Engineering Analyst

Caring. Connecting. Growing Together.

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale.

Primary Responsibilities:

• Voice platform support to employees during US daytime hours 8CST - 4CST
• Ownership over customer relationship, customer outreach
• Contacting and aligning customers with their future updates
• Ensure engagement with admins and testing functionality after implementation
• Persistent communication and follow-up with customers to ensure efficient project close out
• Customer support via our community - answering questions, tracking feedback, and gaining insight from engineers on solutions
• Collaborate with internal business partners to improve and streamline processes
• Communicate with customers and internal departments to process orders/requests, resolve issues, and provide updates on progress
• Operate multiple systems to establish, update, and retrieve customer service data while simultaneously working with customers and/or company employees
• Maintain accurate records of all MACD activities, including provisioning emails, service requests, and system updates
• Identify and resolve issues related to telecommunication services, ensuring minimal disruption to customer operations
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Undergraduate degree or equivalent experience
• Proven experience in technical support or a related field
• Experience in managing projects, including planning, execution, and monitoring. Familiarity with project management methodologies and tools (i.e. Swift Kanban, Rally, etc.)
• Proficiency in using telecommunication systems such as Cisco Call Manager, Webex Calling, Microsoft Teams, and other related platforms
• Proven ability to lead a team, with solid interpersonal and communication skills
• Proven excellent communication and collaboration skills
• Proven ability to provide clear documentation and training
• Proven solid analytical and troubleshooting skills to resolve telecommunication issues promptly

Preferred Qualification:

• Experience with ServiceNow or similar platforms