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.

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

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 plansubject to the terms and the conditions of the plan.

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.