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Senior Telecommunication Analyst PBX/Cisco ICM

Optum Global Solutions India Private Limited
Experience : 3 to 4 Years
Location : Hyderabad
Job Role : Others
Posted on 14 Jan 20
Job is expired
Job DescriptionLast Date 13 Mar 20
Senior Telecommunication Analyst (PBX, Cisco ICM)

Hyderabad, TS (858659)

Preferred Qualification: Project management experience

Required Qualification:

  • 3-4 years of experience in working in a call center
  • 2-3 years of experience with Cisco Intelligent Contact Management product
  • Strong business, operational, and procedural knowledge of a call center
  • Experience in development of documentation (process flows, SOPs, etc.)
  • Proficiency with MS Office (e.g., Word, Excel, Access, PowerPoint)
  • Technical understanding of telecom hardware (e.g., PBX, ACD, IVR)
  • Avaya CMS, Cisco Unity, Exposure to Agile Methodology

Primary Responsibilities: 

  • Design system requirements for Service Center routing initiatives
  • Translate business requirements into detailed system requirements for ICM, PBX, IVR, and Carrier systems
  • Support infrastructure upgrades, patches, and load tests in terms of testing, monitoring, and reporting
  • Review all technical team deliverables for completeness and quality to ensure that all business goals will be achieved
  • Participate in call routing optimization from cost and quality perspectives
  • Assist in development of project implementation timelines
  • Project management of call routing initiatives
  • Code PBX /ICM system based upon defined business requirements
  • Code all necessary components of the Avaya system
  • Develop appropriate call scripting to ensure business goals are met
  • Build administrative functionality within ICM and/or PBX system such as hours of operation, holiday call handling, business continuity/emergency routing, etc.
  • Develop and execute test plans for call routing initiatives
  • Write all necessary test cases to ensure system development completeness and quality
  • Develop and execute User Acceptance Testing plan for call routing initiatives
  • Provide daily ongoing support for call routing
  • Provide 24-hour ICM/PBX scripting/configuration support, as required
  • Evaluate and document call routing for operational gaps/enhancement opportunities
  • Coordinate activities with the other departments and outside vendors regarding call flow development
  • Work with Business Units, Optum Technology, part of the UnitedHealth Group family of businesses, Service Towers, External Vendors and other necessary parties to coordinate testing and deployment activities related to call routing initiatives
  • Develop effective monitoring tools for the NOC to ensure consistent and accurate business goals and achieved
  • SQL Query Support
  • Create and run SQL queries for both simple and complex reporting requirement and summarize data in Excel pivot table format

Job Type : Full Time
Interview Type : Face to Face Interview
Company Description
The Optum Ireland, part of the UnitedHealth Group family of businesses, Automation Centre of Excellence is an exciting new venture that’s passionate about process automation. We support the organization through the delivery of automation solutions, using existing, new and emerging technologies to enhance savings, improve productivity and quality and reduce cost.
Job is expired
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