Contact Center Systems 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.

Primary Responsibilities:

• Manage toll free and DID numbers (new orders, changes, decommissioning)
• Build and adjust inbound call flows to route calls to the correct queue/agent/skill group
• Support IVR messages, voicemail scripting, and urgent recording updates via TTS and/or wave files
• Manage user accounts in contact center systems, including access control, skills, queues, and profile updates
• Configure and monitor outbound dialer campaigns end to end including caller ID, and spam mitigation
• Standardize contact center settings such as call scripts, call types, routing rules, favorites, and screen pops
• Create and maintain clear documentation and change control of system config, processes, and handoff
• Work with other SMEs to troubleshoot, resolve, RCA, and document support tickets and configuration issues
• Partner with QA, workforce management, training, operations, and business to align on requirements
• Provide quick turnaround for business requests while maintaining quality output and a manageable backlog
• Perform other related duties as assigned

Required Skills and Qualifications:

• Bachelor's degree or equivalent in an Information Technology related field
• 5+ years of experience in system administration or development of contact center systems

• Hands-on experience with at least one of the following systems, including the associated technologies:

• Amazon Connect (AWS Lambda, Lex, IAM, CloudWatch, S3)

• NiCE CXOne (Studio, WFA, ACD, Mpower, Orchestrator)
• Genesys Engage On-Prem (URS, IRD, GAX, GRAT, Composer, WWE)
• Understanding of telephony concepts including VoIP, SIP, SIP Clusters, and SBCs
• Strong experience in designing and building call flows and routing concepts within contact center systems
• Experience supporting inbound, outbound, and multi-channel operations
• Proficiency with Microsoft business tools: SharePoint, OneNote, Word, Excel, Visio, Teams
• Ability to work as part of a larger team, adhere to priorities, and provide clear requirements and handover
• Experience working in agile environments, including familiarity with work tracking tools such as Rally
• Strong analytical skills and the ability to evaluate business requests for operational appropriateness
• Highly adaptable and comfortable managing frequent changes in priorities, processes, and project scope

Preferred Skills:

• Experience with more than one contact center platform is ideal (Connect, CXOne, Engage, Cloud CX)
• Data: ETL, MS SQL Server, EventBridge, Snowflake, MongoDB, Amazon Kinesis, Amazon Athena
• Voice: VXML, TTS, ASR, Amazon Polly, Amazon Comprehend
• Programming & Scripting: JavaScript, JSON, Python, GraphQL, SCXML, RESTful principles, system integrations
• Other helpful experience: Splunk, NiCE IEX, Salesforce

Open to Optum Sites in Muntinlupa, Taguig, Quezon City

Hybrid

Mid Shift work Schedule from 5:30PM PHT to 2:30AM PHT

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 must 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 do your life's best work.