Enable America Jobs

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 make 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.

Primary Responsibilities :

• MAC support (Extensions, Agent IDs, Skill, VDN, Vector etc)

• Creation of New call flow based on operations requirements

• Voice mail configuration

• SIP Profile creations for Avaya Workspace and Avaya Aura Agent for Desktop in SM

• Doing daily checklist of all voice devices

• Configuring trunk groups, DS1 Board and Signaling groups

• Call routing configurations in SBCs.

• Working on break fix tickets and fair trouble shooting skills

• Assigning and maintaining of DID’s

• Phone Firmware upgradations for both H.323 and SIP Phones

• Must play pivotal role in designing, implementation, documentation, project management and handover of the projects to the technology team for business-as-usual support

• Plan, design, implement, and maintain the organization's voice infrastructure to meet business needs and ensure optimal performance

• Set direction and priorities for infrastructure projects, improvements, and other enhancements

• 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:

• 5+ years of telecom platform migrations from cisco to Avaya

• 5+ years of work experience with call quality issues in VOIP environments

• 5+ years of operational skills in Avaya Communication Manager, Call platform migrations (cisco to Avaya), New call platform implementation, Project delivery, Call System Manager, Session Manager, Session Border Controller, AES, AMS, Media Gateways etc.

• Experience in project delivery and new voice project implementation

• Experience in designing, implementing, configuring, and supporting Avaya telephony solutions in a corporate environment

• Experience in working with telephony technologies like SIP trunk providers, PBX integrations or CTI integrations would be beneficial

• Knowledge of Wireshark, network sniffs, etc.

• Having knowledge on Avaya CM, SM, SMGR, SBC, Gateways, Port Networks and Media Servers

• Working knowledge on logical partitioning, SIP trunk, PBX management etc.

• Ability to collect and analyze packet trace information. Create reproduction of customer environments in Avaya

• Ability to document details of troubleshooting steps for newly identified issues or enhancements for future references

• Ability to monitor and troubleshoot the Avaya systems to identify and resolve issues related to call routing, voice quality, system availability, and performance

• Ability to configure and managing telephony features such as call routing rules, call forwarding, voicemail integration, conference bridges, automatic call distribution (ACD), etc.

• Ability to manage user accounts and extensions in the Avaya system, including provisioning new users and modifying existing configurations as per business requirements

• In-depth knowledge of Avaya telecommunications products such as Communication Manager (CM), Session Manager (SM), System Manager (SMGR), Session Boarder Controller (SBC), AES, Media Gateways and Media Servers and associated components

• Proficiency in troubleshooting complex issues related to call routing, voice quality degradation, telephony features, and integrations with third-party applications/systems

• Solid understanding of IP networking principles (TCP/IP), VLANs, QoS for voice traffic optimization within LAN/WAN environment

• Good analytical and problem-solving skills to diagnose issues efficiently and propose appropriate solutions or workarounds

• Solid communication skills to collaborate effectively with technical teams as well as non-technical end-users regarding telephony-related matters.

• Should be forward looking and have good industry trends and forthcoming technologies in the voice arena like Omni channel capabilities, chatbot, speech analytics, virtual assistant, Nice CX Once and Amazon Connect etc.

Preferred Qualifications:

• Avaya Breeze and Nice CXone

• TASKE and IX Messaging

• Collaboration platform experience like Teams, Jabber, etc.

• Familiarity with SIP protocols, H.323 gateways/routers configuration

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity 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. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.