Job Description

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.

“Beware of scams. S3 never asks for money during its onboarding process.”

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.

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).