Voice Senior Engineer

hace 4 semanas

Madrid, Madrid, España The Cigna Group A tiempo completo

Voice / Contact Centre Senior Engineer

Cigna is looking to recruit a Voice and Contact Centre Senior Engineer (L3). The role, reporting to the Voice Manager, is designed to solve technical issues and configure new services. This role is suited to someone with 5 years + technical experience in a Voice and Contact Centre Solutions role.

Main Responsibilities:

  • Provide Level 3 support on technical issues related to all Voice and Contact Centre components.
  • Monitor performance, ensure availability, maintain documentation of systems and processes.
  • Contact suppliers to ask for new services or to open tickets in case of non-resoluble issues. Keep on pushing on suppliers until issues are solved or new services are delivered.
  • Be in continuous contact with internal customer to know and prioritize both new needs and ongoing issues. Have a good knowledge of the current configured services.
  • Participate in new voice services deployments colleting the needs and helping to look for the best voice resources to implement them.
  • Configure and Maintain:
    • Contact Centre users, stations, agents, skills, and ad-hoc reports.
    • SIP trunks, routing strategies, policies...
    • Contact Center multichannel campaigns: voice, email, chat, social media ...
    • Recording solution including quality management, Speech Analytics and Workforce Management.
  • Develop IVRs to automate self-services or to look for the best agent to route the calls by connecting IVR to CRM, ASR (speech recognition) or TTS (text to speech) systems as well as to Internal Databases.

Required Skills and Experience:

  • Educated to a degree level or equivalent
  • Experience Managing Voice, CTI and Contact Centre solutions.
  • Experience working with the business workforce team and with 3rd party suppliers. Good skills of English will be needed as well as good Teamwork skills.
  • Great ability in problem resolution but also in looking for improvements or configuration changes that permit avoid future issues.

Required:

  • Good knowledge on AVAYA and CTI Contact Center solutions. Experience with Genesys Cloud and Cisco Webex Contact Center will be specially valued. Certifications in those products will be valued.
  • VoIP Protocols: SIP, SDP, RTP and all the different secure versions.
  • Used to work with certificated to deploy secure sip-trunks. Deep experience using Wireshark to analyze SIP signaling and RTP voice issues.
  • Experience developing IVR scripts to play menus, collect digits, connect to databases or to CRMs to offer self-services or to route the call to the best available agent.
  • Good knowledges of SQL queries, BI, Call History, CDR, etc.
  • Be part of an on call rota for out of hours support on a minimum 1 week in 3 basis

Desired:

  • Experience configuring Speech Analytics campaigns and modifying them to get better results.
  • Experience configuring TTS / ASR solutions.
  • Experience integrating Contact Centre solution with Biometrics or natural language systems.
  • Knowledge of Video Conference Devices

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. 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: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.

  • Voice Engineer, Madrid

    hace 16 horas

    Madrid, Madrid, España CAS TRAINING A tiempo completo

    Voice Engineer en Madrid.Cas training selecciona a dos ingenieros apasionados por el área de comunicaciones de voz con amplios conocimientos en infraestructuraOfrecemos un proyecto estable y punteroSe ofrece teletrabajo exceptuando un dia a la semana que será presencial en MadridSe requiere experiência enFuertes habilidades organizativas con la capacidad...

  • Senior Engineer Tech

    hace 23 horas

    Madrid, Madrid, España Page Personnel España A tiempo completo

    Desarrollo y gestión de nuevas funcionalidades.Importante compañía sector ingeniería|Importante compañía sector ingeniería en plena expansión internacionalCandidato con al menos 2 años de experiência como Senior Engineer TechImportante experiência en el sector de las telecomunicacionesInglés: medio-altoImportante empresa del sector...

