Job Description

About EvernorthEvernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people.About Evernorth:Evernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people.Position Overview:The Technical Support Advisor role for the Cisco UCCE Service Operations team will be responsible for day-to-day operational support of incidents and requests related to the following enterprise technologies: ICM, CVP, Finesse, Dialer, and CUIC. The person in this role will work closely with their engineering counterparts to maintain and support the contact center infrastructure keeping it highly available and secure for our internal and external Cigna colleagues. To ensure the success of the entire team, the Technical Support Advisor will need to collaborate with teams across the organization to resolve technology issues and assist with enterprise projects.Responsibilities:

• Provide support on Cisco UCCE contact center infrastructure including CVP, ICM, Finesse, Dialer and CUIC
• Collaborate with peers in other technology teams including voice, application development, network and server to resolve issues and ensure a stable secure environment.
• Assist with the root cause analyses of managed incidents in the production environments.
• Open and review support cases with vendors to resolve product related issues.
• Document production support issues/procedures/tasks.
• Provide patching, maintenance, and support of new and existing UCCE products and services.
• Renew security certificates for our supported applications.
• Proactively monitor and manage the contact center environment to ensure availability, security, and reliability for all technologies
• Participate in 24/7 on-call support rotation, including weekends and holidays with the expectation of responding to EOCC managed incidents related to the contact center services within SLA.
• Assist with the development of automated processes to ensure efficiencies.
• Provide knowledge transfers to the service desk teams for common technical issues.

• Overall 5-8 years of experience out of which at least 3 years of Cisco UCCE engineering/support experience
• Preferred experience with Cisco CUCM, SIP, VoIP, SBCs and CUSP
• Experience using ServiceNow.
• Strong communication skills

• High school diploma or equivalent

• Microsoft certifications are preferred.
• Prior experience scripting in CVP/ICM preferred

Evernorth Health Services