Job Description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities:

• MACD support (Extensions, Agent IDs, Skill, VDN, Vector etc)
• Doing daily check list and system monitoring
• Assigning and maintaining of DID\xe2\x80\x99s
• Collect and analyze packet trace information. Create reproduction of customer environments
• Document in detail of troubleshooting steps for future references
• Monitoring and troubleshooting the Avaya systems to identify and resolve issues related to call routing, voice quality, system availability, and performance
• Configuring and managing telephony features such as call routing rules, call forwarding, voicemail integration, conference bridges, automatic call distribution (ACD), etc.
• Managing user accounts and extensions in the Avaya system, including provisioning new users and modifying existing configurations as per business requirements
• Collaborating with network teams to ensure proper integration of Avaya systems with the underlying network infrastructure (LAN/WAN) for optimal voice quality and performance
• Implementing security measures to protect the integrity of the Avaya systems by configuring access controls and other security settings
• Assisting end-users with telephony-related issues or requests, providing timely resolution or guidance, and escalating complex issues to higher-level support if necessary
• Documenting system configurations, procedures, and troubleshooting steps for future reference or knowledge sharing within the team
• Keeping up to date with industry trends, best practices, and new releases from Avaya through self-learning or training opportunities
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Eligibility
To apply to an internal job, employees must meet the following criteria:

• IJP is applicable only for SG25 & SG26
• The candidate should have completed 12 months in the current role
• The candidate should not be on any active CAP/ PIP
• The performance review of the candidate has to be ME & Above in the last common review

Required Qualifications:

• Sound knowledge on Avaya CM, SM, SMGR, SBC, Gateways, Port Networks and Media Servers
• In depth communication skills to be able to provide technical knowledge transfers to end users as well as technicians
• Ability to work remotely to resolve customer issues by utilizing your skills, knowledge and experience with call quality issues in VOIP environments
• Creation of New call flow based on operations requirements
• Good understanding on call flows
• Voice mail configuration
• Configuring trunk groups, DS1 Board and Signaling groups
• Good knowledge on T1 and E1 lines
• Call routing configurations in SBCs
• Working on break fix tickets and fair trouble shooting skills
• Knowledge of Wireshark, network sniffs, etc.
• Phone Firmware upgradations for both H.323 and SIP Phones
• Avaya Soft Clients (One-x, Avaya Agent for Desktop & IX Workspace)
• Avaya Hard Phones (16xx, 96xx, J Series and K Series)

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone\xe2\x80\x93of every race, gender, sexuality, age, location and income\xe2\x80\x93deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes \xe2\x80\x94 an enterprise priority reflected in our mission.

UnitedHealth Group