Location
Bloomington, MN | United States
Job description
The Voice Engineering Sr. Analyst is a component of the Collaboration Technology Services organization that is part of Cigna's Information Technology Infrastructure function. This team is responsible for enterprise voice projects, planning and complex implementations. The team operates at a significant scale, supporting over 75,000 connected endpoints in a Cisco Telephony environment.
Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.
Responsibilities
- Within a collaborative team environment, provide advanced and complex support of Cigna's Cisco IPT environment (Webex Calling, UCM, CUC, Expressways)
- Collaborate with other engineers around projects, growth, migrations, upgrades and other planned work.
- Work in Service now to put in changes to cover project and configuration work.
- Potential for travel to sites needing project work completed.
- Execute voice engineering tasks for real estate projects including site configurations, contact center setup, hardware installation, and collaboration with business partners to ensure site needs are met Collaborate across operations and engineering teams as required.
- Manages non-funded projects to completion by gathering business requirements, designing deployment schedules, engaging with the customer, and completing complex configurations
- Collaborate with offshore teams and internal business partners to deliver Cisco MRA telephony solutions
- Improve adoption and proactively reduce incidents by developing training materials and support scripts
- Troubleshoot escalated issues using network monitoring tools and log analysis, and engaging vendor support
- Analyze, manipulate, and create visualizations for complex data that assists in leadership decision-making
Qualifications - High School diploma: Bachelor's degree preferred.
- Minimum 1-3 years expertise Implementing and Supporting Voice Technologies in a large scale, multisite environment.
- Extensive experience with VoIP technologies, voice network design, and troubleshooting escalated incidents
- Knowledge of Cisco's collaboration platform, including Cisco's cloud solutions
- Understanding of the Agile Framework
- Experience with Cisco Telephony (Webex Calling, UCM, CUC, Expressways) as well as basic Network knowledge.
- Experience with proactive monitoring tools and automation is essential i.e., Splunk, Prognosis, RTMT.
- Experience within Webex Control Hub
- Incident & Problem Management: Experience to lead or assist with escalations from support teams to resolve complex technical issues,
- Experience with SIP and Video End Points.
- Experience troubleshooting Voice telephony service providers.
- Experience with Service Now.
- Excellent customer service skills and ability to manage multiple priorities.
- Excellent interpersonal skills to effectively communicate with diverse, cross-functional teams including staff at all levels of the organization including both technical and non-technical personnel.
- Ability to work independently with general supervision.
- Ability to maintain an operational awareness of the voice infrastructure, engaging proactively to resolve system issues or investigate potential unhealthy symptoms.
- Flexibility to periodically work past normal business hours.
- Flexibility to periodically travel during week and potentially over weekends.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About The Cigna Group
Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email:
[email protected] for support. Do not email
[email protected] for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
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