Shield of Minnesota we are committed to paving the way for everyone to achieve their healthiest life. Blue Cross of Minnesota is an Equal Opportunity Employer and maintains an Affirmative Action plan as required by Minnesota law applicable to state contractors. All qualified applications will receive consideration for employment without regard to and will not be discriminated against based on any legally protected characteristic.

Individuals with a disability who need a reasonable accommodation in order to apply please contact us at:

Blue Cross and Blue Shield of Minnesota and Blue Plus are nonprofit independent licensees of the Blue Cross and Blue Shield Association.