Senior Enterprise Voice, Contact Center Technology

Blue Cross and Blue Shield of Louisiana

. Design, engineer, implement, administer, and optimize enterprise voice, contact center, and communication technology solutions .

Posted 9/25/2026full-timeRemote • Louisiana • United StatesSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Design, engineer, implement, administer, and optimize enterprise voice, contact center, and communication technology solutions
Lead technical design and implementation of complex platform enhancements, integrations, and service improvements
Develop technical designs, implementation approaches, standards, and support practices
Evaluate, test, recommend, and implement new technologies, service enhancements, and AI-enabled solutions
Lead complex troubleshooting, root-cause analysis, and service restoration for critical communication services
Develop and maintain integrations between communication platforms, business applications, cloud services, and enterprise systems
Design and implement automation solutions, scripts, utilities, workflows, APIs, and lightweight applications
Monitor platform health, performance, availability, capacity, and security
Lead or significantly contribute to upgrades, migrations, modernization, and technology transformation initiatives
Develop technical documentation, operational procedures, design standards, and knowledge-sharing materials
Provide technical mentoring, coaching, and knowledge transfer to engineers and support teams
Support resiliency planning, disaster recovery readiness, and continuity-related testing
Recommend process improvements, operational efficiencies, engineering best practices, and longer-term service improvements
Perform other job-related duties as assigned

Requirements

What you’ll need

Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related field required, or equivalent combination of education and experience
Four years of relevant experience may be substituted for a bachelor's degree
Five or more years of progressively responsible experience designing, implementing, supporting, and optimizing enterprise communications environments
Experience with enterprise voice, collaboration, contact center, or customer interaction technologies
Experience with communication system engineering, solution design, service configuration, and cloud or hybrid communication services
Experience with call routing, call flows, communication policies, real-time communication technologies, and supporting protocols
Experience with monitoring, observability, operational analytics, performance tuning, capacity management, and technical troubleshooting
Experience with telecommunications, networking, server, infrastructure, security, identity, resiliency, business continuity, and disaster recovery technologies
Experience with platform integrations, enterprise application connectivity, APIs, data exchange, scripting, workflow automation, and lightweight application support
Experience with technical project leadership, solution delivery, and evaluation of emerging technologies, including AI-enabled capabilities
Advanced knowledge of enterprise voice, contact center, collaboration, and communication technologies
Strong understanding of telecommunications, networking, infrastructure, security, cloud computing, software development principles, application architecture, APIs, web services, and data exchange technologies
Expertise troubleshooting complex cross-functional issues involving communication platforms, applications, infrastructure, networks, integrations, and cloud services
Experience developing integrations, automation solutions, workflows, scripts, APIs, custom tooling, and lightweight applications
Experience analyzing system performance, availability, reliability, capacity, utilization, and operational metrics
Understanding of AI, generative AI, and large language model concepts, including use cases, limitations, and security considerations
Ability to develop technical standards, engineering documentation, design specifications, and operational procedures
Technical leadership, mentorship, and knowledge transfer abilities
Strong analytical, problem-solving, critical-thinking, and decision-making skills
Excellent verbal, written, and presentation skills
Strong stakeholder relationship management and service orientation
Must be authorized to work for Louisiana Blue in the United States without employer-sponsored immigration support
Successful background and pre-employment drug screening required

Benefits

Comp & perks

Resources to live well and be healthy
Learning and professional development opportunities
Skills development and career growth
Opportunities to serve local communities
Smoke- and tobacco-free workplace
Reasonable accommodations for individuals with disabilities
Background and pre-employment drug screening
Drug-free workplace