Healthcare is undergoing tremendous change and transition, and Kaiser Permanente (KP) is set to meet these challenges. Within KP, Information Technology is moving to a model that brings our focus and methods closer to those of our business partners and common systems across the enterprise. KP's Contact Center Strategy (CCS) is defining the future state for its major member facing contact centers. KP's CCS establishes and deploys standard technology platforms across contact centers, allowing seamless call routing based on unique member needs, greater efficiency in handling peak call volume, and better preparation for disaster recovery. The execution of KP's CCS will not only help KP better serve its customers, it will also provide an improved work environment in its contact centers through the development of common processes and industry standard capabilities.
The Contact Center Strategy Center of Excellence (CCS CoE) within the Health Plan Business Information Office of Kaiser Permanente's Information Technology division (KPIT) is seeking an exceptional Solution Consultant Specialist with extensive business and technical knowledge of Health Plan and Clinical Contact Centers. This individual will have a comprehensive understanding of BPM, CRM, telephony and peripheral applications in the contact center domain and will work closely with our business partners, information technology professionals, vendors and their leadership to develop: Strategic and architectural directions of KP's contact centers technology; comprehensive contact center solutions that align with KP's strategic direction, priorities, and business needs; initial and ongoing estimates for contact center projects; requirements documentation; design documentation; and initial project plans. In addition, this individual will lead the initial phases of a project and depending on size and/or complexity, may transition the project to a project manager or remain as the lead on the project through its completion.
This individual will report to the Executive Director of Contact Center Strategic Services. This position is located in Pasadena or Pleasanton CA. Up to 30% travel may be required.
Job Responsibilities:
Develop strategic and architectural directions of KP's contact centers technology
Develop high-level designs, functional specifications and estimates that address KP's overall corporate and business strategies.
Lead the development of functional and non-functional requirements, risk management, solution alternatives, logical designs, physical designs and other deliverables within the SDLC / TEAMS framework.
Act as the primary technical resource and consultant to senior client and IT management and staff.
Lead the idea, concept and definition phases of projects, and remain involved thereafter to ensure alignment with designed and accepted solutions through development, testing, implementation and support.
Act as a liaison between the business, technical staff, other KPIT entities and vendors.
Develop and sustains strong relationships with business partners, other KPIT entities and vendors to ensure effective partnerships and alignment with business and KPIT strategies.
Ensure the development of plans for integration of new systems architecture into current infrastructure.
Participate in post-live project activities; including evaluation of success criteria, identification of best practices, lessons learned, and strategies for future releases and deployments.
Provide technical direction and support for projects.
Review input on supply and demand management and provides feedback as needed.
Direct the development of comprehensive and strategic business cases with cost/benefit dimensions of proposed projects that are used at management and executive levels for funding and scope decisions.
Plan, coordinate and conduct analyses of current business processes and functional requirements and prepare the appropriate documentation to communicate and validate the information.
Consult on business process reengineering (i.e., queue based routing transformation to skills based routing).
Evaluate existing applications that could address client requirements and makes recommendations.
Oversee systems and applications solutions development, coordination and evaluation.
Lead impact analysis and input.
Lead Systems Performance & capacity analysis and input.
Oversee Application and Systems technology futures tracking.
Act as project lead in the coordination of solution development and the implementation of the final product/service.
Participate in development of project plans, identifying key activities and durations.
Consult with senior client sponsors, other KP leadership and vendors to inform and promote successful project development and implementation within the organization.
Identify and manage risks and issues, including the development and implementation of appropriate mitigation actions.
Act as a point of escalation for technical decisions/issues.
Mentor other team members to develop and improve their skills and capabilities that support the effectiveness of the department/function.
Provide performance input and recommendations to management for development/training plans and/or performance reviews.
Qualifications:
Minimum/Basic Qualifications:
Ten years experience in contact center consulting/design, development and integration of complex contact center systems and applications such as BPM, CRM, Intelligent Routing, ACD, CTI, IVR, SOA based integration to backend systems, Workforce Management, Quality Management, 'end-to-end' reporting/performance management (from call inception to call termination), analytics, carrier routing (SIP/TDM).
Five years experience in project management, preferably in contact center.
Bachelor's degree in Computer Science, Health Care Administration, Business Administration (or related field) or 4 additional years of relevant experience.
Subject matter expert in BPM, CRM and telephony (preferred).
Proficiency with MS Office, Visio, Excel and Project.
Viewed as functional expert and leader in contact center technologies and operation.
Strong understanding of System/Software Development Lifecycles and Project Management methodologies.
Strong collaboration, documentation and presentation skills
Experience performing business analyses, system/application design and project management.
Ability to develop advanced concepts, techniques and standards.
Proven leadership, problem-solving and decision-making skills
Strong written, oral communication, analytical, organizational and interpersonal skills
Excellent customer relationship management and customer service skills
Ability to maintain standards, prioritize project work to meet customer's needs.
Must have a positive attitude and the ability to work and communicate with all levels of management, clients, other IT staff, vendors, external partners, System Integrators etc.
Demonstrated service orientation to monitor others' work to ensure quality and alignment in meeting customer's needs.
Ability to work in a fast-paced and dynamic environment.
Preferred Qualifications:
Proficiency with KP TEAMS Project framework.
Proficiency with Pegasystems' BPM/CRM and Genesys contact center solutions.
Experience in the Healthcare industry/domain.
Familiarity with applications used by Kaiser's Health Plan Contact Centers.
Technical certifications preferred where applicable.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.