Infrastructure Engineering Senior Advisor - Evernorth Health Services

Infrastructure Engineering Senior Advisor Duties Overview

As the ICM Engineer, you will play a pivotal role in bridging communication and collaboration among various teams within the Contact Center Application & Architecture Engineering divisions. This includes close interaction with Product Management, Shared Services, Engineering, and Operations teams to ensure seamless coordination and alignment of objectives.

You will become an essential member of an Agile team dedicated to the development, enhancement, and maintenance of Cigna's Cisco ICM call routing applications. Your extensive technical expertise and industry experience will be instrumental in crafting innovative solution designs that are not only effective but also easily supportable and scalable. This position demands a proactive approach to problem-solving and a keen understanding of best practices in application engineering to optimize performance and reliability within our call routing infrastructure. 

Emphasizing a commitment to continuous improvement, you will actively participate in all phases of the software development lifecycle, collaborating closely with stakeholders to gather requirements, design systems, and deliver high-quality products that meet the evolving needs of the organization. Your contributions will be critical in ensuring our applications are robust, secure, and capable of adapting to future challenges.

Responsibilities: 

• Collaborate intimately with the Engineering team to design, develop, and implement rapid call routing solutions that effectively address the evolving demands of the business. 
• Conduct thorough assessment and prioritization of project intake and delivery, ensuring alignment with both business objectives and customer impact, while maintaining a focus on strategic initiatives.
• Foster continuous professional development within the contact center call routing operations team, aimed at enhancing skill sets and promoting versatility in handling diverse challenges.
• Deliver exceptional tier 2 technical support for contact center routing, with a commitment to high availability through rotational on-call support 24/7/365, ensuring reliable assistance and swift resolution of complex issues.

Qualifications:  

• High School Diploma or equivalent; bachelor's degree.
• Over 10 years of robust experience in Contact Center operations, demonstrating a comprehensive understanding of industry best practices and customer service excellence.
• More than a decade of specialized expertise in Cisco Unified Contact Center Enterprise, with a proven track record in implementing and optimizing solutions.
• Proficient in configuring and scripting within Cisco Intelligent Contact Manager (ICM) in large, complex environments, showcasing an ability to tailor solutions to meet specific business needs.
• In-depth technical knowledge of Call Center Routing across both Cisco CVP and Avaya platforms, coupled with strong capabilities in Application development and Reporting analytics.
• 10+ years of experience in SQL, enabling the extraction, manipulation, and analysis of data to drive decision-making and improve operational efficiency.
• Extensive experience with omnichannel environments, enhancing customer interactions across various platforms and ensuring a seamless user experience.
• A well-rounded understanding of the entire Contact Center technology stack, including voice, chat, email, and social media, allowing for comprehensive solutions and strategic planning.
• Excellent problem-solving skills, with a self-motivated approach that requires minimal direction, ensuring timely and effective resolution of issues.
• Proven ability to collaborate and communicate effectively with diverse cross-functional teams within a matrix organizational structure, driving results through teamwork and shared objectives.

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 120,800 - 201,300 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 The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.