  • Senior Quality Engineer

    hace 22 horas

    Madrid, Madrid, España Oliver Bernard A tiempo completo

    Senior Quality Engineer - Gaming and Gambling - JavaScript, Cypress, Protractor**Oliver Bernard are currently working with an industry leading Gaming and Gambling company, based in Madrid, who are seeking a Senior Quality Engineer as they look to scale their Automation practices in line with a growing Platform (which operates at a Global scale).They are...

  • Senior Engineer Tech

    hace 14 horas

    Madrid, Madrid, España Jr Spain A tiempo completo

    col-wideJob Description:Desarrollo y gestión de nuevas funcionalidades.Importante compañía sector ingeniería|Importante compañía sector ingeniería en plena expansión internacionalCandidato con al menos 2 años de experiência como Senior Engineer TechImportante experiência en el sector de las telecomunicacionesInglés: medio-altoImportante empresa...

  • Senior System Test Engineer

    hace 14 horas

    Madrid, Madrid, España Mclaren A tiempo completo

    We are recruiting for a Senior System Test Engineer to join our fantastic Testing Departmentin Idiada. As the Senior System Test Engineer you areaccountable for the planning, execution and reporting of McLaren body developmentand validation testing, ensuring robust design execution.Workingwithin the System Test team ofTest &Development and reportingto the...

  • Voice Engineering Manager

    hace 12 horas

    Madrid, Madrid, España Cigna A tiempo completo

    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 +...

  • Senior Devops Engineer

    hace 16 horas

    Madrid, Madrid, España Yantech Associates A tiempo completo

    Senior DevOps Engineer YanTech Associates have partnered with a top eCommerce company in Europe who are looking to expand their DevOps team in Spain with another Senior DevOps EngineerKey Responsibilities:Work closely with development and data engineering teams Take the lead in automating and optimizing operations and workflows Develop, implement, and manage...

  • Senior Electronics Design Engineer

    hace 15 horas

    Madrid, Madrid, España Octagon Group A tiempo completo

    Madrid, Electronics £ £55000 Ref: 32913A leading research and development organisation have started the year by investing heavily into their R&D team based in Madrid, Spain. They are currently recruiting for a range of engineering jobs across the business and one of these is a Senior Electronics Design Engineer position.The company design electronic...

  • Senior Big Data Engineer

    hace 19 horas

    Madrid, Madrid, España Gaming Innovation Group A tiempo completo

    As a Senior Big Data Engineer, you will assume a pivotal role in taking ownership of the analysis, design, building, and support of major realtime big data projects. With a wealth of expertise, the Senior Big Data Engineer designs, creates, and maintains ETL processes, data integrations, and data pipelines, ensuring seamless handling of vast amounts of data....

  • Senior QA Engineer

    hace 17 horas

    Madrid, Madrid, España Page Personnel España A tiempo completo

    Implementar el área de testing: elección de herramientas, definición de estrategias... Definición de casos de pruebas Llevar a cabo pruebas automáticasDesarrollo profesional |Contrato indefinido Experiência previa de al menos 4 años con automatización de pruebas Experiência demostrable con lenguajes: Javascript o PHP Experiência demostrable con...

  • Senior Engineer REACT, 100% En remoto

    hace 3 semanas

    Madrid, Madrid, España Krell Consulting A tiempo completo

    Senior Engineer REACT en 100% En remoto. Nos encontramos en la búsqueda de un a Ingeniero Senior para trabajar con importante cliente en contratación inicial con KRELL. DESCRIPCION Ingeniero Senior FrontendEspecialización en fron...< p>

  • Senior Engineer REACT, 100% En remoto

    hace 2 semanas

    Madrid, Madrid, España Krell Consulting A tiempo completo

    Senior Engineer REACT en 100% En remoto. Nos encontramos en la búsqueda de un a Ingeniero Senior para trabajar con importante cliente en contratación inicial con KRELL. DESCRIPCION Ingeniero Senior FrontendEspecialización en fron...< p>

