Software Engineering Lead - Genesys Support at UnitedHealth Group Canada

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Full Time

Start Date

Immediate

Expiry Date

23 Feb, 26

Salary

0.0

Posted On

25 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Genesys OnPrem, CXOne, Amazon Connect, Telephony, VOIP, CCaaS, Python, Lambda, JSON, AWS, API Integrations, SIP Server, Orchestration Server, Rules Engine, Splunk, Monitoring

Industry

Hospitals and Health Care

Description

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. Primary Responsibilities: SME Level Expertise , Product level knowledge on Genesys OnPrem/CXOne/ Amazon Connect Innovation mindset Provide support for P1 and P2 issues Communication and Outage Management Work with Optum SMEs and Developers to identify and fix the issues identified in P1 and P2 tickets Work with L2 resources to get the RCA for P1 and P2 issues Update KT for any new Issues and set up process to proactive alert and fix for issues Mentor L1 and L2 team for any issues that they need help and guidance Identify any potential issues in platform and propose the fix/solution with team Monitor the Changes scheduled and look for any potential impact which could be caused Monitor the new Hotfix and Release of Genesys products and recommend the upgrade Automation Tools 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 enterprise experience with Telephony and VOIP (Voice Over IP) & Contact Center Technologies 3+ years of CCaaS enterprise experience building Amazon Connect contact flows integrated with Python, Lambda and JSON & applications using AWS services (Cloud Watch, Kinesis, S3, Lex, Poly) Hands-on development experience with cognitive service such as Amazon connect, Amazon Lex, Lambda, Kinesis, Athena, Pinpoint, Comprehend, Transcribe Experience and troubleshooting Call routing, voice quality and network related issues in Genesys Cloud Utilize hands-on working experience in configuring call flows and call routing techniques to optimize call handling, queue management, and customer experience Experience in API integrations in Genesys Cloud Experience in troubleshooting the Genesys Cloud call flows SIP Server experience Orchestration server experience Rules Engine and GRAT experience Deep functional and technical understanding of APIs and related integration experience Knowledge on Splunk for Alerting & Monitoring Good Understanding and Troubleshooting Skills set On following Genesys OnPrem Areas Functional and technical understanding of building API-based integrations with Salesforce, & Bot platforms Preferred Qualifications: Experience developing software with integration to various customer environments/backend systems using Genesys APIs/SDKs Genesys Cloud 'Event Bridge experience Cloud experience will be added advantage ( AWS ) Functionality and Troubleshooting Areas Amazon Connect AWS , Lambda , Mongodb, Chime, Cloudwatch, Event Bridge, Splunk, Grafana, Desktop 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.

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Responsibilities

The Software Engineering Lead will provide SME level expertise and support for P1 and P2 issues related to Genesys products. They will work with SMEs and developers to identify and resolve issues, mentor team members, and monitor changes and upgrades.