IT Support & Operations Consultant IV - Telephony Infrastructure

Job Summary

Advanced CCSTI (Contact Center Strategy & Telephony Infrastructure) technology consultant with expert-level application administration, complex troubleshooting, solution design, and workflow optimization experience supporting enterprise clinical contact center operations.

Demonstrates advanced proficiency in at least three CCSTI applications, such as Alvaria (Aspect), mPulse, Intradiem, and VHT, with a broad understanding of contact center technologies across multiple markets. Brings strategic expertise in NICE CXone and IEX, including technology roadmap planning, application optimization, workflow standardization, and implementation of upgrades and complex initiatives.

Skilled in consulting with business partners and senior leaders to assess technical requirements, resolve complex issues, identify improvement opportunities, and influence technology and operational decisions.

Experienced in leading projects from planning through implementation, establishing project expectations, timelines, deliverables, communications, and detailed documentation to support successful transitions and ongoing operations.

Provides technical leadership and mentoring to team members, represents HPCCC WFM Telephony in cross-functional initiatives, and supports leadership presentations focused on technology optimization and standardization.

This role supports telephony technology across eight Kaiser Permanente Clinical Contact Centers in Colorado, Georgia, Hawaii, the Mid-Atlantic States, Nevada, the Northwest, Southern California, and Washington. Responsibilities include advanced troubleshooting, complex solutioning, project and upgrade implementation, team development, and operational support, including intake ticket resolution within established SLAs and coverage for Telephony Managers as needed.

This individual contributor is primarily responsible for providing first, second and third level support to resolve difficult or complex problems, performing and/or coordinating the setup and maintenance of computer systems, coordinating with third party hardware and/or software vendors.

Essential Responsibilities

• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.
• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.
• Provides first and second level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
• Resolves highly complex problems and provides support to others.
• Supports and assists with troubleshooting efforts in conjunction with customer to identify highly complex problems.
• Assists with efforts to analyze and prioritize incoming requests and alerts.
• Identifies highly complex problems and escalates to senior staff for prioritization.
• Follows procedures for incident escalation and notification to leadership.
• Follows and facilitates the development of standard operating procedures.
• Facilitates the tracking and development of documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
• Facilitates efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
• Facilitates the knowledge repository for highly complex technical support.
• Supports and assists with the execution of disaster recovery and business continuity processes and events.