Technology Implementation Lead

Profile

Description

The Technology Implementation Lead delivers new technological solutions to meet business needs within a specified scope while aligned to enterprise objectives. The Technology Implementation Lead works on problems of diverse scope and complexity ranging from moderate to substantial.

Responsibilities

Location: work at home anywhere

The Clinical & Pharmacy Solutions (CP&S) - Customer Experience Center Platform (CECP) Implementation Lead is primary point of contact and collaboration between Clinical & Pharmacy Solutions and Business Improvement teams to the CECP Platform and Enterprise Shared Services (ESS) Implementation teams driving the CECP program. This role resides in Business Improvement within Clinical & Pharmacy Solutions, specifically within the Workforce Management function.

The Lead will be accountable for identifying, managing and coordinating impacts from the CECP program and Genesys platform to Clinical & Pharmacy Solutions processes and tools. The Lead will understand CECP strategy, road map and Genesys capabilities and work with CP&S teams to gain alignment on prioritization, inform CECP program road map, and be day to day owner working between CP&S, ESS and CECP Platform / Technology groups to drive progress, manage communications, identify and manage risks and consult with enterprise partners on CP&S relevant needs. Breakdown of responsibilities


Primary point of contact in daily and weekly CECP program / implementation meetings representing CP&S - partnering with ESS and CECP Platform / IT teams
Manage CP&S impacts, risks and deliverables across multiple CECP capability work streams
Help inform and coordinate communication, updates, road map, impacts assessment, and alignment of CECP delivery teams w/ existing CP&S and Business Improvement processes


Role Essentials


Bachelor's degree or equivalent work experience
7 years of experience in platform configuration and/or migration or implementation experience
2 years of project leadership experience or program management experience
Experience problem solving and consultation within complex environments
Ability to work independently and efficiently to manage multiple completing projects and initiates
Must be able to work in an agile environment with a certain level of unknown specifications/requirements
Experience working with cross-functional teams
Strong communication skills both written and verbally


Role Desirables


Experience with agile processes
Experience working with Gensys, Verint, Five9, Intradiem and Avaya-CMS
Experience with associate facing telephony systems / tools such as but not limited to - ex. call handling & routing, managing outsourced vendors/systems, auto dialers, WFM, voice capabilities, etc.


Additional Information

Humana is an organization with careers that change lives-including yours. As an innovator in the fast-paced industry of healthcare, we offer our associates careers that challenge, support and inspire them to use their passion for helping others and to lead their best lives. If you're ready to help people achieve lifelong well-being, and be a part of an organization that is growing and poised to make an impact on the future of healthcare, Humana has the right opportunity for you.

Scheduled Weekly Hours

40

Company info

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