Technology Solution Implementation Professional II

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The Technology Solution Implementation Professional II delivers new technological solutions to meet business needs within a specified scope while aligned to enterprise objectives. The Technology Solution Implementation Professional II work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

The Technology Solution Implementation Professional II focuses on skilled dialer administrator work to manage and optimize our outbound dialing solutions. The dialer administrator will oversee the functionality, performance, and efficiency of our dialer infrastructure to ensure seamless operations and maximum productivity for outbound calling campaigns. This individual makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed.

This individual follows established guidelines/procedures. You will report to the Manager, Workforce Management.

• Collaborate with business partners to align on outbound dialing strategy for the day and ensure dialer is ready to dialer based on the daily dialing strategy.
• Monitor and maintain dialer system to ensure the dialer is dialing as expected throughout the day.
• Create and configure calling campaigns based on business needs.
• Oversee data uploads and list management.
• Provide training and support to agents and supervisors on dialer usage, best practices, and trouble-shooting techniques.

• Proven experience as a Dialer Administrator or a similar role in a call center environment
• In-depth knowledge of dialer systems and platforms like Avaya, Five9, Genesys, or similar systems
• Prior experience problem solving and consulting with auto-dialer platforms
• Proficient in analyzing and manipulating data utilizing Microsoft Excel
• Experience presenting and interacting with all levels of the organization including senior leadership
• Excellent communication and interpersonal skills
• Ability to multitask, prioritize, and work under pressure in a fast-paced environment

• Familiarity with outbound calling campaign and dialing strategies.
• Undergraduate degree in Business Administration, Computer Science, or a related field
• Certification or training in dialer administration or call center management
• Experience with scripting languages (e.g., SQL, Power Shell) for data manipulation and reporting purposes
• Experience in IT business analysis and technical writing
• Proven ability to manage through ambiguity and drive change
• Product management experience

To ensure Home or Hybrid Home/Office associates’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office associates must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; wireless, wired cable or DSL connection is suggested
• Satellite, cellular and microwave connection can be used only if approved by leadership
• Associates who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense
• Humana will provide Home or Hybrid Home/Office associates with telephone equipment appropriate to meet the business requirements for their position/job
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information

While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

40

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$60,800 - $82,900 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or…