Senior Contact Center Engineer - Telecommute - Full-time / Part-time

UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

Primary Responsibilities:

• Incident Management
  
  
  
  • Provide 24x7 support for the Contact Center infrastructure support by the Network Services Contact Center team
  
  
  • Assist in troubleshooting efforts when incidents occur
  
  
  • Contribute to root cause analysis for recurring or major incidents
  
  
  • Manage and execute activities related to remediation plans


• Change Management
  
  
  
  • Plan and track maintenance activities for the Contact Center infrastructure
  
  
  • Conduct maintenance activities to include, installs, upgrades, patches, etc
  
  
  • Develop, publish and execute appropriate test plans related to scheduled maintenance


• Infrastructure Build
  
  
  
  • Assist engineers in design and planning of infrastructure additions or enhancements
  
  
  • Understanding of impacts of and to other systems and business areas.
  
  
  • Understanding of overall voice/data network systems including external interfaces, integration points, and business process to allow for troubleshooting and enhancement opportunities
  
  
  • Prepare and maintain system support documentation
  
  
  • Participate in future projects and initiatives involving contact center expansion
  
  
  • Coordinate vendor activity related to infrastructure builds
  
  
  • Execute activities associated with infrastructure builds/changes
  
  
  • Participate in analyzing, troubleshooting, and supporting Intelligent Contact Management product at UHG
  
  
  • Day to day optional task to maintain Contact Management System to its max performance

Required Qualifications:

• Undergraduate degree in applicable area of expertise or equivalent experience


• Bachelor's Degree in Computer Science/Information Systems or combination of education and experience


• 3+ years of professional experience with Windows Server 2003/2008


• 3+ years of professional experience in Windows and Web Based application support


• 3+ years of professional experience in Cisco technologies/Computer Telephony


• Experience in virtualization and cloud based technology


• Proficient in MS Office Products

Preferred Qualifications:

• Experience in Genesis, Aspect, Avaya, Cisco ACD


• Knowledge of SQL & reporting


• Previous experience working with other HealthCare Industry
  

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)

 

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.