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Contact Center Engineer-Omni-Channel Solutions - Plymouth, MN

06/20/2018Call Center
Job Location:
Plymouth, MN
Metro Area:
MN - Minneapolis
Company Name: UnitedHealth Group
Website:  Click to Visit
UnitedHealth Group
The Contact Center Services (CCS) team is transforming our contact center infrastructure through a multi-year program entitled Omni. The Omni program provides a platform level technical refresh for the delivery of inbound customer calls to ~75,000 agents globally. It will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types. In this critical role, you will design, build, and support our Call Center Technologies (including core and advanced routing systems, IVR, V-IVR, Call Recording, End Points, Digital Channel capabilities, Call Recording, Outbound, Virtual Hold, etc.).   Primary Responsibilities: Gather requirements from business partners Design solutions to meet/exceed business requirements Obtain alignment on solution architecture Work within an Agile team to build solutions Define all System KPIs Ensure systems are fully monitored and automated following CI/CD principles Drive continuous improvement and automation of systems to ensure high performance, availability, and scale for our enterprise Provide Tier 3 support for solutions


Required Qualifications: 5 + years of experience with Contact Center technology 3 + years of experience with Genesys or i3 Contact Center Solutions 5 + years of Telecommunications experience 5 + years of experience working with SIP/VoIP based applications Undergraduate degree in applicable area of expertise or equivalent experience Preferred Qualifications: SQL and Oracle dB MS and LINUX OS VMware Java and/or .NET programming Undergraduate degree in Computer Science or related area Optum is a diversified health services and innovation company where data, technology, people and action combine to make great things happen every day. Join us. Learn more about how you can start doing your life's best work.(sm)     Diversity creates a healthier atmosphere: UnitedHealth Group 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.   UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.     Job Keywords: Contact Center Engineer, Omni, Channel Solutions, SQL, Oracle dB, MS, LINUX OS, Genesys, i3, telecommunications, MN, Plymouth, Minnesota
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