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IVR Operations Engineer - Multiple Locations

Company: UnitedHealth Group
Location: schaumburg
Posted on: May 3, 2021

Job Description:

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)The OmniChannel IVR team is transforming our contact center infrastructure and applications through a multi - year OMNI - Channel program. The OMNI program provides a platform and application level technical refresh for the delivery of ~1M calls / day to ~75K agents globally. In addition to the voice channel, it will also refresh and deliver new customer channel interactions through outbound voice, chat, email, click - to - call, etc.We are looking for a highly motivated IVR operations engineer to join our team! You will be a critical member of our global operations team in support of 40+ IVR applications on Genesys platform - in a very complex and large - scale environment.Primary Responsibilities: The IVR Operations Engineer is responsible for the day - to - day support of IVR applications including the triage of application and interface issues impacting production callers Creating, scheduling and resolving IVR application issues and develop interface probes and monitoring scripts Ability to handle War Rooms independently You will collaborate closely with development teams, business partners and interface teams to ensure operational readiness of applications and interface integrations This role requires excellent written and oral communication skills and the ability to work closely with your teammates in a matrixed organization There is an on - call support requirement, sometimes requiring off - hours support to triage production incidents and implementation windowsYou'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications: 4+ years of enterprise-scale IVR operations experience Experience on Genesys IVR platform or any other equivalent large scale IVR platform e.g. Cisco, Avaya Ability to create, schedule and resolve IVR application issues and develop interface probes and monitoring scripts Ability to handle War Rooms independently Demonstrated troubleshooting and analytical skills in a complex, highly distributed environment Ability to work in shifts between 6 AM and 12 PM (no night shifts) You will be asked to perform this role in an office setting or other company location, however, may be required to work from home temporarily due to space limitations Employees are required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener prior to entering the work site each day, in order to keep our work sites safe. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attainedPreferred Qualifications: Experience with Splunk - basic to intermediate levels Experience with scripting languages and process automation CI / CD experience, including the development of Jenkins scripts Experience working in a DevOps or SRE model Test automation experience, ideally using CYARA Enterprise-scale IVR development experience Knowledge of SQL and experience with relational databases Understanding of Test Data ManagementTechnology 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: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and 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.Job Keywords: IVR Operations Engineer, IVR, Genesys, Cisco, Avaya, Applications, Schaumburg, IL, Illinois, Plymouth, MN, Minnesota

Keywords: UnitedHealth Group, Schaumburg , IVR Operations Engineer - Multiple Locations, Other , schaumburg, Illinois

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