Job Description

Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. BCBSAZ offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

Level 1 - Performs job with general supervision. Projects are usually limited in scope and/or duration

  • Responsible for the configuration of telephony equipment including Verint QM and WFM
  • Troubleshoots and responds to system issues related to Verint QM and WFM
  • Assists business customer with Verint Forecasting, Scheduling and other WFM functions
  • Performs analysis and monitoring of Verint system capacity and performance
  • Assists with user training on Verint systems
  • Works closely with all telephone units with respect to developing the optimal call monitoring strategy
  • Responsible for purchase, maintenance and invoicing of headsets
  • Maintains PBX reporting for administrative users
  • Provides system reporting

Level 2 - Performs job with minimal supervision. Projects are broader in scope and/or duration

  • Responsible for the configuration of telephony equipment including Avaya, Verint QM and WFM, CMS and other PBX related systems
  • Performs administration of Mobile Device Management console
  • Responsible for purchasing, activation, and invoicing of company and user owned mobile devices and equipment
  • Handles disposal of mobile devices with approved vendor and coordinates refund with Accounts Payable department
  • Tracks acquisition and disposal of mobile device equipment in corporate hardware inventory database to comply with corporate security standards
  • Responsible for training, education and support of end users of mobile devices
  • Provides monthly reporting for mobile device activity
  • Performs analysis and monitoring of line configurations and trunking capacity in PBX systems
  • Assists with user training on telecommunications systems
  • Works with programming staff in the implementation of new and existing telecom related applications
  • Works closely with all telephone units with respect to developing the optimal call routing designs and menu verbiage for our customers
  • Monitor the health of PBX systems, troubleshoot and respond to system issues

Level 3 - Performs job functions in a lead capacity with general management oversight

  • Responsible for the configuration of telephony equipment including Avaya, IVR, Verint QM and WFM, CMS, Symon, and other PBX related systems
  • Performs analysis and monitoring of line configurations and trunking capacity in PBX systems
  • Assists with user training on telecommunications systems
  • Develops and maintains detailed flow charts of all telephony routing, services and equipment
  • Assist with development and maintenance of interactive voice response units and databases.
  • Works with programming staff in the implementation of new and existing telecom related applications
  • Works closely with all telephone units with respect to developing the optimal call routing designs and menu verbiage for our customers
  • Provides system reporting
  • Monitor the health of PBX systems, troubleshoot and respond to system issues
  • Recommend cost effective service or maintenance arrangements for the various equipment and systems

Level 4 - Performs job functions in a lead capacity with general management oversight

  • Responsible for the configuration of telephony equipment including Avaya, IVR, Verint QM and WFM, CMS, Symon, and other PBX related systems
  • Performs analysis and monitoring of line configurations and trunking capacity in PBX systems
  • Assists with user training on telecommunications systems
  • Develops and maintains user documentation for user training and reference on various internal SharePoint sites
  • Develops and maintains detailed flow charts of all telephony routing, services and equipment
  • Leads team members in development and maintenance of interactive voice response units and databases.
  • Leads team members in the implementation of new and existing telecom related applications
  • Works closely with all telephone units with respect to developing the optimal call routing designs and menu verbiage for our customers
  • Provides system reporting
  • Monitor the health of PBX systems, troubleshoot and respond to system issues
  • Recommend cost effective service or maintenance arrangements for the various equipment and systems
  • Function as a technical backup and support for all Telecommunications’ needs within the department

ALL LEVELS

  • Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those levels.
  • Participate in corporate quality and data governance programs
  • Assist with the development of disaster, security and back-up procedures and reviews for adherence to policies
  • Works with programming staff in the implementation of new and existing telecom related applications
  • Establish and maintain positive working relationships with all levels of BCBSAZ management team and supporting staff as well as the external vendor community
  • Keep records and reports on work completed
  • Responsible to research and train in order to stay current on updates to in-house telecommunications systems
  • The position requires a full-time work schedule.  Full-time is defined as working at least 40 hours per week, plus any overtime as requested or needed to perform job responsibilities.
  • Perform all other duties as assigned.

Performs technical, administrative, and professional assignments in the coordination and analysis of telecommunications systems and services within the division.  Maintains telecommunications databases. Completes required reporting for the call center applications.  Responsible for analysis, evaluation, and recommendations of various hardware, software, and equipment, as well as service or maintenance arrangements for telecommunications equipment and services.  Completes design and maintenance of telecommunications systems and the connections with other in-house and peripheral systems.

Our Commitment

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Thank you for your interest in Blue Cross Blue Shield of Arizona.  For more information on our company, see azblue.com.  If interested in this position, please apply.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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