Job Description

Your Role

As an Application Developer you will support our Interactive Voice Response (IVR) system as we upgrade to next generation customer service tools and contact center products. In this role you will be responsible for maintaining and enhancing the enterprise IVR system which offers self-service capabilities and serves as the entry point into the contact center.

Responsibilities

Your Work

In this role, you will:

• Be responsible for the development of enhancements to BSCs enterprise Interactive Voice Response (IVR) system
• Implement speech recognition menus using directed, and natural language models
• Develop and maintain RESTful web services used by the IVR
• Implement routing and automation scripts for the Genesys PureCloud contact center
• Support Quality Assurance and User Acceptance Tests
• Troubleshoot production IVR issues
• Support production deployment of IVR code
• Adopt and apply software engineering concepts and processes to software development
• Provide input to designs and technical specifications
• Develop user interfaces and application programs using the technical specifications and design documents provided
• Tests, debugs, and maintains code according to the technical specifications
• Provide knowledge transfer to less experienced staff
  
  

Qualifications

Your Knowledge and Experience

• Requires a bachelor's degree, preferably in Computer Science, Information Systems or similar, or equivalent experience
• Requires at least 5 years of prior relevant experience
• Experience working as an IVR or contact center developer preferred
• Experience with Java and Python or other scripting languages
• Experience developing and consuming web services preferred
• Familiarity with the Azure cloud environment is a plus
• Strong technical, analytical, and interpersonal skills
• Superior attention to detail with excellent written and verbal communication skills
• Excellent problem solving, research, and follow-up skills
• Self-motivation and ability to work independently
  
  

About The Team

Blue Shield of Californias mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our continued commitment to diversity, equity, and inclusion upholds our values and advances our goal of creating a healthcare system that is worthy of our family and friends while addressing health disparities, promoting social justice, and integrating health equity through our products, business practices, and presence as a corporate citizen.

Blue Shield has received awards and recognition for being a certified Fortune 100 Best Companies to Work, Military Friendly Employer, People Companies that Care, a Leading Disability Employer, and one of Californias top companies in volunteering and giving. Here at Blue Shield, we strive to make a positive change across our industry and communities join us!

Our Values:

• Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.
• Human. We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes.
• Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.
  
  

Our Workplace Model:

At Blue Shield of California, we believe in fostering a workplace environment that balances purposeful in-person collaboration with flexibility. As we continue to evolve our workplace model, our focus remains on creating spaces where our people can connect with purpose whether working in the office or through a hybrid approach by providing clear expectations while respecting the diverse needs of our workforce.

Two Ways of Working:

• Hybrid (Default): Work from a business unit-approved office at least two (2) times per month (for roles below Director-level) or once per week (for Director-level roles and above).Exceptions:
• Member-facing and approved out-of-state roles remain remote.
• Employees living more than 50 miles from their assigned offices are expected to work with their managers on a plan for periodic office visits.
• For employees with medical conditions that may impact their ability to work in-office, we are committed to engaging in an interactive process and providing reasonable accommodations to ensure their work environment is conducive to their success and well-being.
• On-Site: Work from a business unit-approved office an average of four (4) or more days a week.
  
  

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.

Please click here for further physical requirement detail.

Equal Employment Opportunity:

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.