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 diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.
The Telecommunications Analyst will perform operational duties to support OptumServe's telephony network, including but not limited to multiple VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting and call recording. This role will work on Contact Center and Enterprise Voice Telecommunication services with duties that include implementation, support and technical analysis of hardware, software or networks.
Primary Responsibilities:
End User Telecommunication and Contact Center technical support and provisioning
Participate in repairs, new service builds, migrations, and provide supports for critical production systems
Provide explanations and interpretations within area of expertise
You'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:
High School Diploma/GED (or higher)
3+ years of IT experience
3+ years of Mitel experience
3+ years of hands-on job experience in the telecommunication industry
Intermediate level of proficiency with computer skills including Windows based applications (Word, Excel, PowerPoint, Outlook and Visio)
Experience with administration and troubleshooting of Mitel Contact Center Client, Ignite and Your Site Explorer
Experience with administrating and troubleshooting Nice CXOne on a FedRamp platform
Ability to be on call after business hours & weekends on a rotational basis
Preferred Qualifications:
Experience providing level II technical support for work order request tickets on voice communication equipment in a timely fashion with minimal
supervision and in a well-organized manner
Knowledge of PBX and Call Center systems.
Genesys experience
NICE Systems experience
Strong customer service orientation with both internal and external customers
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.
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.
#RPO, #RED
