1+ months

Sr Telecom Analyst (Genesys preferred)- Telecommute - 908678

La Crosse, WI 54601 Work Remotely
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  • Job Code
    908678

This position is part of the IT Telecom Engineering Team, focusing on quality, efficient day to day management, operation, planning and implementation of the telephony network to support LHIs business operations.

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Youll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

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Primary Responsibilities:

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  • Manage the day-to-day operations of LHI's telephony network, including but not limited to multiple VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, tie line configuration, IVR scripts, analog lines, call accounting software and call recording
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  • Responsible for all components interacting to and from the phone system, performs upgrades and repairs of all switching platforms
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  • Diagnose, resolve and lead telephony systems project/issues of moderate to high risk and complexity from start to finish
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  • Evaluate current telecommunication infrastructure and recommend solutions, vendors and products to improve productivity and customer satisfaction
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  • Maintains and audits services such as long distance and cellular accounts
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  • Routinely monitors telephony systems to identify potential issues, and proactively applies correction actions, informs management of problems or obstacles that may impact deliverables
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  • Coordinates/manages telecom projects, including planning, execution and coordination with vendors and employees
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  • Assists other team members with preparation and upgrade of systems, as well as design, implementation and documentation of various applications and software
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  • Assists in creation of user training documentation, provides user training, as well as additional information necessary for the proper use of the telecommunications equipment
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  • Provides support for telecom service request tickets
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  • Acts as principal contact for telephony carrier services for coordination of repairs, new service and migrations, as well as provides 24x7 supports for critical production systems
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  • Works closely with the other IT Infrastructure Team members and managers, as well as other operations departments to ensure efficiency and effectiveness of the system implementations
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  • Lead, facilitate, and coordinate work activities of others within the work group, team, department or other entities as necessary, assuming the role of project manager for assigned tasks
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Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

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Required Qualifications:

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  • 6+ years of hands on job experience in the telecommunication industry
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  • Strong working knowledge of TCP, VoIP PBX and Call Center systems
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  • Certifications or equivalent experience that shows intermediate or advanced working knowledge of VoIP PBX systems, Automatic Call Distribution (ACD), call center applications and IVR scripting
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  • Ability to perform routine local and remote telephone system, voicemail, contact center, and call recording software administration
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  • Ability to provide 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
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  • Ability to document and maintain the telecom systems environment for operational and planning purposes
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  • Intermediate computer skills including Windows based applications (Word, Excel, PowerPoint, Outlook and Visio.)
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  • Ability to travel to remote locations within the United States or off campus locations- expenses would be reimbursed
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  • United States Citizenship
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  • Ability to obtain favorable adjudication following submission of Department of Defense eQuip Form SF86
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  • If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. Employees must comply with any state and local masking orders. In addition, when in a UnitedHealth Group building, employees are expected to wear a mask in areas where physical distancing cannot be attained
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Preferred Qualifications:

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  • Bachelors Degree in Computer Science, Network Engineering, Information Technology or other related field
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  • Intermediate or advanced experience or knowledge of the Genesys PureEngage platform
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  • Intermediate or advanced experience or knowledge of the NICE inContact WFM/WFO platform
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  • Military Experience
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  • Strong creative and analytical problem-solving skills for design and testing of complex systems
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  • Demonstrated strong oral and written communication skills. Strong customer service orientation with both internal and external customers
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  • Ability to work independently with minimum supervision, and must be able to problem solve and propose solutions in a fast-paced environment
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  • Driven individual who enjoys learning and growing professionally, is goal oriented and collaborates well with other team members
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  • Ability to work on more than one project/task simultaneously, strong analytical thinking and time management skills
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"As a requirement of UnitedHealth Group's contract with the Department of Defense, this position requires U.S. citizenship and proof of favorable adjudication following submission of Department of Defense eQuip Form SF86, (the National Agency Check Legal and Credit or NACLC). Successful completion of the NACLC process is a requirement for continued employment in this role. NACLC processing will be initiated by our TRICARE Security Officer post-offer, and can take 3-6 months for a final decision communication from the Department of Defense. Candidates will be allowed to begin employment with UnitedHealth Group in this role based on an interim clearance, and final results will be communicated as they are received. Failure to obtain final NACLC approval will result in termination from this role.

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Careers with LHI. Our focus is simple. We're innovators in cost-effective health care management. And when you join our team, you'll be a partner in impacting the lives of our customers, and employees. We've joined OptumHealth, part of the UnitedHealth Group family of companies, and our mission is to help the health system work better for everyone. We're located on the banks of the beautiful Mississippi River in La Crosse, Wis., with a satellite office in Chicago and remote employees throughout the United States. We're supported by a national network of more than 25,000 medical and dental providers. Simply put, together we work toward a healthier tomorrow for everyone. Our team members are selected for their dedication and mission-driven focus. For you, that means one incredible team and a singular opportunity to do your life's best work.SM

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Colorado Residents Only: The salary range for Colorado residents is $64,800 to $116,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. As of the date of this posting, In addition to your salary, UHG offers the following benefits for this position, subject to applicable eligibility requirements: Health, dental, and vision plans; wellness program; flexible spending accounts; paid parking or public transportation costs; 401(k) retirement plan; employee stock purchase plan; life insurance, short-term disability insurance, and long-term disability insurance; business travel accident insurance; Employee Assistance Program; PTO; and employee-paid critical illness and accident insurance.

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*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy

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"Diversity creates a healthier atmosphere: UnitedHealth Group 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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"UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords:Sr Telecom Analyst, telecommunication, IVR

Posted: 2021-02-20 Expires: 2021-04-24

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Sr Telecom Analyst (Genesys preferred)- Telecommute - 908678

UnitedHealth Group
La Crosse, WI 54601

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