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 makes 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.
As an Engineer Analyst, you will play a crucial role in supporting our voice platform and ensuring seamless communication for our employees. You will be responsible for managing customer relationships, providing technical support, and collaborating with internal teams to improve processes. Your expertise in telecommunication systems and project management will be essential in delivering high-quality service and maintaining customer satisfaction.
Primary Responsibilities
- Voice platform support to employees during US daytime Hours 8CST - 4CST
- On-Call support rotations likely every other month 1 week US daytime hours
- Ownership over customer relationship, Customer outreach
- Responsible for contacting and aligning customers with their future update
- Ensure engagement with admins and testing functionality after implementation
- Persistent communication and follow-up with customers to ensure efficient project close out
- Customer support via our community - answering questions, tracking feedback, and gaining insight from engineers on solutions
- Collaborate with internal business partners to improve and streamline processes.
- Communicate with customers and internal departments to process orders/requests, resolve issues, and provide updates on progress.
- Operate multiple systems to establish, update, and retrieve customer service data while simultaneously working with customers and/or company employees.
- Maintain accurate records of all MACD activities, including provisioning emails, service requests, and system updates.
- Identify and resolve issues related to telecommunication services, ensuring minimal disruption to customer operations.
What skills/attributes are a must have:
- 2+ years experience in leading a team, with strong interpersonal and communication skills.
- 3+ years of experience in managing projects, including planning, execution, and monitoring. Familiarity with project management methodologies and tools (i.e. Swift Kanban, Rally, etc.)
- 3+ years of experience and proficiency in supporting and administering telecommunication systems such as Cisco Call Manager, Webex Calling, Microsoft Teams, and other related platforms.
- 3+ years of experience in technical support or a related field.
- Excellent communication and collaboration skills.
- Ability to provide clear documentation and training.
- Experience with ServiceNow or similar platforms is a plus.
- Strong analytical and troubleshooting skills to resolve telecommunication issues promptly.
- Proven ability to lead a team, with strong interpersonal and communication skills.
- Experience in managing projects, including planning, execution, and monitoring. Familiarity with project management methodologies and tools
Nice to Have:
- VMWare Virtualization Technologies
- Azure Active Directory, Azure Fundamentals
- PowerShell
- Python
- SIP Trunking and Session Border Controllers
Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So, when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care must go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.
