Infrastructure Engineering Senior Advisor at Cigna in Portsmouth, New Hampshire

Job Description:

The Voice Operations group is a component of the Voice, Video and Contact Center Engineering organization that is part of Cigna's Information Technology Infrastructure function. This team is responsible for all phases of the Core Voice Platform Infrastructure delivery from architecture to daily operations. The team operates at significant scale, supporting over 75,000 connected end points in a blended environment of Cisco and Avaya Telephony platforms. A major Enterprise initiative is underway to migrate to a complete Cisco Telephony environment.

We are looking for a voice engineering talent to complement operational excellence provided by our team.

• The Infrastructure Engineering Senior Advisor will ensure platform service performance through pro-active monitoring, alerting and tool automation.


• Work with the voice infrastructure team to respond to escalated incidents, driving to resolution.


• Work across individuals/teams to ensure an issue is resolved as quickly and correctly as possible.


• Perform trend-analysis and develop action plans for improving system stability and reducing costs.


• Collaborate across other operations and engineering teams


• Maintain Telephony Platform's currency through the implementation of upgrades, patches, etc.


• Assist in Site Deployment projects, Site Technology Upgrade projects, Site Decommissions, New Site Openings and other Corporate Real Estate initiatives.

Requirements:

• Minimum 8 years expertise Implementing and Supporting Voice Technologies in a large scale, multisite environment


• SME level experience with Cisco Telephony is required. Avaya experience a plus.


• Experience with pro-active monitoring tools and automation is essential.


• Sound operational experience is a must.


• Strong technical foundation on voice infrastructure (CISCO CUCM, Avaya, Genesys, SBCs, CISCO Gateways, SIP, VoIP) Carrier infrastructure as well as Network basic knowledge.


• Incident & Problem Management: Experiences on lead direct and indirect support teams to provide resolve all technical issues, without or minimal impact to the service.


• Experience with IP Telephony , H323 and SIP and Video End Points


• Experience troubleshooting Voice Providers such as AT&T, Verizon, Lumen, and Windstream


• Rotational/Scheduled on-call support is required


• Ability to understand technical product and process characteristics and requirements and effectively utilize that understanding within the business systems environment to support product lifecycle requirements. Strong competency in requirements analysis, design, testing, training and support.


• Excellent customer service skills and ability to manage multiple priorities


• Excellent interpersonal skills to effectively communicate with diverse, cross functional teams including staff at all levels of the organization including both technical and non-technical personnel


• Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds and levels within and external to the organization


• Ability to work independently with general supervision


• Ability to maintain an operational awareness of the voice infrastructure, engaging willingly to resolve system issues or investigate potential unhealthy symptoms.

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.