Job Description:

Security Clearance required:

Cognosante is on a mission to transform our country's healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!

Job Description

Cognosante anticipates the award of a large, complex enrollment contract. Under this five-year Federal contract, Cognosante will provide omni-channel contact center services supporting inbound and outbound communications, enrollment processing, mail fulfillment, portal, and premium administration efforts.

The selected candidate will fulfill Technology Manager responsibilities for operations of the abovementioned program.

Key Responsibilities

• Develop deep familiarity with the contract requirements and scope


• Develop and implement information management policies, standards, and procedures consistent with project requirements and Cognosante standards


• Oversee complex digital/telephony environment that includes contact center and customer relationship management systems (ACD, IVR, Workforce Management, CRM)


• Maintain system security and privacy requirements as required by the contract


• Support the Authority to Operate (ATO) process and liaise with government personnel to receive ATO


• Oversee contact center infrastructure including systems, interfaces, applications, and other linkages


• Investigate and solve complextechnicalproblems and data discrepancies across the contactcenterplatform and operational areas


• Become familiar with and adhere to client application architecture, security and quality assurance standards, policies and guidelines and ensure project alignment


• Provide leadership, technical activity planning, coordination, and day-to-day direction as needed to complete the assigned requirements, produce the required deliverables, and meet the relevant project milestones


• Arrange priorities as necessary to perform tasks and identify and help resolve resource constraints and/or conflicts that affect multiple tasks within the project


• Plan, test, get authorization for, and implement all necessary integrations


• Track advances in contact center technology and make recommendations for areas of improvement


• Explain and advocate for innovative technologies such as artificial intelligence, robotic process automation, IVAs, etc.


• Responsible for meeting all systems-related service level agreements and performance standards that include telephony, website, enrollment / premium administration, and customer relationship management systems


• Coordinate with and support the Transition Manager during project initiation


• Works with Program Manager to accommodate annual surges that increase CSR numbers to 1,000


• Work with Cognosante leveraged technical experts to provide project support as needed


• Ensure proper testing is performed prior to production implementation


• Maintain system data backup and retention as required by the project


• Collaborate with other team members to provide subject matter expertise and assistance as applicable


• Support analysis and design for system updates and revisions during operations


• Oversee operation and supervision of internal / external facing enterprise support help desk


• Participate in other project tasks as necessary

Required Qualifications

• Bachelor's degree or equivalent work experience


• A minimum of 3 years' experience in a technical leadership role managing a small team, preferably in a contact center or healthcare environment


• A minimum of 3 years of supervisory experience in Enrollment Services Information Technology or a related field


• Experience working with a variety of computer operating environments, including telephony (i.e., AWS Connect, NICE inContact), CRM (i.e., Salesforce, MS Dynamics), and web-based solutions

Candidates that do not meet the required qualifications will not be considered

Preferred Qualifications

• Experience working with Agile methodologies


• Knowledge of industry standards - CMMI, NIST, and IEEE


• Working knowledge of HIPAA, ARRA, ACA, and other security requirements


• Strong customer relationship capabilities and problem-solving skills


• Ability to foster collaborative work in dynamic team environment


• Proficiency with MS Office Suite, including MS Project and SharePoint


• Excellent written and verbal communication, problem-solving and customer service skills


• Ability to work independently and manage work to a defined schedule