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Contact Center Developer Senior or Advisor (95858)

Company Name:
Anthem
We are one of the nation's leading health benefits companies and a Fortune Top 50 company. We are working together to transform health care with trusted and caring solutions.
Bring your expertise to our innovative culture where you will have the opportunity to make a difference in people's lives, and to take your career further than you can imagine.
Developer Senior or Advisor
/This position may be located at any Anthem, Inc. office location or 100% remote within the United States./
Responsibilities will center on Genesys inbound, outbound and multi-channel contact center solutions for our online and ground-based institutions. The position will be high visibility to the user community and must represent the professional and user dedication that is required from all members of the team. Primary duties may include, but are not limited to:
Provide the LoE and complete estimation task.
Responsible for the design, development, and delivery of production Call Recording systems, and products in a multi-platform and converged environment.
Develop design standards for the Call Recording platform , Genesys enterprise contact center architecture.
Participate in the development of contact center technology strategies that conform to IT enterprise architecture patterns and strategies.
Provide as-built, release, and documentation.
Responsible for a full range of activities, related to development projects, support projects and new implementations in a lead role or as the primary subject matter expert.
Collaborate with business partners and designs contact center solutions that are aligned with business objectives.
Implement and document disaster recovery technology requirements that align with business continuity requirements.
Work with infrastructure engineering on setting up hardware for contact center systems, specially call recording system.
Should familiar with compliance, voice and screen recording standards.
Articulate contact center technology / Call Recording solution, design ideas, engineer solutions and facilitate team collaboration to move forward with proposals and recommendations provided by architecture team.
Please Note: This position may be filled at either level. Manager will determine level, based upon selected applicant's skill set relative to the qualifications of the position.
Developer Sr
Requires BA/BS degree or technical institute training;
3 years experience in a contact center platform (preferably Genesys / Avaya), or any combination of education and experience, which would provide an equivalent background.
Developer Advisor
Requires BA/BS degree or technical institute training;
5 years experience in a contact center platform (preferably Genesys / Verint), or any combination of education and experience, which would provide an equivalent background.
Qualifications for either level
Incumbent should also have the ability to mentor others, lead small projects and provide troubleshooting support.
Professional knowledge and experience in the design, configuration and implementation of , Call Recording system specially Verint, Working knowledge of Genesys 8.x Framework, URS,
Tserver, CCPulse, Stat Server, Genesys HA architecture, Chat and Email Routing.
Knowledge and experience with Avaya ACD (EAS), CMS, Vectoring, Variables deployed on Avaya's Communication Manager Platform is preferred but not required.
Experience developing design standards for the Call Recording systems and Genesys enterprise contact center architecture.
Experience in creating end to end Voice design diagrams and documentation.
Articulate in written and spoken design and implementation of contact center infrastructure and application based solutions.
5 years of experience with installation/configuration and/or development of Verint call recording or Genesys CTI platform.
Knowledge and experience Verint Speech analytics will be plus.
Technical experience with Contact Centers, Call Recording systems, IP Telephony, Verizon Network Manager, and Applications Management, especially Genesys and Verint.
Anthem, Inc. is ranked as one of America's Most Admired Companies among health insurers by Fortune magazine, and is a 2013 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company please visit us . EOE. M/F/Disability/Veteran.
Job Information Technology
Title: Contact Center Developer Senior or Advisor (95858)
Location: AZ-Scottsdate
Requisition ID: 95858

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