Humana Enterprise IVR Program Manager (Hosted Solution) in Louisville, Kentucky

Role: * Enterprise IVR Program Manager (Hosted Solution) *

Assignment: Enterprise Services

Location: WAH or in Office

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 software—to 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 leader in cutting-edge Healthcare technology! Humana is seeking an Enterprise IVR Program Manager who will have responsibility and accountability to ensure the deployment, ongoing management, and maintenance of a new, hosted Enterprise IVR. In addition, the manager will be responsible for coordination with the migration of the current on-premise Enterprise IVR solution, which will be sunset over the next two years. This is an exciting opportunity for forward-looking technology leaders to make key contributions to the evolution and transformation of the company’s critical contact infrastructure.


Role Essentials

  • 5 years of professional experience working with voice technologies;

  • Experience implementing, integrating, and managing public and private cloud platforms;

  • 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 troubleshooting complex infrastructure incidents and problems;

  • All aspects of deployment planning and execution;

  • Definition and development of operational KPIs and metrics;

  • 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;

  • Experience deploying and tuning Natural Language;

  • 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;

  • Bachelor’s 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

The ideal candidate will have experience implementing and enhancing IVR solutions on an enterprise level. If you’re ready to take your career to the next step, apply today!

Title: Enterprise IVR Program Manager (Hosted Solution)

Location: KY-Louisville

Other Locations: US-Massachusetts-Boston, US-Washington-Vancouver, US-Illinois-Chicago, US-GA-Atlanta, US-North Carolina-Charlotte, US-OH-Cincinnati, US-Virginia-Glen Allen, US-CA-Torrance, US-AZ-Phoenix, US-AR-Rogers, US-New York-Albany, US-FL-Tampa, US-TN-Brentwood, US-Colorado-Colorado Springs, US-WI-Green Bay, US-Texas-San Antonio, US-DC-Washington, US-Louisiana-Metairie, US-Michigan-Troy

Requisition ID: 189008

Humana Inc., headquartered in Louisville, Ky., is a leading health care company that offers a wide range of insurance products and health and wellness services that incorporate an integrated approach to lifelong well-being. By leveraging the strengths of its core businesses, Humana believes it can better explore opportunities for existing and emerging adjacencies in health care that can further enhance wellness opportunities for the millions of people across the nation with whom the company has relationships.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. We also provide free language interpreter services. See our full accessibility rights information and language options.