Senior Software Engineering Lead – Genesys on Prem and CXOne

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:

• Operational support including Outage Management, Incident triaging, enhancing & automating monitoring Capabilities
  
• API Development and integration proficiency in working with IEX Cloud API’s such as REST APIs to extract real time and historic data
  
• Be able to design, implement and enhance existing monitoring WFM IEX capabilities using Grafana, Splunk, Zabbix monitoring tools
  
• Continuously monitor the performance and health of WFM systems to ensure they are running optimally. This includes identifying and addressing any potential issues before they impact operations
  
• Analyze workforce data to identify trends, inefficiencies, and areas for improvement. Provide actionable insights to management to help optimize workforce planning and scheduling
  
• Assist with the integration of WFM systems with other enterprise applications, ensuring seamless data flow and interoperability
  
• Develop and maintain custom reports to meet the specific needs of the organization. This includes creating dashboards and visualizations to help stakeholders understand workforce metrics
  
• Ensure that the WFM systems comply with relevant regulations and security standards. Implement measures to protect sensitive workforce data
  
• Liaise with WFM software vendors to resolve technical issues, request enhancements, and stay updated on new features and best practices
  
• Implement real time integration techniques like WebSocket connections to subscribe IEX data feeds for low latency & event driven applications
  
• Problem solving and troubleshooting including conducting RCAs& implementing preventive actions
  
• Communicate with customers directly to:
  
  • Analyze and understand the customer’s technical environment
    
  • Analyze and understand the customer’s data, such as trends, traffic, configurations issues
• 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:

• Graduate degree or equivalent experience
• 8+ years of NICE IEX WFM operational support / Troubleshooting experience using various monitoring tools
  
• Knowledge of Real time Adherence, Intradiem, My Metrics applications
  
• Knowledge of integrations of WFM IEX with different contact center infrastructure (On-Prem & Cloud based)
  
• Knowledge of Incident Management, Outage Management, Problem Management
  
• Demonstrated expertise in managing Major Incidents & exhibit operational efficiency through standardization, process improvement and simplification
  
• Demonstrated ability to participate in on call Rotation
  
• Demonstrated solid analytical ability to address complex and logical problems effectively
  
• Demonstrated ability to contribute to the knowledge base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers
  

Preferred Qualification:

• Knowledge/Certification of NICE WFM/Verint KCMC

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.