Infrastructure Engineering Senior Advisor - Evernorth Health Services

Infrastructure Engineering Senior Advisor Duties Overview

As the ICM Engineer, you will play a pivotal role in bridging communication and collaboration among various teams within the Contact Center Application & Architecture Engineering divisions.

This includes close interaction with Product Management, Shared Services, Engineering, and Operations teams to ensure seamless coordination and alignment of objectives.

You will become an essential member of an Agile team dedicated to the development, enhancement, and maintenance of Cigna's Cisco ICM call routing applications.

Your extensive technical expertise and industry experience will be instrumental in crafting innovative solution designs that are not only effective but also easily supportable and scalable.

This position demands a proactive approach to problem-solving and a keen understanding of best practices in application engineering to optimize performance and reliability within our call routing infrastructure.

Emphasizing a commitment to continuous improvement, you will actively participate in all phases of the software development lifecycle, collaborating closely with stakeholders to gather requirements, design systems, and deliver high-quality products that meet the evolving needs of the organization.

Your contributions will be critical in ensuring our applications are robust, secure, and capable of adapting to future challenges.

Responsibilities:


* Collaborate intimately with the Engineering team to design, develop, and implement rapid call routing solutions that effectively address the evolving demands of the business.


* Conduct thorough assessment and prioritization of project intake and delivery, ensuring alignment with both business objectives and customer impact, while maintaining a focus on strategic initiatives.


* Foster continuous professional development within the contact center call routing operations team, aimed at enhancing skill sets and promoting versatility in handling diverse challenges.


* Deliver exceptional tier 2 technical support for contact center routing, with a commitment to high availability through rotational on-call support 24/7/365, ensuring reliable assistance and swift resolution of complex issues.

Qualifications:


* High School Diploma or equivalent; bachelor's degree.


* Over 10 years of robust experience in Contact Center operations, demonstrating a comprehensive understanding of industry best practices and customer service excellence.


* More than a decade of specialized expertise in Cisco Unified Contact Center Enterprise, with a proven track record in implementing and optimizing solutions.


* Proficient in configuring and scripting within Cisco Intelligent Contact Manager (ICM) in large, complex environments, showcasing an ability to tailor solutions to meet specific business needs.


* In-depth technical knowledge of Call Center Routing across both Cisco CVP and Avaya platforms, coupled with strong capabili...