The Senior Technology Leadership Professional is responsible for all aspects of software or hardware product delivery and performance. The Senior Technology Leadership Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.
The Senior Technology Leadership Professional works with design engineering and test team to drive products from design completion to volume production release. Performs various engineering tests to verify and validate product designs. Supports product evaluation and qualification on leading edge technology components. Ensures that production schedules are followed and product(s) meet specifications and quality requirements. Interacts with product engineering, quality, manufacturing and marketing teams to analyze and provide technical support to help resolve customers' product related problems/issues. Begins to influence department’s strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments.
This role will serve as one of the primary administrators and subject matter expert for Genesys access management, owning user provisioning, deprovisioning, role management, and access governance across multiple Genesys organizations and business units.
Use your skills to make an impact
Required Qualifications
Progressive experience in technology operations, contact center technology, telecommunications, voice engineering, platform administration, access management, or enterprise technology support.
3+ years of experience in Genesys
- Experience supporting or leading operational processes for enterprise contact center platforms such as Genesys Cloud, Five9, NICE, Cisco, Avaya, Amazon Connect, or similar technologies.
- Experience with access management concepts, including role-based access control, least-privilege access, user provisioning, access changes, terminations, approval workflows, and audit readiness.
- Demonstrated ability to lead intake, triage, prioritization, tracking, escalation, and resolution of technology service requests.
- Experience partnering with cross-functional stakeholders, including business operations, technology teams, identity and access management, cybersecurity, vendors, and platform support teams.
- Strong understanding of contact center operations, including agents, supervisors, queues, skills, routing, quality management, reporting, and operational readiness.
- Demonstrated ability to improve processes, reduce rework, standardize procedures, and support service delivery performance.
- Strong analytical, problem-solving, organizational, and decision-making skills.
- Excellent written and verbal communication skills, including the ability to communicate complex technology topics to business and technical audiences.
Preferred Qualifications
- Experience with Genesys Cloud CX administration, access provisioning, roles and permissions, divisions, queues, skills, routing, quality management, workforce engagement, campaign monitoring, or reporting capabilities.
Experience supporting Five9-to-Genesys Cloud migrations or other large-scale contact center technology transformations.
Experience with ServiceNow or similar IT service management tools for request intake, incident management, change management, reporting, and operational tracking.
- MBA or other Advanced Degree
- Demonstrated ability running large scale projects
- Experience with technology solutions assessments and/or strategy planning oversight
Additional Information
Work-At-Home Requirements
To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.
Interview Format
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.
SSN Alert Statement
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from [redacted] with instructions on how to add the information into your official application on Humana's secure website.
Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the right to require associates to upgrade their internet service if necessary. Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$106,900 - $147,000 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
