STRATEGIC STAFFING SOLUTIONS HAS AN OPENING!
This is a Contract Opportunity with our company that MUST be worked on a W2 Only. No C2C eligibility for this position. Visa Sponsorship is Available! The details are below.
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Job Title: Business Process Engineer
Contract Length: 12-month contract role requiring 4 days per week onsite Location: Phoenix, AZ; San Antonio, TX; Plano, TX; Colorado Springs, CO; Chesapeake, VA; or Tampa, FL.
Responsible for leading, optimizing, and governing complex business processes within a contact center environment, with a strong emphasis on insurance operations (claims preferred). This role drives process design, improvement, risk management, and performance optimization while partnering closely with business stakeholders, technology teams, and leadership.
This is a 1-year onsite contract role requiring 4 days per week onsite. The position may be based in Phoenix, AZ; San Antonio, TX; Plano, TX; Colorado Springs, CO; Chesapeake, VA; or Tampa, FL. Relocation assistance is not available.
Key Responsibilities
- Own and lead end-to-end business processes, including problem definition, requirements evaluation, process design, testing, and implementation.
- Analyze process bottlenecks, inefficiencies, and risks; design solutions that improve performance, scalability, and compliance.
- Develop and implement customer-specific business process strategies aligned with enterprise experience and operational goals.
- Apply expert-level process knowledge to materially improve operational efficiency, quality, and customer outcomes.
- Serve as a functional subject matter expert, bringing a practical, end-user-focused perspective to process design.
- Manage process performance by:
- Defining control limits and KPIs
- Monitoring outcomes and risks
- Communicating deficiencies, improvements, and operational issues to stakeholders
- Identify, implement, and maintain controls to mitigate operational, regulatory, and compliance risks.
- Lead solution development efforts, including business cases, benefit substantiation, and requirements definition.
- Develop and execute communication plans for customers and internal stakeholders.
- Ensure strong alignment across stakeholders through proactive engagement and collaboration.
- Leverage reporting, data, and analytics to measure performance and drive continuous improvement.
- Evaluate and incorporate emerging technologies to enhance contact center processes, including AI-enabled solutions.
- Provide mentorship, guidance, and process leadership to team members and business partners.
- Support planning, research, analysis, and implementation of new or enhanced applications and processes.
- Ensure risks associated with business activities are identified, measured, monitored, and controlled in accordance with risk and compliance policies.
Required Qualifications
- Bachelor s degree OR equivalent experience
- (4 additional years of relevant experience may substitute for a degree; 10 years total experience in lieu of a Bachelor s degree)
- 6+ years of experience in:
- Business process execution
- Process engineering or optimization
- Consulting or operational transformation
- Hands-on experience with process mapping and process modeling, including creation and validation of process documentation.
- Demonstrated experience applying:
- Quality management methodologies
- Process improvement frameworks
- Structured problem-solving techniques
- Proven ability to implement and sustain change (change champion).
- Experience with process governance standards, controls, and risk management practices.
- Experience using systems and tools to collect, analyze, and interpret operational data.
- Experience with contact center technologies, including digital and omnichannel platforms used to manage and optimize customer interactions.
Preferred Qualifications
- Bachelor s degree or higher.
- Experience in insurance environments, particularly claims operations (any line of business).
- Leadership experience.
- Familiarity with contact center AI technologies (e.g., conversational AI, speech analytics, automation tools).
- Experience with Lean, Business Process Management (BPM), or similar methodologies.
- Lean Six Sigma certification.
- Insurance designations (e.g., AIC, CPCU, AIS).
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