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Intradiem Infrastructure Engineering Sr Advisor

Company: Cigna
Location: Hartford
Posted on: April 2, 2021

Job Description:

Location Virtual, US Category Technology Posted Date: 02/11/2021 Job Id 21002230 Help us maintain the connection with 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 Intradiem Infrastructure Engineering Senior Advisor (Infrastructure Engineering Senior Advisor) role will be responsible for the design, implementation, support, and maintenance of Intradiem. The candidate will work closely with technical and business areas to support the Intradiem application. The candidate will define Intradiem standards in an enterprise multi-tenant environment, manage integration points for 3rd party connectivity, and be the primary point of contact for 24/7 Intradiem support. This role will also develop infrastructure and reporting strategies for Intradiem which will enable the business consumers to gain insight into real-time data, resource efficiencies, and process improvements. Responsibilities

  • Knowledge of contact center workforce optimization systems, including Cisco UCCE, Workforce Management, and Intradiem.
  • On-call support & engineering of Intradiem
  • Understanding of Cisco UCCE & Genesys
  • Maintain non-production Intradiem environments
  • Test application patches and document roll out procedures
  • Support Cisco Historical Data Store
  • Support the long term enterprise strategy for contact center Intradiem platform
  • Provide technical leadership for contact center Intradiem 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
  • 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 Intradiem and WFM standards.
  • Work independently with minimal supervision in a work environment of multiple and conflicting priorities
  • Work with Desktop Packaging Team to test Citrix and Desktop Client packaging
  • Drives in-depth assessment of emerging technologies to validate that the technology and architecture is appropriate for business solution needs and communicates assessment to the rest of the team
  • Responsible for leading nightly changes, reboots, installs, and hotfixes related to Intradiem
  • Responsible for managing ServiceNow problem tickets related to Intradiem
  • Working with the vendors 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/support Intradiem trends
  • Work with teams to integrate new features and functionality into the Intradiem application
  • Perform maintenance, capacity planning, load testing, and other operational steps to confirm the stability of the Intradiem application
  • 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 and legal teams.
  • 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
  • Assist in building strong cost estimates for Intradiem related projects Qualifications
    • Must have Contact Center experience as well as experience with Intradiem engineering preferred.
    • Prior experience with a large enterprise network, preferably in the healthcare sector.
    • 4+ years' experience working with Intradiem preferred.
    • 2+ years' experience working with Workforce Management products.
    • 3+ years working in large enterprise contact center environments.
    • 3+ years in Windows Server Administration.
    • 1+ years of health care/insurance experience.
    • 1+ years of experience with Microsoft Server environment.
    • 1+ years using Visio to document technical solutions.
    • Experience supporting projects and also should be ready to take on-call on a rotation basis.
    • Work experience in AWS and GCP cloud.
    • Experience using Analytical capabilities and should be able to resolve complex issues.
    • Strong IT technical background..
    • Willing to work with onsite and offshore models.
    • Able to negotiate with and influence others - internally as well as vendors.
    • Experience with Contact Center reporting tools such as Aceyus, Qfiniti, CUIC.
    • Experience and Understanding of Network, Proxies, Certs, and IRM.
    • General knowledge of IT infrastructure components.
    • Working knowledge of Cisco Unified Contact Center.
    • Supporting contact centers with more than 10,000 agents.
    • Strong analytical and problem-solving skills.
    • Experience working with managing and executing the multi-year strategic vision.
    • Experience working independently with the general direction.
    • Experience to communicate with stakeholders at all levels to understand requirements.
    • Experience working to establish and achieve goals and maintain timelines.
    • Ability to accurately estimate development time.
    • Understand engineering/analysis/design discipline and methodology.
    • Ability to establish 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. 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 Location Virtual, US Category Technology Posted Date 02/15/2021 Location Virtual, US Category Technology Posted Date 02/09/2021 Location Virtual, US Category Technology Posted Date 02/09/2021 Location Virtual, US Category Technology Posted Date 02/15/2021 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 , Intradiem Infrastructure Engineering Sr Advisor, Engineering , Hartford, Connecticut

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