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Voice Engineering Manager
hace 3 meses
Cigna Healthcare, a leading Global health insurer, is looking to recruit a Voice Services Team Leader to run the Operations and Change function.
The role, reporting to the Infrastructure Engineering Senior Manager, is focussed on both technical delivery as well as management of the L3 and L2 voice team.
As such, this role is ideal for someone with 5 years + technical experience in Avaya, and experience with managing and motivating other team members.
Key Responsibilities of this role:
- Responsible for managing all Avaya telephony platforms within International Markets
- Provide guidance and execution on technical issues
- Provide effective management duties, acting as 1st level line management for a team of Voice analysts and occasional contract staff.
- Manage resource and time management plans for the function's involvement in project, service improvement and incidents which incorporate 24/7 support cover.
- Setting strategy and direction for the voice platform.
- Taking an active role in shaping the current and future direction of the Infrastructure roadmap.
- Ensuring members of the Voice team are cross trained.
- Making sure staff have clear areas of responsibility and lines of ownership.
- Defining and meeting service levels for IT operations.
- Ensuring that IT contracts and service levels are negotiated in line with all strategic aims and financial constraints.
- Manage supplier relationships including cost control and service delivery
- Making sure the company meets all regulatory, legal, audit and agreed internal and external standards for Voice technologies.
- Implementing and operating new Voice systems and strategies.
- Ownership of Services delivered, proactively managing currency and eliminating technical debt.
- Budget responsibility for run operations
- Communicating regularly with executive management on information technology issues.
Essentials Skills / Experience:
- Educated to a degree level or equivalent
- Significant background of IT service delivery or systems projects delivery
- Experienced in influencing across the business management team and 3rd party suppliers
- Background of managing internal resources and external suppliers to provide quality services
- Structured approach to change, continuous improvement and problem resolution.
Cigna Corporation exists to improve lives.
We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve.
Together, with colleagues around the world, 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 us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?
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.
