Contact Center Systems Engineer

Experience in system administration or development of either of the contact center systems including the associated technologies:

• Amazon Connect (AWS Lambda, Lex, IAM, CloudWatch, S3)
• NiCE CXOne (Studio, WFA, ACD, Mpower, Orchestrator)
• Genesys Engage On-Prem (URS, IRD, GAX, GRAT, Composer, WWE)

Primary Responsibilities:

Manage toll free and DID numbers (new orders, changes, decommissioning)

Build and adjust inbound call flows to route calls to the correct queue/agent/skill group

Support IVR messages, voicemail scripting, and urgent recording updates via TTS and/or wave files

Manage user accounts in contact center systems, including access control, skills, queues, and profile updates

Configure and monitor outbound dialer campaigns end to end including caller ID, and spam mitigation

Standardize contact center settings such as call scripts, call types, routing rules, favorites, and screen pops

Create and maintain clear documentation and change control of system config, processes, and handoff

Work with other SMEs to troubleshoot, resolve, RCA, and document support tickets and configuration issues

Partner with QA, workforce management, training, operations, and business to align on requirements

Provide quick turnaround for business requests while maintaining quality output and a manageable backlog

Perform other related duties as assigned

Required Skills and Qualifications:

Bachelor's degree or equivalent in an Information Technology related field

5+ years experience in system administration or development of contact center systems

Hands-on experience with at least one of the following systems, including the associated technologies:

oAmazon Connect (AWS Lambda, Lex, IAM, CloudWatch, S3)

oNiCE CXOne (Studio, WFA, ACD, Mpower, Orchestrator)

oGenesys Engage On-Prem (URS, IRD, GAX, GRAT, Composer, WWE)

Understanding of telephony concepts including VoIP, SIP, SIP Clusters, and SBCs

Strong experience in designing and building call flows and routing concepts within contact center systems

Experience supporting inbound, outbound, and multi-channel operations

Proficiency with Microsoft business tools: SharePoint, OneNote, Word, Excel, Visio, Teams

Ability to work as part of a larger team, adhere to priorities, and provide clear requirements and handover

Experience working in agile environments, including familiarity with work tracking tools such as Rally

Strong analytical skills and the ability to evaluate business requests for operational appropriateness

Highly adaptable and comfortable managing frequent changes in priorities, processes, and project scope

Preferred Skills:

Experience with more than one contact center platform is ideal (Connect, CXOne, Engage, Cloud CX)

Data: ETL, MS SQL Server, EventBridge, Snowflake, MongoDB, Amazon Kinesis, Amazon Athena

Voice: VXML, TTS, ASR, Amazon Polly, Amazon Comprehend

Programming & Scripting: JavaScript, JSON, Python, GraphQL, SCXML, RESTful principles, system integrations

Other helpful experience: Splunk, NiCE IEX, Salesforce

What we offer

• Market Total Rewards Package
• Retirement Plan
• Medical Plan (HMO) from Day 1 of employment
• Dental, Medical, and Optical Reimbursements
• Life and Disability Insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Tuition Fee Reimbursement
• Employee Assistance Program (EAP)
• Annual Performance Based Merit Increases
• Employee Recognition
• Training and Staff Development
• Employee Referral Program
• Employee Volunteerism Opportunity
• All Mandatory Statutory Benefits

Who we are

Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare. As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.

We're a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 25,000 employees in the Philippines.

Elevate your career with a leading health care company while improving lives.

If this sounds like something you'd be interested in, we'd love to hear from you! Feel free to message us back.

Spotlight

• Cafeteria, Annual leaves, Rewards & recognition, Retirement benefits