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
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 has to 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 doyour life's best work.(sm)
Diversity creates a healthier atmosphere: Optum 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.
Optum is a drug-free workplace. © 2021 Optum Global Solutions (Philippines) Inc. All rights reserved.
Job Keywords: Contact Center Applications Analyst, Contact Center, Application Analyst, Analyst, Avaya PBX, Cisco ICM, Genesys, Telecom Analyst, Taguig City, National Capital Region, NCR
