IT Telecommunications Engineer (NICE Call Recording)- Basking Ridge, NJ, Horsham, PA, Raleigh, NC, Hartford, CT and Plymouth, MN
Basking Ridge, NJ

Job Description

This position will provide design, implementation, and technical support of UnitedHealth Groups Call Center technologies. Candidate will need to be proficient in various call center technologies specifically NICE Product Suite. Focus will be in the continuous improvement and automation of systems to ensure high performance, availability, and scale for our enterprise.

Principal Duties and Responsibilities

* Maintain enterprise telephony hardware and software.
* Provide input to Design & Build functions of Telephony Environment
* Analyzes telecommunication functions of the organization and makes recommendations.
* Installs, moves, and modifies telecommunications and related equipment according to job specifications, standards, and procedures.
* Diagnoses and repairs hardware and Software in Telephony Environment
* Leads installations and upgrades of telephony systems.
* Develops documentation to support current and to test planned equipment configurations.
* Provides on-the-job training to user or other technical personnel.
* Performs daily maintenance checks and insures proper escalation and resolution to challenges found.
* Ongoing daily support of voice/data activities including rotational on-call duty.
* As required by changing business needs, complete additional responsibilities as assigned.



Qualifications:

* 3 or more years' experience/certifications for NICE Call Recording product suite (NIM 4.1, Engage 6.x)


* 2 or more years' experience with call recording analytics


* 3 or more years' experience supporting telephony systems within large to very large enterprise environments that include multiple site locations


* Bachelor's degree in computer science, or a related technical field



Preferred Experience/Assets:

* RTI/APA, Real-Time Voice Authentication, QC, Nexidia


* Telephony/CTI experience/certifications: Genesys T-Server/SIP Server, Cisco ICM, Avaya CM/AES 5.x-7.x, SBC (ACME/Oracle/OCCAS) and advance knowledge on IP phones communication


* Networking troubleshooting skills (including analyzing IP network traces using networking tools, example Wireshark)


* Knowledge on telephony audio and signaling protocols: SIP


* Experience in IT (Network and system) that worked on Server issues mainly (Windows Operations Systems 2008, 2012).


* SQL experience.


* Experience and understanding of troubleshooting server performance issues.


* Prior experience with VOIP, IP networking and PBX systems.


* Experience with SIP trunks and Session Boarder Controllers.



Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM

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.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.