Director, Contact Center Support Services Job in Pleasanton, California US

Director, 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 Health Plan Contact Center Strategy Center of Excellence (CCS CoE) within the Health Plan Business Information Office (HP BIO) of Kaiser Permanente's Information Technology division (KPIT) is looking for an exceptional Director of Contact Center Support Services (CCSS) to lead a team in providing support services for new and existing contact center infrastructure and applications nationwide. This individual will develop and lead a world class enterprise-wide contact center technology production support organization of over 35 employees and contractors consisting of: an applications development/support manager and developers for a customer relationship management and business process management system utilizing Pega Systems; an applications development/support manager and developers for a suite of office automation applications, complaint workflow/reporting system utilizing Oracle PeopleSoft, and reporting/analytics tools such as Merced; and a telephony integration and engineering/support manager and engineering staff for telephony, integrated voice response, automatic call distribution/call routing, quality assurance, workforce management and other contact center related platforms. The CCSS Director will report to the Vice President of CCS CoE within the HP BIO organization and requires approximately 25% - 30% travel. Responsibilities The CCSS Director will have overall accountability for, but not limited to, maintaining high availability, production support, incident management, change requests, service requests, program releases, small enhancements, small core projects and upgrades related to contact center platforms such as: - Health Plan Customer Handling and Tracking System (Pega Systems) - Internally developed Office Automation applications (e.g., information repository) - Knowledge Management (e.g., Knowlagent) - PBX/ACD/CTI (e.g., Aspect, Avaya, Nortel, Siemens, Cisco) - Genesys (e.g., CIM, IWD) - IVR systems (e.g., Direct Talk, Periphonics, Genesys, Qwest hosted) - Carrier (e.g., Trunking, local and 800 services, T-1, DS1, DS3, etc.) - Workforce Management (e.g., Aspect) - Quality Assurance (e.g., Nice, eTalk) The CCSS Director will partner with: - The Contact Center Vendor/Contract Manager, external vendors and internal supplier groups to ensure their respective groups satisfactorily meet contracted/agreed contact center production support and small project obligations. - The Contact Center Delivery organization to provide developer, engineering and subject matter expertise for the successful delivery of medium to large contact center projects in addition to ensuring a seamless transition from implementation to production support. - The Contact Center Strategic Services organization to draft and/or develop root cause analyses, post mortems, corrective action plans and best practices to prevent reoccurrences of service impacting incidents. - The Regional Business Information Office teams, who are responsible for the KP-IT investments, technical strategy and performance on a regional basis. - End User Services who are responsible for providing IT client support (e.g., desktop) across the regions. - Infrastructure Management Group for infrastructure support. - The regional contact center operations and program leaders responsible for the contact center business operations. - Various other IT groups within the Portfolios that support contact centers. Additionally, the CCSS Director will manage the department's core budget, KPIs, staff performance, staff development and ensure customer satisfaction. Qualifications: Basic/Minimum Qualifications - Bachelor's degree or 4 years of equivalent work experience - 10 years experience in managing a technology diverse production support organization (preferably in contact centers for healthcare). - Extensive contact center technology knowledge (Telephony, Genesis, Cisco, VoIP, IVR, Routing, Pega Systems, CRM, BPM, WFM, QA, Knowledge Management, Surveys, Multi-channel, custom applications development, Visual Basic, .NET, HTML, J2EE, SQL, SOA, etc.) - 8 years of experience with management of projects, budgets and development and support teams, projects, budgets, and metric - A minimum of 8 years of related IT experience including IT Project Management. - Ability to work effectively within matrixed organizations, and develop strong partnerships with both IT and business partners. - Ability to manage vendors. - Ability to navigate through large and complex organizations. - Strong customer relations. - Extensive understanding of SDLC, Agile, change management, application development, infrastructure and industry best practices. - Ability to analyze, document, and present to senior IT and business leaders. - Critical thinking, meeting facilitation, outstanding verbal and written communications, and interpersonal interaction skills are required. - Ability to use/learn corporate applications (Remedy, ePro, TIME, RPM, etc.). - Extensive experience in Microsoft Office, Visio, Project. Preferred Qualifications - Master's level graduate degree and/or M.B.A. preferred.