Anthem, Inc. Lead Engineer – Service Experience Engineering in Mason, Ohio
SHIFT: Day Job
Your Talent. Our Vision. At Anthem, Inc., it’s a powerful combination, and the foundation upon which we’re creating greater access to care for our members, greater value for our customers, and greater health for our communities. Join us and together we will drive the future of health care.
This is an exceptional opportunity to do innovative work that means more to you and those we serve at one of America's leading health care companies and a Fortune Top 50 Company.
Engineer Lead - Service Experience Engineer
Location: Atlanta, Mason, Norfolk, Indianapolis, Dallas
At Anthem our IT organization uses an Agile framework for development/delivery and the SDLC (Software Development Life Cycle) standards to deliver a high-quality product, as per the customer’s requirements, and ensuring compliance with audit controls. The role of our Governance team is to interface with our Product and Application teams to educate teams on the standards/processes, tools and dashboards used to support Agile and SDLC; oversee Jira/Jira Align hygiene and quality; monitor work timeliness, progress, risk and funding and then provide reports/dashboards to various levels of senior leadership and our CTO (Chief Technology Office). Through this oversight, collaboration, coaching, analysis and reporting our goal is to ensure our teams are performing at an optimized level to deliver quality solutions, and to keep our leadership informed about these accomplishments or any risks.
Responsible for monitoring and tracking of the delivery of end to end system development and maintenance on Enterprise wide technology platforms. Primary duties may include, but are not limited to: Maintain active relationships with technical teams to insure clear and accurate business requirements and value assessments are completed. Ensure teams follow appropriate Agile and SDLC standards while delivering end to end technical solutions to support Anthem’s vision and mission. Attendance at requirements review meetings may be required. May work with teams to implement improvements in stability, performance, and scalability across major business-critical systems. May implement process to reduce barriers and roadblocks in projects, services, and processes in order to operate more efficiently. Owns the change request process and coordinates with other teams as necessary. Develops and owns list of final enhancements. Oversees development and application scope and objectives. Supervises the preparation of technical and/or functional specifications from with programs will be written. Performs technical design reviews and code reviews. As part of the oversight duties, ensures unit test is completed and meets the test plan requirements, system testing is completed and system is implemented according to plan.
Responsible for delivery of application technology solutions and data information planning effort. Coordinates and manages on-call support and owns the system monitoring process. Owns the technical development environment and works on the Enterprise team. Leads multiple or large projects and facilitates large group education sessions for requirements, modeling in several disciplines.
Requires an BA/BS degree in related field or technical institute training and 7 or more years related experience; multi platform experience, and expert level experience with business and technical applications; or any combination of education and experience, which would provide an equivalent background. Incumbent should also have the ability to mentor others, and provide troubleshooting support. Multi database and/or multi language preferred.
Overall Contact Center Technology knowledge and experience in Digital Solutions: CRM/Integrated Desktop solutions, IVR, Call Routing, Call Recording, Dialer, SIP endpoint, CTI, Customer Survey Solutions, AI and Cloud Technology suites. Preference would be for Pega, Genesys, Verint and AWS/Genesys Cloud experience.
Strong Jira and Jira Align as well as Agile framework experience required. ScrumMaster or RTE certification and experience preferred.
Strong written and verbal communication skills required. Ability to create Executive level presentations and dashboards required. This person should be able to convert technical information into simplified, customer centric language that can be understood by non-technical audiences. These skills will also be necessary when providing coaching or conducting periodic educational sessions.
Strong analytical and problem-solving skills required. Utilize technology, Jira/Agile and SDLC knowledge to help teams overcome risks and improve performance.
Strong interpersonal skills required. Ability to collaborate with associates, mid-level and senior leadership on a regular basis is part of the job.
Strong SDLC compliance knowledge preferred.
Tableau development experience preferred.
Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and has been named a 2019 Best Employers for Diversity by Forbes. To learn more about our company and apply, please visit us at careers.antheminc.com. An Equal Opportunity Employer/Disability/Veteran.