**Description** Are you a change agent that wants to work in a scaled agile organization? Do you have an agile mindset and are interested in modern technology and delivery methods to drive speed to customer value? Do you have a passion for leading and partnering with people to solve tough problems? Then come join our team where you can be a part of Humana Government Business and our important mission of supporting the TRICARE healthcare program for our nation's military. Humana Government Business is a top 10 DOD contractor, with a long history in the TRICARE business and a bright future administering the next generation of military health contracts. We are looking for a technology delivery leader for our contact center technology solutions including Interactive Voice Response (IVR) and Telecom Team. In this role, you will build and lead an effective strategy for executing and delivering a Contact Center as a Service (CCaaS) solution, lead a team of engineers, and serve as a delivery leader and platform owner for contact center solutions. Our Department of Defense Contract requires U.S. citizenship for this position. **Responsibilities** **Strategy, Planning, Analysis and Design** + Lead telecom modernization with a focus on deploying a CCaaS solution + Provide leadership and direction for a team responsible for planning, analysis and design of contact center solutions + Collaborate in the development of strategy, roadmaps, and appropriate technology choices staying up to date on industry trends, tools, and technologies keeping innovation at the forefront. + Devise technical solutions aligned to our business strategy providing direction and support to the engineering and operational teams that must deliver and support these solutions. + Understand, analyze and map current business processes + Partner with operational leaders to modify current business processes to improve their efficiency and accuracy + Partner with business owners and operational subject matter experts to define new business processes to meet strategic, operational or government requirements **Development, Integration, Testing and Implementation** + Provide leadership and direction for a team or teams responsible for integration, development, testing, deployment and maintenance + Be a servant leader to scrum teams with a focus on the delivery of business value, risk mitigation, cost optimization, and return on investment + Partner with architecture, database and other software engineering leaders to ensure teams deliver appropriate solutions to business challenges that meet both functional and non-functional requirements + Ensure team members are provided with guidance related to and follow appropriate development, testing and change control guidelines **Team Building and Leadership** + Energize, mentor, and guide the teams to see the possibilities in modern and innovative technologies. + Understand and apply enterprise-wide thinking to departmental and team goals. + Build and maintain relationships with internal and external partners. + Provide guidance to team members and work with them to develop and execute action plans designed to achieve and maintain a high level of associate engagement + Work with HR and IT leadership to recruit talent to fill open positions + Provide effective team leadership by ensuring each member understands their role and expected contributions by holding regular 1 x 1 meetings and team meetings + Conduct performance appraisals as directed by company policy **Required Qualifications** + Bachelor's Degree + Our Department of Defense Contract requires U.S. citizenship for this position + 6 or more years of technical experience + Experience with CCaaS Solutions + 3 or more years of people leadership experience + Experience working in Agile Delivery models such as SAFe, Scrum, or Kanban + Solid understanding of operations, technology, communications, and processes + Possess 10+ years of progressive experience leading continuous improvement efforts, evaluating existing systems, and implementing process improvements + Must be passionate about contributing to an organization focused on continuously improving consumer experiences + Strong understanding of business strategy and demonstrating delivery of strategy + Proven ability to influence cross-functional teams, leaders, and key stakeholders within an organization + Strong oral and written communication and influencing skills + Experience building a high performing team + Demonstrated experience with technology modernization and cloud solutions + IVR Experience + Experience with Avaya, CISCO, Nice, and other Telecom technologies **Preferred Qualifications** + Master's Degree + Healthcare experience + Military or Government experience **Additional Information** **Work-At-Home Requirements** 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 \#LI-Remote #LI-TA4 **Scheduled Weekly Hours** 40 Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website. <>
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