Voice Support Technician - Remote

Overview

The Voice Support Technician role at Cigna involves providing Level 2 support for technical issues related to Voice and Contact Centre components, ensuring system performance and availability, and collaborating with suppliers and internal teams to deliver services effectively.

In Short

• Provide Level 2 support for Voice and Contact Centre issues.
• Monitor performance and maintain documentation.
• Contact suppliers for new services and issue resolution.
• Participate in new voice services deployments and upgrades.
• Configure and maintain Contact Centre users and systems.
• Collaborate with teams to ensure system integration.
• Be part of an on-call rota for out-of-hours support.
• Good knowledge of AVAYA Communication Manager and CMS.
• Experience with Avaya Vector for call flow management.
• Desirable experience with Service Now and Webex Conferencing.

Requirements

• Degree level education or equivalent experience.
• Significant background in supporting Avaya Voice solutions.
• Experience with business workforce teams and 3rd party suppliers.
• Strong English communication skills.
• Teamwork and problem-solving abilities.
• Experience in managing existing Avaya call flows.
• Ability to look for improvements in configurations.
• On-call availability for support.

Benefits

• Opportunity to work with a leading healthcare company.
• Engagement in meaningful work that improves lives.
• Supportive work environment focused on collaboration.
• Professional development opportunities.
• Ability to influence change and drive improvements.