Position Title
Monitoring, Metrics and Reporting Specialist
Contact Center Support Services
Description
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 Telephony Infrastructure (TI) mega-program will replace telephony infrastructure across 30 contact centers via a managed services contract with one of KP's telecommunications partners. The key objectives of this program are to upgrade existing telephony technology to an enterprise standard, improve Kaiser's disaster recovery capabilities, and streamline our contact center support mechanisms/ processes.
As this new telephony solution is deployed, the CCS Support team, in partnership the EUS (End User Services) organization, will be responsible for managing the vendor. To accomplish this objective, Kaiser requires a solution that will enable us to monitor and measure availability of the telephony applications from an end user (Customer Services Representative) perspective. The results of this solution will then be used to measure service availability and performance against SLA's as defined in the managed services contract.
The Technical Consultant Specialist will lead the deployment and management of this enterprise monitoring, reporting and metrics solution.
This position will report to the CCS Director of Contact Center Support Services within the HP BIO organization and require approximately 10%-15% travel.
Responsibilities
The Technical Consultant Specialist will be responsible for the following:
Essential Functions
- Manage the successful deployment of a Sitescope monitoring solution (to enable synthetic transactions) across 30+ contact centers (those within the scope of the TI program).
- Create a consolidated dashboard and reporting mechanism/ processes to continually measure and report on the performance of the TI solution against SLA's as specified in the Managed Services contract. Technologies to be monitored, include: Aspect, Cisco, Genesys, Knowlagent, Merced, NICE, Nuance, Opstel, and Pega.
- Manage CCS Support's monthly reporting and metrics for Governance and senior leadership.
- Act as the primary technical CCS Support consultant in monitoring, reporting and metrics.
- Participate in strategy planning sessions to ensure continual improvement CCS Support's reporting, metrics, system analysis and troubleshooting capabilities.
Persuade and collaborate with all levels of technical and business staff and KPIT and/or KP management across KP. Establish processes and mechanisms to enable improved response times and associated Incident management through automated system analysis and intelligent notification mechanisms.
Co-develop ITIL support processes as they pertain to metrics and reporting.
Continually develop innovations with IT and business partnerships to enhance operations and/or provide a competitive advantage to the organization.
Ensure technical designs comply with applicable architecture standards and designs are functionally and technically feasible.
Validate technology ability to meet business, performance, integration, and scalability requirements for each project.
Evangelize and strongly communicate the architectural blueprints to mobilize the rest of the organization to build solutions that fit CCS Support reporting and metrics needs.
Play a critical role in the investigation of new technologies along with Enterprise Architecture and Solution Design and Consulting to provide development viability of architectural initiatives to meet medium to long term business needs.
Responsive and decisive on adjusting our product architecture as customers' requirements, market conditions and technology evolve.
Establish architectural and design standards for CCS monitoring, metrics and reporting
Play a leading role in the investigation of new technologies and architectural initiatives to meet medium to long term monitoring, metrics and reporting needs for CCS Support.
Qualifications:
Basic/Minimum Qualifications
- Bachelor's degree or 4 years of equivalent work experience
- A minimum of 10 years of related experience, including 8+ years of demonstrated ability in the deployment and management of monitoring and reporting solutions.
- Ability to identify opportunities that leverage the strategic use of reporting and monitoring technology to increase system outage accuracy and reduce associated response time.
- Ability to synthesize and abstract complex data/information, and lead complex decision processes to produce strategic solutions that enhance KP's competitiveness. Ensures that solutions are timely, cost effective and of high quality.
- Experience in 'building up' a solutioning architecture team. Ability to transfer knowledge, educate in area of expertise, mentoring other staff.
- Demonstrated ability to lead technical teams across multiple functional and support areas - ability to lead technology direction at the highest solution architectural level.
- Demonstrated ability in selection and deployment of new and emerging technology.
- Excellent verbal and written communication skills, including the ability to translate complex technical concepts into understandable terms and able to tailor communication to audience, mediate and facilitate communications between others, and communicate architecture to all levels of management and customers. Ability to gain buy-in from stakeholders to resolve significant architecture issues.
- Ability to work effectively within a matrixed organization and develop strong partnerships with both IT and business partners.
- Outstanding critical thinking, meeting facilitation, communications, and interpersonal interaction skills.
- The ability to act independently to determine methods and procedures on new or special assignments. Will likely supervise the activities of others.
Preferred Qualifications
- Experience with the following technologies: Aspect, Cisco, Genesys, Knowlagent, Merced, NICE, Nuance, Opstel, Pega and/or Sitescope.Contact Center operational support experience.
- Healthcare technology experience.
- ITIL process experience.
- Project Management experience and/or PMP and/or equivalent certification.
- Extensive experience in Microsoft Office, Visio, Project.
- Kaiser Permanente experience.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.