Senior Software Engineer

4 days ago


Taguig, National Capital Region, Philippines Optum Full time

Optum Taguig, National Capital Region, Philippines

Senior Software Engineer

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.

Production Control is an OMNICHANNEL SUPPORT TEAM. This team is responsible for maintaining stability in the production environment and working on Outage/RCA management, Incident Management, Monitoring and Alerting. Apart from this, end-to-end business process activities related to the ongoing migrations and support of the OMNI/Genesys/NICE CX One/Amazon Connect/Live Person telephony system across multiple LOB's and collaborate with the Dev team and other stakeholders to ensure the team delivers value to the business and ensures a best-in-class customer experience.

Primary Responsibilities:

  • Product level knowledge
  • Provide support for P1 and P2 issues
  • Communication and Outage Management
  • Identify, Coordinate, Document RCA for P1 and P2 issues
  • Update KT for any new Issues and set up process to proactively alert and fix issues
  • Identify any potential issues in Routing, WWE, Digital, Platform and propose the fix/solution with the team.
  • Should be able to correlate Impact with any issues ongoing in the environment
  • Monitor the Changes scheduled and look for any potential impact
  • Day-to-day activities involve working P3-P5 Tickets, Monitoring and Alerting, addressing and coordinating with Infrastructure, Helpdesk, addressing and acknowledging escalations
  • Work on Reviewing changes with SMEs
  • Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives.

Required Qualifications:

  • 5+ years experience in Genesys
  • ORS, URS, Composer, SCXML
  • WWE, WDE
  • CHAT, GMS
  • GRE, GRAT
  • 3+ years experience in Amazon Connect
  • Connect Flows
  • Agent CCP
  • Lambda
  • Solid communication Skills both Written and Verbal
  • Multi-task in a complex production environment
  • Genesys Framework and Troubleshooting knowledge
  • Midlevel DB and Linux/Unix Skills
  • Should be ready to work in Multi-Shift On-Call Rotation Model

Preferred Qualifications:

  • EMAIL, SMS, Callback
  • Splunk
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting and Technology, Information and Media

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