Description
$95
CG27127
Security and Compliance Business analyst/Engagement Consultant
Pleasanton, CA, 94588 or Pasadena, CA, 91101
12+ Month Contract
The Contact Center Strategy Telephony Infrastructure (TI) program will transform client's contact centers from a decentralized telephony environment with inconsistent levels of sophistication, compliance, and stability, to a program-wide, centralized, and upgraded telephony infrastructure that meets industry standards. The TI Program will deliver intelligent routing (Genesys Univeral Routing Server) and voice recognition self-service (Genesys Voice Portal), workforce management (Aspect), quality assurance (NICE), better reporting capabilities (Genesys CCPulse, Genesys Advisor, Genesys Interactive Insights, and Merced Systems), computer-based training (Knowlagent), and centralized staff management (OpsTel). The scope of the TI program is to put the new infrastructure in place for roughly 5,500 agents across client's Member Services Contact Centers (MSSC), Clinical Appointment and Advice Contact Centers, and Pharmacy Contact Centers across about 35 sites and five regions including Northern California, Southern California, Northwest, Colorado, and Mid-Atlantic States.
Consultant will be working with a large and complex team consisting of IT, client's business program office representatives, client's business site/regional operational contact center staff, Verizon (our primary systems integrator for the TI project), and technology vendors who are sub-contracted to Verizon for the deployment of the TI solution. The consultant is expected to be the primary client's technical liaison between the site/regional business community and the different TI technical teams.
The Compliance Consultant will be the key resource on the TI implementation team responsible for ensuring that all aspects of the TI solution meet client's security and compliance requirements.
The work of the consultant will fall into three areas:
Ensuring that the TI solution meets Client's security requirements
Ensuring that the TI solution is in compliance with US federal HIPAA regulations and Client's interpretation/implementation of those requirements
Ensuring that the TI solution is in compliance with the Payment Card Industry Data Security Standards (PCI-DSS version 2.0)
The consultant will not be responsible for determining the compliance requirements (those have already been specified as part of client's contract with Verizon) nor will the consultant be responsible for performing compliance audits or making the final determination for whether the TI solution meets the client's requirements. The consultant will interface with three different groups within client organization, one responsible for security, one responsible for HIPAA compliance, and one responsible for PCI compliance. The primary responsibility for the consultant is to act as a liaison, with compliance domain knowledge, between Verizon (and appropriate Verizon sub-contractors) and the client departments with the ultimate authority to approve the TI solution from a compliance perspective.
The key activities for the consultant include:
Reviewing Verizon design proposals to identify potential areas of concern related to compliance and engaging appropriate client compliance subject matter experts to drive issues to resolution.
Engaging with internal client compliance owners and subject matter experts to understand in detail the compliance sign-off process in order for the TI solution to go live and ensuring that appropriate Verizon personnel and agents are aware of what artifacts and activities will be required to receive sign off on a timely basis.
Acting as the central point of contact for the project ensuring that the required compliance audits are successfully completed such that there is no delay to the planned deployments of the TI solution. Consultant would be responsible for quickly and effectively escalating any compliance issues that might have an impact on the deployment timeline.
This role may be a part time role and shared with the Design and Deployment Consultant role. The Compliance Consultant will report to the -IT project manager assigned to infrastructure track. The individual will be expected to work out of the IT offices in Pleasanton or Pasadena and significant travel, mostly between Northern California and Southern California depending on the work location of the project team in any given week.
Key desired work experience:
3+ years performing compliance audits, compliance evaluations, and risk management in a highly regulated industry.
Deploying technology solutions into large Contact Centers (ie, 100+ agents) (A plus)
Experience in the Healthcare industry/domain
As a key part of the interview process, the consultant will be expected to conduct a walk through of previous compliance analyses and audits that the consultant has authored or been very closely involved with producing. Ideally a sanitized version of the document (with confidential client-specific material removed) would be provided to client, but alternatively the material may be presented to the client's interviewing team via a WebEx.
Key desired technical skills:
Certified Information Security Analyst/Manager (CISA/M) designation
Knowledge of the Health Insurance Portability and Accountability Act (HIPPA) provisions related to privacy and security
Knowledge of Payment Card Industry Data Security Standards
Experience with the following technologies is a plus:
Call routing technology and reporting (preferably Genesys Universal Routing Server, Genesys Advisor, Genesys CCPulse, Genesys Interactive Insights)
Interactive Voice Response (IVR) design (preferably Genesys Voice Portal)
Call recording (preferably NICE)
Workforce management solutions (perferably Aspect)
Performance management and data warehousing (preferably Merced and Business Objects)
Integration with web services
Computer Telephony Integration (CTI) (preferably Genesys)
Key desired non-technical skills:
Ability to appropriately assess the risk associated with different system designs and to follow the lead of the appropriate client's compliance owners with regard to acceptable risks and/or compensating controls
Strong written and oral communication capabilities and ability to tailor communications for multiple different communities and levels of management
Stong personality and ability to present to a large group of individuals and to facilitate discussions to maintain an appropriate focus and reach the desired objective
Ability to work well with a broad set of personality types
Ability to work effectively in a matrixed environment with resources who do not report in to project leadership
Desired minimum background:
Bachelor's degree in computer science, information systems, engineering, mathematics, or other applicable technical field. Relevant experience could also be considered in lieu of a bachlor's degree.