  • Senior Engineer REACT, 100% En remoto

    hace 15 horas

    Madrid, Madrid, España Krell Consulting A tiempo completo

    Senior Engineer REACT en 100% En remoto. Nos encontramos en la búsqueda de un a Ingeniero Senior para trabajar con importante cliente en contratación inicial con KRELL. DESCRIPCION Ingeniero Senior FrontendEspecialización en fron...< p>

  • Senior Devops Engineer

    hace 20 horas

    Madrid, Madrid, España Hover Senior Living Community A tiempo completo

    Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert:As part of the FINEOS Cloud Infrastructure Automation (CIA) team, the Senior DevOps Engineer will be primarily responsible for automation design, automation engineering, configuration, optimization, documentation, and support of the infrastructure components of FINEOS...

  • Senior Data Engineer

    hace 2 meses

    Madrid, Madrid, España LHH A tiempo completo

    Tienes experiencia trabajando en proyectos multinacionales? ¿Has trabajado en entornos Cloud? Si buscas un nuevo reto, esta es tu oportunidad...Desde LHH Recruitment Solutions Nos Encontramos En La Búsqueda De Un Senior Data Engineer Para Incorporar En La Plantilla De Nuestro Cliente Requisitos ¿Qué te ofrecen? Contrato indefinido directamente en la...

  • Senior Data Engineer

    hace 3 semanas

    Madrid, Madrid, España LHH A tiempo completo

    Tienes experiencia trabajando en proyectos multinacionales? ¿Has trabajado en entornos Cloud? Si buscas un nuevo reto, esta es tu oportunidad... Desde LHH Recruitment Solutions Nos Encontramos En La Búsqueda De Un Senior Data Engineer Para Incorporar En La Plantilla De Nuestro Cliente.¿Quiénes son? Se trata de una consultora tecnológica con servicios...

  • Senior Data Engineer

    hace 2 semanas

    Madrid, Madrid, España LHH A tiempo completo

    Tienes experiencia trabajando en proyectos multinacionales? ¿Has trabajado en entornos Cloud? Si buscas un nuevo reto, esta es tu oportunidad... Desde LHH Recruitment Solutions Nos Encontramos En La Búsqueda De Un Senior Data Engineer Para Incorporar En La Plantilla De Nuestro Cliente.¿Quiénes son? Se trata de una consultora tecnológica con servicios...

  • Senior Data Engineer

    hace 22 horas

    Madrid, Madrid, España LHH A tiempo completo

    Tienes experiencia trabajando en proyectos multinacionales? ¿Has trabajado en entornos Cloud? Si buscas un nuevo reto, esta es tu oportunidad... Desde LHH Recruitment Solutions Nos Encontramos En La Búsqueda De Un Senior Data Engineer Para Incorporar En La Plantilla De Nuestro Cliente.¿Quiénes son? Se trata de una consultora tecnológica con servicios...

  • Senior Data Engineer

    hace 2 semanas

    Madrid, Madrid, España LHH A tiempo completo

    Tienes experiencia trabajando en proyectos multinacionales? ¿Has trabajado en entornos Cloud? Si buscas un nuevo reto, esta es tu oportunidad...Desde LHH Recruitment Solutions Nos Encontramos En La Búsqueda De Un Senior Data Engineer Para Incorporar En La Plantilla De Nuestro Cliente Requisitos ¿Qué te ofrecen? Contrato indefinido directamente en la...

  • Senior Data Engineer

    hace 11 horas

    Madrid, Madrid, España LHH A tiempo completo

    Tienes experiencia trabajando en proyectos multinacionales? ¿Has trabajado en entornos Cloud? Si buscas un nuevo reto, esta es tu oportunidad...Desde LHH Recruitment Solutions Nos Encontramos En La Búsqueda De Un Senior Data Engineer Para Incorporar En La Plantilla De Nuestro Cliente Requisitos ¿Qué te ofrecen? Contrato indefinido directamente en la...