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IVR Consumer Experience Professional - (Role Number: 193479)

06/07/2018Call Center
Job Location:
Louisville, KY
Metro Area:
KY - Louisville
Company Name: Humana Inc.
Website:  Click to Visit
Role: IVR Consumer Experience Professional Assignment: Enterprise Solutions Location: Louisville or WAH  

In the fast-paced, ever-growing world of Healthcare, Humana relies on the latest technology and trends for sharing and storing information, communication and security. We need experts in technology to help us develop and maintain our networks, hardware, and softwareto ensure our systems run smoothly and efficiently, keep us on the forefront of innovation in healthcare, and retain our competitive edge. At Humana, we want to help people everywhere, including our associates lead their best lives and achieve lifelong well-being. We look for talented individuals who share this passion for helping others, who have naturally curious and innovative minds, and who want a career where they can use their technical skills to make a positive impact on the lives of our members.


Assignment Capsule

Be a strategic contributor in cutting-edge Healthcare technology! Humana is seeking an IVR Consumer Experience professional who will play a critical role in the deployment, ongoing management, and maintenance of a new, hosted IVR. In addition, the role responsibilities include supporting the current, on-premise IVR, which will be sunset over the next two years.  This is an exciting opportunity for forward-looking technology professionals to make key contributions to the evolution and transformation of the companys critical contact infrastructure.

The ideal candidate will have experience working across functional areas to build consensus and a passion for continuous improvement. If youre ready to take your career to the next step, apply today!




Role Essentials:
  • 5+ years of professional experience working with voice technologies;
  • Experience that demonstrates skill with configuration and support experience in a complex multi-layered network environment;
  • Knowledge of CTI and CTI Framework, Telecom & IVR Technologies, switches and routers, Advanced Speech Recognition, etc;
  • Demonstrated strength in managing and communicating complex infrastructure incidents and problems to business partners;
  • All aspects of deployment planning and  execution;
  • Project-based experience driving changes and improvements to IVR solutions;
  • Experience working on process improvement projects to improve the customer experience;
  • Experience in use case design in a multi-channel environment;
  • Proficiency with various computer programs such as Visio and MS Office Suite;
  • Prior experience working closely with internal IT and external vendors;
  • Must have excellent communication and organizational skills;
  • Must be service-driven to internal and external customers and be able to leverage third-party vendor capabilities;
  • Ability to lead, work and collaborate with all levels of management, staff and vendors
  • Ability to present findings and conclusions clearly and concisely;
  • Bachelors Degree required



Role Desirables

  • At least 2 years of customer service and/or call center operations experience
  • Agile / Scrum experience
  • Healthcare or other complex environment experience



Additional Information At Humana, we know your well-being is important to you, and its important to us too.  Thats why were committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life.  If you share our passion for helping people, we likely have the right place for you at Humana.   After applying, we encourage you to join our Talent Network as well, so you can stay informed and up to date on whats happening around our organization in the changing world of healthcare.
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