About the position
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. UHC Technology is focused on driving change, modernization, and ensuring reliable and stable systems so that we can help to transform health care - making it easier, more affordable, and more effective for those we serve. We are passionate about technology and the role it plays to create distinctive experiences for our constituents. While we are always focused on how technology can help us deliver faster and with improved quality, we are far more enthusiastic about the ways technology can reinvent how we deliver on our mission in partnership with the UHC lines of business and Optum Technology. Tech Ops/Production Control team is responsible for maintaining and supporting Contact Center Operations in production environment and work on Outage/RCA management, Incident Management, Monitoring and Alerting. Apart from this end-to-end process activities related to the ongoing migrations and support of the OMNI/Genesys/Nice CX/Amazon Connect/Live person telephony system across multiple LOB's and collaborate with Dev team and other stakeholders to ensure the team delivers value to the business and ensures a best-in-class customer experience.
Responsibilities
- Provide support for P1 and P2 issues
- Communication and Outage Management
- Work with L2 resources to get the RCA for P1 and P2 issues
- Update KT for any new issues and set up processes to proactively alert and fix issues
- Mentor L1 and L2 teams for any issues that need help and guidance
- Identify potential issues in the platform and propose fixes/solutions with the team
- Monitor scheduled changes and assess any potential impacts
- Monitor new hotfixes and releases of Genesys, LP, CX One, Amazon Connect products and recommend upgrades
- Work with Optum SMEs and Developers to identify and fix issues in P1 and P2 tickets
- Design and develop reporting as needed to summarize and analyze application functionality
Requirements
- High School Diploma/GED (or higher)
- 5+ years of IT experience with production support skills
- 5+ years of experience with Genesys Engage
Nice-to-haves
- AWS Connect
- Genesys Cloud CX
- NIce CX One
- Experience with Cloud CX/Amazon Connect
- Strong working knowledge of monitoring tools like Splunk, Zabbix, Grafana, Dynatrace APM monitoring and setup
- Experience with programmatic interaction with No-SQL databases
- Strong knowledge of Linux/Unix
- Undergraduate degree or equivalent experience
- SIP Cluster Solution experience
- Orchestration server experience
- WWE Inbound/Outbound experience
- Digital experience (Chat, Callback (GMS))
- GRE and GRAT Tool experience
- Splunk experience (Write/Build Queries/Alerts/Dashboards)
Benefits
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
