Description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Position: Contact Center Systems Engineer

Job Description:

This role will support daily operations of enterprise contact center systems, including analysis, design, coding, engineering, testing, debugging, documentation, maintenance, and monitoring. This individual will ensure that business requests are handled quickly, accurately and in alignment with operational needs, while also evaluating new tools, new techniques, automation of common tasks, and building of reusable utilities to drive organizational efficiency. While not a deep IT development role, the position requires solid system administration, troubleshooting, and problem-solving skills, while also building quality into every output driven by a passion around technology and solutions.

Primary Responsibilities:

• Manage toll free and DID numbers (new orders, changes, decommissioning)
• Build and adjust inbound call flows to route calls to the correct queue/agent/skill group
• Support IVR messages, voicemail scripting, and urgent recording updates via TTS and/or wave files
• Manage user accounts in contact center systems, including access control, skills, queues, and profile updates
• Configure and monitor outbound dialer campaigns end to end including caller ID, and spam mitigation
• Standardize contact center settings such as call scripts, call types, routing rules, favorites, and screen pops
• Create and maintain clear documentation and change control of system config, processes, and handoff
• Work with other SMEs to troubleshoot, resolve, RCA, and document support tickets and configuration issues
• Partner with QA, workforce management, training, operations, and business to align on requirements
• Provide quick turnaround for business requests while maintaining quality output and a manageable backlog
• Perform other related duties as assigned
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor's degree or equivalent in an Information Technology related field
• 5+ years of experience in system administration or development of contact center systems
• Hands-on experience with at least one of the following systems, including the associated technologies:
  • Amazon Connect (AWS Lambda, Lex, IAM, CloudWatch, S3)
  • NiCE CXOne (Studio, WFA, ACD, Mpower, Orchestrator)
  • Genesys Engage On-Prem (URS, IRD, GAX, GRAT, Composer, WWE)
• Solid experience in designing and building call flows and routing concepts within contact center systems
• Experience supporting inbound, outbound, and multi-channel operations
• Understanding of telephony concepts including VoIP, SIP, SIP Clusters, and SBCs
• Experience working in agile environments, including familiarity with work tracking tools such as Rally
• Proficiency with Microsoft business tools: SharePoint, OneNote, Word, Excel, Visio, Teams
• Demonstrated ability to work as part of a larger team, adhere to priorities, and provide clear requirements and handover
• Proven solid analytical skills and the ability to evaluate business requests for operational appropriateness
• Proven highly adaptable and comfortable managing frequent changes in priorities, processes, and project scope

Preferred Qualifications:

• Experience with more than one contact center platform is ideal (Connect, CXOne, Engage, Cloud CX)
• Experience in Data: ETL, MS SQL Server, EventBridge, Snowflake, MongoDB, Amazon Kinesis, Amazon Athena
• Experience in Voice: VXML, TTS, ASR, Amazon Polly, Amazon Comprehend
• Experience in Programming and Scripting: JavaScript, JSON, Python, GraphQL, SCXML, RESTful principles, system integrations
• Other helpful experience: Splunk, NiCE IEX, Salesforce

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.