Lead Voice Engineer

Cigna; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Voice and Contact Centre Support Technician to provide Level 2 support for technical issues. This role involves monitoring performance, configuring new services, and collaborating with internal teams and suppliers to ensure seamless operations. The ideal candidate will possess a strong background in Avaya solutions and demonstrate excellent problem-solving skills. Join a dynamic team that advocates for better health and empowers customers through innovative solutions in the healthcare sector. This is a fantastic opportunity to contribute to meaningful projects and enhance your career in a supportive environment.

Qualifications

• 2+ years of technical experience in Voice and Contact Centre Solutions.
• Background in supporting Avaya Voice solutions and problem resolution.

Responsibilities

• Provide Level 2 support for Voice and Contact Centre components.
• Monitor performance, maintain documentation, and contact suppliers for issues.

Skills

Technical Support

Problem Resolution

Teamwork

English Communication

Education

Degree or equivalent experience

Tools

Avaya Communication Manager

Avaya CMS

Service Now

Webex Conferencing

Cisco Video Conference Devices

Job description

Position: Voice / Contact Centre Level 2 Support Technician
Cigna is looking to recruit a Voice and Contact Centre Support Technician (L2). The role,
reporting to the Voice Senior Supervisor, is designed to solve technical issues and configure
new services. This role is suited to someone with 2 years + technical experience in a Voice and
Contact Centre Solutions role.

Main Responsibilities:

1. Provide Level 2 support on technical issues related to all Voice and Contact Centre components.
2. Monitor performance, ensure availability, maintain documentation of systems and processes.
3. 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.
4. Be in continuous contact with internal customers to know and prioritize both new needs and ongoing issues. Have a good knowledge of the current configured services.
5. Participate in new voice services deployments & upgrades.
6. Configure and Maintain:
1. Contact Centre users, stations, agents & skills
2. Avaya Vector Call flows
3. Avaya Voicemail
4. 3rd party vendor management / raising support cases
5. Recording solutions including quality management, Speech Analytics and Workforce Management.
7. Collaborate with other teams to ensure that all systems are integrated and working together effectively.

Required Skills and Experience:

1. Educated to a degree level or equivalent experience.
2. Significant background of Supporting Avaya Voice solutions.
3. 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 avoiding future issues.

Required:

1. Good knowledge on AVAYA Communication Manager and CMS
2. Moves, Adds & Changes experience in Avaya CM & CMS
3. Avaya Vector experience for managing existing Avaya call flows.
4. Be part of an on-call Rota for out of hours support on a minimum 1 week in 3.

Desired:

1. Service Now Experience would be advantageous for managing the voice Level 2 Queue
2. Experience of Webex Conferencing.
3. Knowledge of Cisco Video Conference Devices

About The Cigna Group

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.