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.

 

Primary Responsibilities:

SME Level Expertise , Product level knowledge on Genesys OnPrem/CXOne/ Amazon ConnectInnovation mindsetProvide support for P1 and P2 issuesCommunication and Outage ManagementWork with Optum SMEs and Developers to identify and fix the issues identified in P1 and P2 ticketsWork with L2 resources to get the RCA for P1 and P2 issuesUpdate KT for any new Issues and set up process to proactive alert and fix for issuesMentor L1 and L2 team for any issues that they need help and guidanceIdentify any potential issues in platform and propose the fix/solution with teamMonitor the Changes scheduled and look for any potential impact which could be causedMonitor the new Hotfix and Release of Genesys products and recommend the upgradeAutomation ToolsComply 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:

Graduate degree or equivalent experience8+ years of enterprise experience with Telephony and VOIP (Voice Over IP) & Contact Center Technologies3+ years of CCaaS enterprise experience building Amazon Connect contact flows integrated with Python, Lambda and JSON & applications using AWS services (Cloud Watch, Kinesis, S3, Lex, Poly)Hands-on development experience with cognitive service such as Amazon connect, Amazon Lex, Lambda, Kinesis, Athena, Pinpoint, Comprehend, TranscribeExperience and troubleshooting Call routing, voice quality and network related issues in Genesys CloudUtilize hands-on working experience in configuring call flows and call routing techniques to optimize call handling, queue management, and customer experienceExperience in API integrations in Genesys CloudExperience in troubleshooting the Genesys Cloud call flowsSIP Server experienceOrchestration server experienceRules Engine and GRAT experienceDeep functional and technical understanding of APIs and related integration experienceKnowledge on Splunk for Alerting & MonitoringGood Understanding and Troubleshooting Skills set On following Genesys OnPrem AreasFunctional and technical understanding of building API-based integrations with Salesforce, & Bot platforms

 

Preferred Qualifications:

Experience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKsGenesys Cloud 'Event Bridge experienceCloud experience will be added advantage ( AWS )

 

Functionality and Troubleshooting Areas

Amazon Connect AWS , Lambda , Mongodb, Chime, Cloudwatch, Event Bridge, Splunk, Grafana, Desktop

 

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.