Senior Telecom Analyst - Telecommute

Careers at UnitedHealth Group

We're creating opportunities in every corner of the health care marketplace to improve lives while we're building careers. At UnitedHealth Group, we support you with the latest tools, advanced training and the combined strength of high caliber co-workers who share your passion, your energy and your commitment to quality. Join us and start doing your life's best work. SM


Compassion. It's the starting point for health care providers like you and it's what drives us every day as we put our exceptional skills together with a real feeling of caring for others. This is a place where your impact goes beyond providing care one patient at a time. Because here, every day, you're also providing leadership and contributing in ways that can affect millions for years to come. Ready for a new path? Learn more, and start doing your life's best work. SM

Our teams are helping people from around the world. We can bring out your best as you put your listening, analytical and problem solving skills to work in a setting that is geared to helping improve lives and enhance health care for millions. Here, you'll discover a wealth of pathways for professional growth within Customer Service, Billing, Claims, Enrollment & Eligibility and across our global economy. Join us and find out why this is the place to do your life's best work. SM

There's an energy and excitement here, a shared mission to improve the lives of others as well as our own. Nursing here isn't for everybody. Instead of seeing a handful of patients each day, your work may affect millions for years to come. Ready for a new path? Start doing your life's best work.(sm)

This position is part of the IT Telecom Engineering Team, focusing on quality, efficient day to day management, operation, planning and implementation of the telephony network to support LHI's business operations.

You'll enjoy the flexibility to telecommute* from anywhere within United States as you take on some tough challenges.

Primary Responsibilities:
  • Manage the day-to-day operations of LHI's telephony network, including but not limited to multiple VoIP PBX phone systems, Contact Center applications, Voice Mail, routing of calls, tie line configuration, IVR scripts, analog lines, call accounting software and call recording
  • Responsible for all components interacting to and from the phone system, performs upgrades and repairs of all switching platforms
  • Diagnose, resolve and lead telephony systems project / issues of moderate to high risk and complexity from start to finish
  • Evaluate current telecommunication infrastructure and recommend solutions, vendors and products to improve productivity and customer satisfaction
  • Maintains and audits services such as long distance and cellular accounts
  • Routinely monitors telephony systems to identify potential issues, and proactively applies correction actions, informs management of problems or obstacles that may impact deliverables
  • Coordinates / manages telecom projects, including planning, execution and coordination with vendors and employees
  • Assists other team members with preparation and upgrade of systems, as well as design, implementation and documentation of various applications and software
  • Assists in creation of user training documentation, provides user training, as well as additional information necessary for the proper use of the telecommunications equipment
  • Provides support for telecom service request tickets
  • Acts as principal contact for telephony carrier services for coordination of repairs, new service and migrations, as well as provides 24×7 supports for critical production systems
  • Works closely with the other IT Infrastructure Team members and managers, as well as other operations departments to ensure efficiency and effectiveness of the system implementations
  • Lead, facilitate, and coordinate work activities of others within the work group, team, department or other entities as necessary, assuming the role of project manager for assigned tasks

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:
  • 6+ years of hands on job experience in the telecommunication industry
  • Certifications or equivalent experience that shows intermediate or advanced working knowledge of VoIP PBX systems, Automatic Call Distribution (ACD), call center applications and IVR scripting
  • Strong working knowledge of TCP, VoIP PBX and Call Center systems
  • Ability to perform routine local and remote telephone system, voicemail, contact center, and call recording software administration
  • Ability to provide level II technical support for work order request tickets on voice communication equipment in a timely fashion with minimal supervision and in a well-organized manner
  • Ability to document and maintain the telecom systems environment for operational and planning purposes
  • Intermediate computer skills including Windows based applications (Word, Excel, PowerPoint, Outlook and Visio.)
  • Ability to travel to remote locations within the United States or off campus locations- expenses would be reimbursed

Preferred Qualifications:
  • Bachelor's Degree in Computer Science, Network Engineering, Information Technology or other related field
  • Military Experience
  • Intermediate or advanced experience or knowledge of the Genesys PureEngage platform
  • Intermediate or advanced experience or knowledge of the NICE inContact WFM/WFO platform
  • Strong creative and analytical problem-solving skills for design and testing of complex systems
  • Demonstrated strong oral and written communication skills. Strong customer service orientation with both internal and external customers
  • Ability to work independently with minimum supervision, and must be able to problem solve and propose solutions in a fast-paced environment
  • Driven individual who enjoys learning and growing professionally, is goal oriented and collaborates well with other team members
  • Ability to work on more than one project/task simultaneously, strong analytical thinking and time management skills

Careers with LHI. Our focus is simple. We're innovators in cost-effective health care management. And when you join our team, you'll be a partner in impacting the lives of our customers, and employees. We've joined OptumHealth, part of the UnitedHealth Group family of companies, and our mission is to help the health system work better for everyone. We're located on the banks of the beautiful Mississippi River in La Crosse, Wis., with a satellite office in Chicago and remote employees throughout the United States. We're supported by a national network of more than 25,000 medical and dental providers. Simply put, together we work toward a healthier tomorrow for everyone. Our team members are selected for their dedication and mission-driven focus. For you, that means one incredible team and a singular opportunity to do your life's best work.(sm)

Colorado Residents Only: The salary range for Colorado residents is $64,800 to $116,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you'll find a far-reaching choice of benefits and incentives.

*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.

Diversity creates a healthier atmosphere: OptumCare is an Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

OptumCare is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: Senior Telecom Analyst, Sr Telecom Analyst, TCP, VoIP PBX and Call Center systems, ACD, Computer Science, Network Engineering, Genesys PureEngage, Telecommute, Telecommuting, Telecommuter, Work From Home, Work At Home, Remote, WAH