Sr SW Software Engineer in Genesys - Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

UHC Technology is focused on driving change, modernization, and ensuring reliable and stable systems so that we can help to transform health care - making it easier, more affordable, and more effective for those we serve.  We are passionate about technology and the role it plays to create distinctive experiences to our constituents.  While we are always focused on how technology can help us deliver faster and with improved quality, we are far more enthusiastic about the ways technology can reinvent how we deliver on our mission in partnership with the UHC lines of business and Optum Technology. 

Tech Ops/Production Control team is responsible to maintain and support Contact Center Operations in production environment and work on Outage/RCA management, Incident Management, Monitoring and Alerting. Apart from this end-to-end process activities related to the ongoing migrations and support of the OMNI/Genesys/Nice CX/Amazon Connect/Live person telephony system across multiple LOB’s and also collaborate with Dev team and other stakeholders to ensure the team delivers value to the business and ensures a best-in-class customer experience. Following Role and Responsibilities are expected as part of this role 

The Tech Ops/Production Control team is responsible for maintaining and supporting Contact Center Operations in a production environment. This includes managing outages and conducting Root Cause Analysis (RCA), handling incident management processes, and continuously monitoring systems while setting up alerts for proactive issue resolution. Additionally, the team is involved in end-to-end process activities related to ongoing migrations and support of telephony systems, such as OMNI, Genesys, Nice CX, Amazon Connect, and Live Person, across multiple Lines of Business (LOBs). Collaboration with the Development team and other stakeholders is essential to ensure seamless operations and value delivery, ultimately providing a best-in-class customer experience.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. 

Primary Responsibilities:

• Provide support for P1 and P2 issues
• Communication and Outage Management
• Work with L2 resources to get the RCA for P1 and P2 issues
• Update KT for any new issues and set up processes to proactively alert and fix issues
• Mentor L1 and L2 teams for any issues that need help and guidance
• Identify potential issues in the platform and propose fixes/solutions with the team
• Monitor scheduled changes and assess any potential impacts
• Monitor new hotfixes and releases of Genesys, LP, CX One, Amazon Connect products and recommend upgrades
• Work with Optum SMEs and Developers to identify and fix issues in P1 and P2 tickets
• Design and develop reporting as needed to summarize and analyze application functionality

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. 

Required Qualifications:

• Undergraduate degree or equivalent experience
• 5 years of IT experience with production support skills
• 5 years of experience with Genesys Engage
• 2 years of experience with Cloud CX/Amazon Connect
• 3 years of solid working knowledge of monitoring tools like Splunk, Zabbix, Grafana, Dynatrace APM monitoring and setup
• 3 years of experience with programmatic interaction with No-SQL databases
• SIP Cluster Solution experience
• Orchestration server experience
• WWE Inbound/Outbound experience
• Digital experience (Chat, Callback (GMS))
• GRE and GRAT Tool experience
• Splunk experience (Write/Build Queries/Alerts/Dashboards)
• Solid knowledge of Linux/Unix

Preferred Qualifications:

• AWS Connect
• Genesys Cloud CX
• NIce CX One

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.   

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. 

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.  

Salary : $89,800 - $176,700