Workforce Management Engineering Advisor

Company: Cigna
Location: Hartford
Posted on: February 25, 2021

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