Contact Center Applications Analyst

Contact Center Applications Analyst

Optum, a UnitedHealth Group Company
3-8 years
Not Specified

Job Description

Primary Responsibilities:

  • Develop telecom solutions to ensure that business needs are translated to the correct technical requirements (e.g. PBX and database routing, Redirects, Screen-Pops) and ensure that all compliance and clinical obligations are met (e.g. scripting verbiage, scripting requirements in clients contract)
  • Coordinate with Workforce Planning and Management teams to ensure that routing solutions follow best practices in meeting the client needs as well as overall business objectives (e.g. performance guarantees, average speed of answer goals, routing efficiency)
  • Identify and optimize new and existing routing solutions that will drive overall improvements to system utilization, scalability, productivity and reporting outcomes
  • Maintain and update routing data in both CMS and the Toll Free Number databases and ensure appropriate communication to the parties requiring this information (e.g. contact center analytics, workforce planning, clinical operations)
  • Maintenance of the Toll Free Number database to ensure maximum data relevance
  • Perform other ad hoc analysis and duties as needed and as they relate to changing business objectives
  • Translate business requirements into technical specifications, computer code, screen layouts and interfaces with other systems
  • Comply 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:
  • 3+ years of experience in one or more areas of business, IT, or quality
  • Experience in contact center applications (Cisco UCCX or UCCE, Genesys eServices, Nice InContact, Zen Desk, Five9 etc.)
  • Experience with ticket management systems (Service-Now)
  • Background in project management and workload prioritization
  • Demonstrate project management competencies
  • Demonstrate written and verbal communication competence
  • Working knowledge of business segment organizational structure
  • Awareness of criticality of issues
  • Ability to build and maintain trust relationships with a customer
  • Ability to effectively communicate mission and objectives
  • Proficiency in MS Excel, Word, PowerPoint and Visio skills
Preferred Qualifications:
  • 1+ years of experience working in a Telecom Analyst role
  • 1+ years of Microsoft Access experience
  • 1+ years of transact SQL query building experience (using Microsoft SQL Server 2005 or above)
  • Experience working on an Agile team
  • Project Management experience
  • Basic understanding of Avaya PBX, Cisco ICM, and Genesys

Job Details

Company Profile
Are you ready to rev up your life Optum, a UnitedHealth Group, business is ready for you. Our incredible global growth has been built by people with a singular focus on helping millions live healthier lives and an intense love of achievement. Our future is everywhere including our robust operations in the Philippines. We offer the global reach, resources, and can-do culture of a Fortune 7 company. It is time to learn more and start doing your life’s best work. (SM)

Careers at Optum, a UnitedHealth Group company

If you’re going to change careers, why not look for an employer that’s out to change everything If you have that kind of appetite for change, Optum is the right place for you. As part of the growing UnitedHealth Group family of businesses, we’re driving innovation and change all over the world. That’s creating opportunity right here in the Philippines for people with energy, passion and a focus on quality. We’re driven to help people live healthier lives and to help make the health care system work better for everyone. We want to make a difference and that makes this the one job opportunity that can change everything for you.

As part of UnitedHealth Group, a Fortune 7 company, Optum is a leading health services and innovation company dedicated to help people live healthier lives and help make the health system work better for everyone. With more than 189,000 people collaborating worldwide and over 14,000 employees in the Philippines, Optum combines people, technology, data and action to improve the delivery, quality and efficiency of health care.

This work takes all of your commitment, skills, passion and energy. That’s why we rely on a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation and performance serve as a foundation to transform health care.

Are you in Learn more about careers at Optum:

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity 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. Optum is a drug-free workplace. © 2020 Optum Global Solutions (Philippines) Inc. All rights reserved.

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