Voice Technology Lead Technology Leadership Professional

Profile

Description

As a Lead Technology Leadership Professional on the Voice Channel IVR Team you will be a part a team supporting over 55 million member and agent calls annually. We are seeking an intelligent and passionate professional who is looked to as a natural leader, possesses curious thought, and loves the challenge of solving problems that improve our member experience and interactions with Humana.

Responsibilities

The Lead Technology Leadership Professional works with business partners, design engineering teams, and testing teams to drive products from design completion to volume production release.

Performs various engineering tests to verify and validate product designs.

Supports product evaluation and qualification on leading edge technology components.

Ensures that production schedules are followed and product(s) meet specifications and quality requirements.

Interacts with product engineering, quality, manufacturing and marketing teams to analyze and provide technical support to help resolve customers' product related problems/issues.

Strongly Influences department's strategy and demonstrates decision making process and skills to handle complex problems.

Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction.

Exercises considerable latitude in determining objectives and approaches to assignments.

Manage the release of in-scope products to production.

Resolves issues with development team, Product Owners, testing team, and business partners.

Contribute to the planning and monitoring of the product roadmap(s) for in-scope products.

Work with product owners and resource manager to assign work to appropriate agile delivery teams.

Provide communications around release and delivery issues and manage the appropriate escalation process.

Assist engineers with domain or technical knowledge gaps.

Ensure delivery timelines are in alignment for all projects and delivery teams.

Work with product owners and architects to ensure understanding of deliverables as well as to offer input and guidance into solution approaches.

Work with managers, architects, business users, and development team members to evaluate and approve team estimates for project and work requests.

Mentor individuals and teams, working with resource managers on potential coaching situations.

Advance the adoption of new techniques, standards, tools, patterns and processes to streamline delivery capabilities and enhance the in-scope products.

Work with project managers, scrum masters and resource management to ensure project budgets are assigned to work and allocations are assigned to match budgets and timelines.

Responsible for direct oversight of a team of 3-6 associates with expansion into managing contract teams.

Required Qualifications

Bachelor's degree

4 years of project leadership experience

8 years technical experience

Experience with Scaled Agile Framework

Experience with DevOps practices

Experience with Splunk

Ability to manage multiple tasks and deadlines with attention to detail.

Ability to communicate effectively and deliver presentations to senior leaders

Advanced experience leading special projects and producing metrics, measurements and trend reports

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

MBA or other Advanced Degree

Demonstrated ability to run large scale, highly visible programs with responsibility for multiple project teams

Possess a solid understanding of operations, technology, communications and processes

Previous IVR experience

ITIL certification

Additional Information

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com