UnitedHealth Group is among the most ambitious Fortune 25 companies you'll ever meet. Through our family of businesses, we're working to make the health care system perform better for more people, in more ways than ever.
Simply put, we think the entire system can be greater than it's ever been. And that drives us to work harder, aim higher, and expect more from one another.
Here, you'll be empowered to make an immediate impact for millions of others. And you'll achieve more than you ever expected. How does that fit with your plans?
Voice/Data Network Analyst - Plymouth, MN-314114
UnitedHealth Group is an innovative leader in the health and well-being industry, serving more than 55 million Americans. Through our family of companies, we contribute outstanding clinical insight with consumer-friendly services and advanced technology to help people achieve optimal health.
Description UnitedHealth Group IT provides a diverse and comprehensive array of application design and infrastructure services designed to advance improved health and well-being for our customers, and to benefit UnitedHealth Group employees across the enterprise. Comprised of the Application Services Group, Enterprise Technology Services Group and the IT Business Services Group, UnitedHealth Group IT has over 7,000 internal and external resources across the globe, and offices in California, Connecticut, Minnesota, New Jersey, South Carolina, Wisconsin and India.
Primary Responsibilities:
- Incident Management:
- Provide 24x7 support for the VCC infrastructure support by the Network Services Contact Center team
- Assist in troubleshooting efforts when incidents occur
- Contribute to root cause analysis for recurring or major incidents
- Manage and execute activities related to remediation plans
- Change Management:
- Plan and track maintenance activities for the Contact Center infrastructure
- Conduct maintenance activities to include, installs, upgrades, patches, etc
- Develop, publish and execute appropriate test plans related to scheduled maintenance
- Infrastructure Build:
- Assist engineers in design and planning of infrastructure additions or enhancements
- Coordinate vendor activity related to infrastructure builds
- Execute activities associated with infrastructure builds/changes
Qualifications Qualifications:
Required:
- 3+ years technical experience in a call center technology environment with applications such as CTI, IVR, Predictive Dialing, Workforce Management, Call Recording, and Speech Analytics
- 2+ years experience installing / configuring Cisco ICM
- 2+ years experience with Windows Server 2003 and Windows applications
Assets:
- Proven ability to learn quickly
- Strong technical, analytical, and problem solving skills
- Experience with the following vendors preferred: Cisco, Avaya, Autonomy Etalk, and IEX
- Excellent communication and interpersonal skills
- Undergraduate degree or combination of education and experience
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.
Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. |
