Senior Tech Support Consultant

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

Production Control is a OMNICHANNEL SUPPORT TEAM.

This team is responsible to maintain stability in production environment and work on Outage/RCA management, Incident Management, Monitoring and Alerting. Apart from this end-to-end business process activities related to the ongoing migrations and support of the OMNI/Genesys/NICE CX One/Amazon Connect/Live Person telephony system across multiple LOB’s and collaborate with Dev team and other stakeholders to ensure the team delivers value to the business and ensures a best-in-class customer experience.

Primary Responsibilities:

• Product level knowledge
• Provide support for P1 and P2 issues
• Communication and Outage Management
• Identify, Coordinate, Document RCA for P1 and P2 issues
• Update KT for any new Issues and set up process to proactive alert and fix for issues
• Identify any potential issues in Routing, WWE, Digital, Platform and propose the fix/solution with team.
• Should be able to corelate Impact with any issues ongoing in the environment
• Monitor the Changes scheduled and look for any potential impact which could be caused
• Day to day activities involves working P3-P5 Tickets, Monitoring and Alerting, address and coordinate with Infrastructure, Helpdesk , address and ack escalations
• Work on Reviewing changes with SMEs
• 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
  Required Qualifications:

Required Qualifications:

• 5+ years experience in Genesys
  • SIP Cluster, SIP
  • ORS, URS, Composer, SCXML
  • WWE, WDE
  • CHAT, GMS
  • GRE, GRAT
• 3+ years experience in Amazon Connect
  • Cloud Watch
  • Log Insights
  • Connect Flows
  • Agent CCP
  • Lambda 
• Solid communication Skills both Written and Verbal
• Multi-task in a complex production environment
• Genesys Framework and Troubleshooting knowledge
• Midlevel DB and Linux/Unix Skills
• Should be ready to work in Multi Shift On-Call Rotation Model

Preferred Qualifications:

• EMAIL, SMS, Callback
• Splunk
• Informant, SQL

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location and income – deserves 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 – an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity 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.

Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.