Solutions Engineer - Hybrid at Cigna in Bloomfield, Connecticut

Job Description:

Help us support our future. Get ready for a job that encourages you to think strategically yet stay connected with your teams. Do you have Contact Center Technology or troubleshooting experience? If so, prepare to innovate, create, and inspire. The Contact Center Architect (Infrastructure Engineering Senior Advisor) will be responsible answer technical consulting questions, individually or as part of a project team, and serve as a subject matter expert who can represent creative solutions, processes, and strategies related to Enterprise Contact Center technology, infrastructure, applications, and process.

Responsibilities

• Provide leadership and expertise in the development of standards, governance, design patterns, and practices for all things Unified Communications.


• Be responsible for identifying gaps and issues, recommending areas of opportunity, determining potential timing and sequencing of improvement initiatives, and defining the costs and benefits of proposed solutions


• Translate business requirements to full-stack solutions using Contact Center systems such as Contact Routing and CTI, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Call Recording, Workforce Management, and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc.


• Participate in large-scale, multi-functional projects, including product development, merger and acquisition, and divestiture activities, with an open and creative mindset focused on delivering collaboration, contact center, and/or CustX solutions.


• Identify areas for expansion and improvement by maintaining a forward-looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications


• Collaborate with App Dev, IT Operations, and IT Security teams on planned project requirements and enterprise solutions.


• Research, evaluate, and recommend new infrastructure solutions and enhancements. Perform proof of concepts and create and present proposals to senior management.


• As needed, work closely with vendors to procure equipment and services as they relate to UC & Collab.


• Participate in project planning activities; provide a scope of work and level of effort around UC projects


• Provide oversight and guidance during Contact Center related outage scenarios


• Act as the escalation point of last resort, regarding complex and technically challenging UC or Collab related issues


• Review and provide input to Voice related changes, which expect significant impact on the business.


• Stay relevant with technology changes and innovation in the area of UC and Collab via Gartner Analyst Interactions, trade shows, webinars, etc.


• Act as a technical lead for business partners who want a tailored solution requiring contact center technology, requiring strong presentation and interpersonal communication skills.


• Translates business needs into detailed requirement specifications.


• Develops Architecture Specification deliverables that map customer business requirements into complete information systems (technologies, processes, and people) or operational solutions.


• Provide architectural direction for multiple media to large-sized projects concurrently in various stages of their lifecycle or a large project full-time.


• Work closely with the DBA and system administrators to help ensure the physical design meets the functional and performance requirements of the application.


• Play a role in the technical planning and implementation of ICM & UCCE upgrades, migrations, patches, and enhancements.


• Participate in business continuity and disaster recovery planning in a voice environment to minimize work disruption.

Qualifications

• High School diploma; Bachelor's degree preferred.


• Contact routing platform: Cisco UCCE, PCCE, UCCX v 10.x - 12.x


• IVR platform: Cisco IPIVR, CVP v 10.x - 12.x, VVB, VXML gateway.


• Desktop service platform: Cisco Finesse, CTIOS, CTI server.


• Multi-channel routing: Cisco Outbound Dialer, ECE, Upstream Works.


• Speech tech platform: Nuance ASR/TTS.


• WFM /Recording: Verint recording solutions.


• Contact Center scripting: Advance ICM scripting, custom CVP call studio development.


• Telephony platform: Cisco CUCM, CUC, Unity, IM&P, CUBE.


• Minimum 5+ Years UC Experience, in a role delivering UC/Contact Center and Collaboration Solutions.


• Deep Understanding and experience with Contact Center as a Service.


• Deep Cisco Contact Center Expertise with UCCX or UCCE.


• Comprehensive understanding of Contact Center metrics and dashboards for critical contact center components: Average Handle Time (AHT), Sentiment, Performance Metrics, Contact Analysis and Types, Customer Experience, Productivity, and Screen Analysis.


• Has successfully completed multi-vendor Integration projects such as: Cisco, Genesys, or other cross-platform integrations.


• Deep Cisco Collaboration Suite Experience: CUCM, UCCX, CUPS, CUC, AC, UNITY


• Understanding of emerging cloud capabilities for Contact Center solutions.


• Understanding of Cisco and/or Nuance IVR architecture.


• Experience with workforce optimization (WFO) toolsets such as Verint or Nice IEX


• Experience with a major vendor's Chabot solution, Cisco or otherwise.


• Experience with a major vendor's Real-time voice analytics solution.


• Experience integrating CTI functionality such as Screen Pops, Screen Recording, and other helpful workflow contact features.


• Solid Understanding of legacy and present-day Cisco UC Licensing Standards, specifically how seats and consumption are measured within an Enterprise environment.


• Experience presenting to Senior Management and other Stakeholders.


• Highly Skilled at developing and presenting: Business Cases, Research and Analysis documents, and various SWOT (strengths, weakness, opportunities, threats) Analyses.


• Highly skilled at developing and presenting critical life cycles documents such as Business Requirements, Design documents, Operational Run books, and Implementation & Test plans.


• Solid problem-solving and troubleshooting skills.


• Experience across Diverse Cloud Contact Center Vendors.


• Ability to self-manage projects including but not limited to these planning types: task, resource, communication, risk, and financial.


• Ability to lead the architectural design, development, deployment, and technical quality of large enterprise solutions that span multiple technologies and disciplines.


• Experience with designing experience-based contact center solutions with Omni-channel at the center of design strategy.


• Experience with enterprise monitoring and desktop analytics tools used to evaluate agent experience and overall environmental health.

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 116,400 - 194,000 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 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 Group .

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

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.

The Cigna Group 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.