Lead Telecommunications Analyst

Transformation is the opportunity

Blue Shield of California is the third largest health plan in California, with about $7.5 billion in revenue. Our mission is to ensure Californian's access to high-quality health care at a reasonable price.

Join Blue Shield of California and grow your career with a leader that’s stirring up a change.


This position will work closely with the Voice Channel and Architecture and Engineering teams to support business strategies and architectural initiatives. Act in a consultative role in developing business requirements and process improvements in addition to operational support and administering Call Center technologies for all lines of business. Additional descriptions are as follows:

Administer Avaya EAS ACD vectoring, CentreVu Supervisor, Intervoice IVRs, and various other call center technologies such as WFM, CTI, and Call Recording.

Administering advanced routing functions using AT&T’s Route It application.

Aide in the design, implementation, and testing of multi-site call center solutions.

Develop and maintain call routing documentation that outlines call flow configurations.

Perform load balancing and call allocations across multiple locations as requested or required.

Training employees in the use of call center reporting and administration tools.

Regularly monitoring all Telecom systems to ensure optimal performance and negate business impact.

Respond to all outage reports affecting the call centers. Work individually or with team in resolving the outage. Submit incident reports as necessary.

Working with the vendors and/or carriers to resolve any issues.

Keeping abreast of new technologies and their impact on business process.

Works within guideline, technological strategic goals, and other IT policies and procedures.

Some travel is required.

Requires rotational on-call support for Telecom services 24 x 7.

Bachelor's degree or two-year technical degree in a related field.

At least eight years telecommunications experience or equivalent combination of education and experience.

Extensive knowledge of telecommunication data systems and technologies, including internet, world wide web and video.

Strong analytical and communication skills.

Knowledge and experience designing, coding, and implementing advanced call routing strategies.

Developing custom reports in CMS and experience with CentreVu Supervisor.

Knowledge of telecommunications network infrastructure including T1, Trunking, VOIP, and other advanced network services.

Knowledge and experience managing, ordering, and implementing Toll Free service with advanced features.

Extensive experience with implementation of computer telephony solutions.



Bachelor's degree in Information Systems or related field is helpful

At least five years of related experience, or equivalent combination of education and experience

Candidate must possess excellent interpersonal, written and verbal communication skills

5 years experience programming Avaya G3/S8700.

Experience with AT&T advanced routing features and Route-It application.

Strong analytical skills.

Demonstrated experience managing multiple telecommunications projects.

Blue Shield of California is an Equal Opportunity Employer.


Our comprehensive benefits begin on your first day with medical, dental and vision coverage; 20 days PTO annually; 9 paid holidays; matching 401(k); and company pension.

Blue Shield of California is an Equal Opportunity Employer.

An Independent Member of the Blue Shield Association.

Blue Shield of California

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