Routing Engineer

Job Description

This role will support daily operations of enterprise contact center systems, including analysis, design, coding, engineering, testing, debugging, documentation, maintenance, and monitoring. This individual will ensure that business requests are handled quickly, accurately and in alignment with operational needs, while also evaluating new tools, new techniques, automation of common tasks, and building of reusable utilities to drive organizational efficiency. While not a deep IT development role, the position requires strong system administration, troubleshooting, and problem-solving skills, while also building quality into every output driven by a passion around technology and solutions.

Job 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 a quick turnaround for business requests while maintaining quality output and a manageable backlog
• Perform other related duties as assigned

Job Qualifications

• Bachelor's degree or equivalent in an Information Technology related field
• 5+ years' 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:

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

o   NiCE CXOne (Studio, WFA, ACD, Mpower, Orchestrator)

o   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 integration
• Other helpful experience: Splunk, NiCE IEX, Salesforce

What we offer

• Market Competitive Pay Levels
• Retirement Plan
• Medical Plan (HMO) from Day 1 of employment
• Dental, Medical, and Optical Reimbursements
• Life and Disability Insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Tuition Fee Reimbursement
• Employee Assistance Program (EAP)
• Annual Performance Based Merit Increases
• Employee Recognition
• Training and Staff Development
• Employee Referral Program
• Employee Volunteerism Opportunity
• All Mandatory Statutory Benefits

Who we are

Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.

As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.

We're a diverse team with operations across North America, South America, Europe, Asia Pacific and the Middle East. This includes our over 14,000 employees in the Philippines.

Elevate your career with a leading health care company while improving lives.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that's dedicated to Caring. Connecting. Growing together.