Job Description :
Primary Responsibilities:

Manage highly functional Agile SRE team

Build and maintain Optum call routing by utilizing ICM, Avaya PBX Build and maintain Avaya CMS skills and VDNs Provide input to Design & Build functions of Telephony Environment Provides on-the-job training to user or other technical personnel Ongoing daily support of voice/data activities As required by changing business needs, complete additional responsibilities as assigned Resolve assigned cases following documented case management life cycles processes Meet individual and team goals and service levels Resolve discrepancies by executing data changes through a standardized life cycle Analyzes data from Salesforce and ICM to identify and resolve data discrepancies Performs data entry to complete adjustments to ICM and/or Salesforce Work with technology liaisons to monitor, document, and troubleshoot system integration errors Create reports to identify data discrepancies and prepare files for resolution Complete multiple service cases a day and coordinate with lead for prioritization of tasks Document procedures Perform daily, weekly and monthly maintenance processes Provide assistance and guidance to the team responsible for maintaining the configuration of all the Genesys environments Modifies Genesys system configuration based on business requirements and other factors

Required Qualifications:

7+ years of experience in architecting, deploying and supporting
7+ Enterprise call routing delivery solutions
3+ years of experience with telephone switch programming on an Avaya and
3+ Cisco platforms years of experience with VOIP, IP networking and PBX
3+ systems years of experience with large to very large enterprise
3+ environments that include multiple site location
Preferred Qualifications:
Avaya Site Admin
Cisco ICM
AT&T Route IT
IVR Configuration/Setup Experience and the ability to learn a proprietary IVR infrastructure Agile Methodology Trained