Telecommunications Specialist
6 days ago
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our team is dedicated to connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. We strive to create a culture guided by diversity and inclusion, where talented peers, comprehensive benefits, and career development opportunities thrive.
The Telecommunications Analyst will perform operational duties to support OptumServe's telephony network, including multiple VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, IVR scripts, analog lines, call accounting, and call recording. This role will work on Contact Center and Enterprise Voice Telecommunication services with duties that include implementation, support, and technical analysis of hardware, software, or networks.
Key Responsibilities:- Provide end-user telecommunication and Contact Center technical support and provisioning
- Participate in repairs, new service builds, migrations, and provide supports for critical production systems
- Offer explanations and interpretations within area of expertise
- High School Diploma/GED (or higher)
- 3+ years of IT experience
- 3+ years of Mitel experience
- 3+ years of hands-on job experience in the telecommunication industry
- Intermediate level of proficiency with computer skills including Windows based applications (Word, Excel, PowerPoint, Outlook, and Visio)
- Experience with administration and troubleshooting of Mitel Contact Center Client, Ignite, and Your Site Explorer
- Experience with administrating and troubleshooting Nice CXOne on a FedRamp platform
- Ability to be on call after business hours & weekends on a rotational basis
- Experience providing level II technical support for work order request tickets on voice communication equipment in a timely fashion with minimal supervision and in a well-organized manner
- Knowledge of PBX and Call Center systems
- Genesys experience
- NICE Systems experience
- Strong customer service orientation with both internal and external customers
At Optum, we believe everyone deserves the opportunity to live their healthiest life. We strive to create a culture that is guided by diversity and inclusion, where talented peers, comprehensive benefits, and career development opportunities thrive. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
Optum is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
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