Voice Operations Director at Cigna in Bloomfield, Connecticut

Job Description:

Help us lead our future. Get ready for a job that encourages you to think strategically yet stay connected with your teams. Do you have strategy or management experience? If so, prepare to innovate, create, and inspire. The Voice Operations Director (Infrastructure Engineering Director) role will be responsible for guiding/directing teams with responsibility for operational design, implementation, maintenance, upgrades, and 2nd/3rd level support of Cigna's voice applications which consist of Cisco Unified Communications Manager and supporting applications in the Cisco suite, Avaya Communications Manager and supporting applications in the Avaya suite, multicarrier PSTN telco connections for inbound/outbound/LD/Toll-Free and Oracle SBC's. The candidate will work closely with adjacent technical and business areas to support & engineer our voice application's operational and monitoring capabilities. The candidate will direct a team that defines the standards for operations in an enterprise multi-tenant environment. This role will develop operational reporting strategies for all voice applications, and systems and use that data to drive strategies for the reduction of MTTR, issue avoidance, improved resiliency, and redundancy.

Responsibilities

• The Director will set the expectations for operational standards that the team will manage the environment too. This will include the performance, monitoring, and uptime of all voice systems and the performance standards for the team that manages the systems and support tickets.


• Direct and guide the team in finding, developing, and analyzing data-based insights that will improve the operational performance of our voice systems continuously improving reports, SOPs, SLAs, and KPI metrics.


• Identify and develop automation strategies for all voice systems.


• Develop and present business cases to drive initiatives, including financial analysis and business benefits.


• Evaluate and provide input on the selection of any key technologies within the voice environment.


• Manage the staff of the Voice Operations team, including employee motivation, hiring and terminating, writing reviews, preparing performance evaluations, and individual development plans.


• Direct and indirect management responsibility for several managers, and individual contributors, both in a typical onshore model as well as a global delivery model.


• Work across individuals/teams/departments to ensure any issue is resolved as quickly and correctly as possible. Follow up on work required by others to ensure they are doing their part. Be the single point of contact, do not "pass off".


• Oversee all team activities and respond to escalated incidents, requests, and other needs.


• Lead/participate in vendor management initiatives with a primary focus on continuous improvement of vendor service delivery.


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


• Coordinate across other operations and engineering teams, manage relationships with key stakeholders and initiate change initiatives that drive the teams and business forward.


• Participate in an on-call rotation for Major Incident Owner for any Severity 1 events.


• 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.


• Drive in-depth assessment of emerging technologies, from an operations perspective, to validate that the technology and architecture are appropriate for business solution needs and communicate assessment to the rest of the team.


• Work with the vendors to resolve escalated problem tickets including troubleshooting issues to root cause and deploying improvements to prevent future issues and outages.


• Perform maintenance, capacity planning, load testing, and other operational steps to confirm the stability of the voice infrastructure and applications.


• Instill and maintain a high level of integrity and security, and work in close conjunction with Cigna Information Protection (CIP) team.


• Works to understand cross-Cigna dependencies and provide influence in architecture decisions to ensure the direction is in alignment with the business strategy and IT roadmaps.


• Strong communication skills geared towards effective communication of concepts, design rationale, and findings to the organization.


• Work with server and network teams to ensure servers are optimized and have the communication paths required for optimal application performance.

Qualifications

• High School diploma; Bachelor's degree preferred.


• Strong technical foundation on voice infrastructure (Cisco CUCM, Avaya, Genesys, Oracle SBC's, SIP, VoIP, Cisco UCCE,) Carrier infrastructure as well as Network basic knowledge.


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


• Experience running and optimizing an operations organization for continuous improvement.


• Experience in developing operational strategies in a voice and contact center environment.


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


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


• Ability to understand the technical product, 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 with the direct end-user experience.


• Strong experience in resolving critical production support issues, performing maintenance and troubleshooting of voice and contact center applications (Cisco, Genesys, Avaya, SIP).


• Strong knowledge of Linux and Windows Operating systems.


• Experience with voice reporting tools.


• Experience in voice and contact center environments with more than 10,000 agents preferred.


• Strong analytical and problem-solving skills.


• Experience in managing and executing the multi-year strategic vision.


• Experience in working independently with general direction.


• Experience in communicating with stakeholders at all levels to understand requirements.


• Experience in establishing and achieving goals and maintaining timelines.


• Demonstrated ability to manage conflicting priorities.


• Excellent interpersonal, verbal, written communication, and presentation skills.


• Demonstrated conflict resolution skills.


• Flexible to travel up to 25% of the time.


• The candidate is ideally able to work out of the Bloomfield, CT, Bloomington, MN office or remotely if not close to either of those locations.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an annual salary of 145,700 - 242,900 USD / yearly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna .

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.

Cigna has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.