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ID #21592861
State Texas
City Fortworth
Job type Permanent
Salary USD TBD TBD
Source UnitedHealth Group
Showed 2021-10-23
Date 2021-10-22
Deadline 2021-12-20
Category Systems/networking
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Five9 Telecommunications Analyst - Fort Worth, TX or Remote

Texas, Fortworth, 76101 Fortworth USA

Vacancy expired!

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm) The

Five9 Telecommunications Analyst will be a Unified Communications Specialist responsible for administration of the VCC agent call center environment operating on Five9s platform and supporting other VOIP and collaboration platforms. The administrator will be cross trained to understand the company, its trends, revenue and customer service expectations, workforce management and other aspects relevant to the decision-making process of the business. You'll work in the office if local to Fort Worth, TX. If you are not local to Fort Worth, you will telecommute as you take on some tough challenges. Duties include creating new inbound/outbound campaigns, IVRs, and external system connectors. This will also include uploading & downloading files into and from the calling platform, campaign monitoring, reporting and providing call center managers with insight into performance and improvement opportunities.

Primary Responsibilities:
  • Manage performance of overall system
  • Provide monitoring of dropped calls, abandoned rates and other metrics deemed necessary to optimize call handling processes
  • Respond to user reported issues via existing ticket system and process, troubleshoot with Call Center Agents and Supervisors experiencing problems or inefficiencies
  • Explore and expand on the existing calling platform including automation and integration opportunities
  • Create and implement new campaigns
  • Record audio messages for Intelligent Voice Routing (IVR) announcements and communicate with management daily to define, monitor & implement strategies and initiatives
  • Generate reports, configure report automation and scheduling as necessary
  • Perform add, change, and remove requests
  • Support other telephony systems, including POTS lines, faxing services, Fuze telecommunications platform, and Microsoft Teams.
  • Identify and retrieve archived call recordings for training and compliance initiatives
  • Carry out other daily tasks associated with ensuring the Company's ongoing success with use and effective application of the Call Center Telephony platform
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:
  • 3+ years of advanced Five9 administration experience
  • Knowledge of call center operations and associated metrics
  • Understanding of VOIP platforms and underlying infrastructure
  • Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

Preferred Qualifications:
  • Familiarity with networking infrastructure
  • Experience with Yealink, Polycom and other hardware
  • Knowledge of telephony systems and protocols, including POTS, ISDN, PRI Circuits, SIP, PSTN, VOIP
  • Understanding of telephony standards such as LNP, CNAM, Stir/Shaken, etc.
  • Experience with Microsoft Teams and Teams Room Systems

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 UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status. All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $25.63 to $45.72. The salary range for Connecticut / Nevada residents is $28.27 to $50.29. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

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.

Job Keywords: Fort Worth, TX, telecommute, remote, healthcare, call center, Five9, telecommunication, VOIP, IVR, telephony, LNP, CNAM, #RPO

Vacancy expired!

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