Solution Consultant - Consultant-Specialist - Contact Center

Kaiser Permanente IT - Pasadena , CA

Posted 735 days ago
  • Experience
    Mid-Senior level
  • Job function
    Information Technology
  • Employment type
  • Industry
    Hospital & Health Care
  • Employer job ID
  • Job ID

This is a preview of the Solution Consultant - Consultant-Specialist - Contact Center job at Kaiser Permanente IT. To view the full job listing, join LinkedIn - its free!Join LinkedIn - its free!

About this job

Job description

Health care is undergoing tremendous change and transition.  Kaiser Permanente (KP) is set to meet the these changes.  Within KP, Kaiser Permanente Information Technology (KPIT) is changing, as well.  KPIT is moving to a model that brings our focus and methods closer to our business partners.  One of the major areas of change is the establishment of the Business Information Office (BIO) organization.  The BIO is the front door to the full range of IT products and services delivered to the business.  This organization partners with the Health Plan (HP) and Care Delivery (CD) Business Partner’s to understand the strategic direction and priorities of their business and assumes end-to-end accountability to ensure delivery of IT solutions and services that provide the highest value in support of the HP’s strategic direction.


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.  

Desired Skills and Experience

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.  

About this company

Kaiser Permanente IT

Kaiser Permanente operates as a nonprofit health organization in the United States. The company provides and coordinates care for its members, including preventive care, well-baby and prenatal care, immunizations, emergency care, screening diagnostics, hospital and medical services, and pharmacy services. It serves the health care needs of members. The company serves small and mid-to-large business. It has facilities in Central Valley, Clovis, Fresno, Lodi, Davis, Folsom, Sacramento, East Bay, North Bay, and San Francisco in California. Kaiser Permanente was founded in 1945 and is headquartered in Oakland, California.

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