Workforce Management Engineering Advisor
Company: Cigna
Location: Hartford
Posted on: February 25, 2021
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Job Description:
Workforce Management Engineering Advisor Location Virtual, US
Category Technology Posted Date: 02/15/2021 Job Id 21002232 Help us
monitor our future. Get ready for a job that encourages you to
think strategically yet stay connected with your teams. Do you have
problem-solving or strategy experience? If so, prepare to innovate,
create, and inspire. The WFM Engineering Advisor--(Infrastructure
Engineering Advisor) will be responsible for the support and
maintenance of Contact Center WFM applications which includes
Verint WFM and Genesys Decisions. The candidate will work closely
with technical engineers and business areas to support all WFM
applications. The candidate will define WFM standards in an
enterprise multi-tenant environment, support integration points for
3rd party connectivity, and be on-call for any WFM support related
matters. The Workforce Management Support Specialist will be
responsible for patches, analyzing logs, working with vendor
support, troubleshooting, upgrade support, and nightly changes.
Responsibilities Level 2 support of Workforce Management
applications Understanding of Cisco UCCE and HDS Test application
patches and document roll out procedures Independently lead 10 pm
EST changes required for any downtime of production environments
Support Cisco Historical Data Store Support the long term
enterprise strategy for the contact center WFM platform Provide
technical support for contact center WFM initiatives Translate and
deliver actionable, high-impact plans that improve data
integration, data quality, and data delivery in support of business
initiatives Define rules and technologies to support compliance and
governance regulations. Collaborate with the application, solution,
and technical architects to understand the implications of
respective architectures on data architecture and to maximize the
value of information across the organization Analyzing logs,
integrations, reports, dashboards, and alerts connected to WFM
applications Ensure the use of product evaluations and feasibility
studies to drive the direction of contact center management tools
Improve time to market through the identification of re-useable
technical assets and incorporating these into enterprise WFM
standards. Work independently with minimal supervision in a work
environment of multiple and conflicting priorities Drives in-depth
assessment of emerging technologies to validate that the technology
and architecture are appropriate for business solution needs and
communicates assessment to the rest of the team. Flexibility to
work 24/7 WFM support needs. Responsible for leading nightly
changes, reboots, installs, and hotfixes related to WFM.
Responsible for managing HPSM problem tickets related to WFM.
Working with the vendor to resolve escalated problem tickets. Help
drive vendors and partners to troubleshoot issues as well as to
find the root cause and deploy improvements to prevent future
issues and outages. Increase the scope of monitoring and alerting
to understand WFM trends. Work with teams to integrate new features
and functionality into WFM. Perform maintenance, capacity planning,
load testing, and other operational steps to confirm the
availability and capacity of WFM. Help develop and deploy
automation tools to support the operation and uptime of Cigna's
contact center. Help drive vendors and partners to troubleshoot
issues as well as to find the root cause and deploy improvements to
prevent future issues and outages. Improve the way applications and
infrastructure work to allow updates, issues, and maintenance to be
performed with minimal or no impact to end-users Support the
technology operations groups and get involved with any chronic or
level 4 problems. Instill and maintain high levels of integrity and
security, work in close conjunction with CIGNA Information and
Protection (CIP) team. Review of vendor delivery to ensure delivery
aligns to architecture policies, standards, and procedures
including an understanding of the impact of change on application
performance. Works to understand cross Cigna dependencies, 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.
Evaluate and provide input on the selection of any key technologies
within the contact center environment. Qualifications High School
diploma; Bachelor's degree preferred. The ideal candidate must have
Contact Center experience as well as experience with Verint WFM
support. Prior experience with a large enterprise network,
preferably in the healthcare sector. Experience working IT support
tickets. Experience working with Verint WFM product. Experience
working in large enterprise contact center environments. 2+ years
in SQL or Database Management Studio. 1+ years of experience with
Microsoft Server environment. 1+ years using Visio to document
technical solutions. Experience with Contact Center reporting
tools. Working knowledge of Cisco Unified Contact Center.
Supporting contact centers with more than 5,000 agents. Working
experience using analytical and problem-solving skills. Experience
work during off-hours when support is needed. Experience with
working independently with the general direction. Experience to
communicate with stakeholders at all levels to understand
requirements. Experience to establish and achieve goals and
maintain timelines. Experience to accurately estimate development
time. Working experience with establishing and maintain a high
level of customer trust and confidence Displays a sense of urgency.
Flexible and adaptable. Demonstrated ability to manage conflicting
priorities. Excellent interpersonal, verbal, written communication,
and presentation skills Demonstrated conflict resolution skills.
This position is not eligable to be performed in Colorado This
position is not eligible to be performed in Colorado. About Cigna
Cigna Corporation (NYSE: CI) is a global health service company
dedicated to improving the health, well-being and peace of mind of
those we serve. We offer an integrated suite of health services
through Cigna, Express Scripts, and our affiliates including
medical, dental, behavioral health, pharmacy, vision, supplemental
benefits, and other related products. Together, with our 74,000
employees worldwide, 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 Cigna, you'll enjoy
meaningful career experiences that enrich people's lives while
working together to make the world a healthier place. What
difference will you make? To see our culture in action, search
#TeamCigna on Instagram. 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. About Cigna Employment with Cigna, including employment
within the LDP program, is at-will; that is, it is not for a
specified period of time and can be terminated at any time for any
reason, with or without cause or notice, by me or by Cigna. LDP
programs, policies and processes may be changed by Cigna at any
time.
Keywords: Cigna, Hartford , Workforce Management Engineering Advisor, Engineering , Hartford, Connecticut
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