Senior Telecommunication Analyst - Avaya

Requisition Number: 2353769
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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Primary Responsibilities:

• The Telecommunication Engineer is responsible for the installation, support, and maintenance of all Avaya telecommunications, and unified communications system. The engineer evaluates current systems, designs new systems, and works on complex problems where analysis of situation requires in-depth evaluation of various factors
• The Telecommunication Engineer completes assigned tasks of routine to advanced complexity related to projects and technical requests, and provides Tier 1 and Tier 2 support in all areas of the departmental service portfolio
• The Telecommunication Engineer is self-directed once assigned work and functions with considerable independence.
• Provides excellent customer service to all levels of employees including customers, peers, and leadership
• Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department
• Leads by example and acts as backup for certain departmental leadership functions
• Communicates in a professional, positive, and timely manner in person, on the phone, and via electronic means
• Represents the department and company in a positive and professional manner. Participates in the evaluation and estimation of routine work requests and minor projects. Participates in the orientation of new team members
• Adheres to all departmental policies and procedures. Creates, follows, maintains and updates as necessary documentation and checklists to ensure efficiency and consistency. Uses advanced troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer
• Maintains detailed and accurate records in workload management, asset management and administrative applications
• Adheres to deadlines
• Actively maintains education and cross-training on all departmental areas of expertise. Maintains required certifications and attends training when available and appropriate. Leads small inter- and intra-departmental committees and groups as requested by supervisor
• Assists management in identifying opportunities for process improvement within the department. Assists customers with understanding total cost of ownership issues related to network and telecom systems
• Works conscientiously to minimize cost and time requirements in all areas of departmental responsibility
• 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:

• Undergraduate degree or equivalent experience
• 5+ years of Telecommunication Analyst and Engineering experience in an enterprise environment
• 5+ years of hands-on Avaya Aura Platform experience (to include Communications Manager, System Manager, Session Manager, AADS, and Session Border Controllers and Avaya IX Messaging)
• 4+ years of experience with Nice CX One (Scripting and Studio experience required)

Preferred Qualifications:

• Avaya Cloud Office experience
• Ring Central experience
• Other PBX / Call Center Systems
• Knowledge of carrier services and interfaces
• Working knowledge of ServiceNow
• Proficiency with Microsoft Office applications, Windows operating systems and Linux operating systems
• Organizational skills and technical documentation
• Proven ability to think outside the box

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.
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