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UnitedHealth Group Sr. Telecommunications Analyst – Las Vegas, NV in Las Vegas, Nevada

The Sr Telecommunications Analyst provides call center application and project management support for the Genesys platform, which includes the ACD, IVR and Workforce Management systems.

Primary Responsibilities:

  • Genesys projectoversight.

  • Ability to troubleshoot critical areas of the tools within the call center, digital recording andworkforce management.

  • Work with operationaldepartment leaders to help develop business requirements and plans related totheir telecom needs.

  • Create and modifyspecific designs within the call center environment.

  • Call Centermanagement.

  • Ongoingdaily support of voice / data activities

  • Adaptas required by changing business needs, complete additional responsibilities asassigned


  • 2+ years of experience in Telecommunications and Call CenterSystems, including ACD, IVR, Workforce Management, Digital Recording, andReporting.

  • Ability to document and maintain the telecom systemsenvironment for operational and planning purposes.

  • Must possess strong creative and analytical problem solvingskills for design and testing of complex systems.

  • Strong customer service orientation with both internal andexternal customers.

  • Experience working independently with the minimumsupervision, and must be able to problem solve and propose solutions in a fastpaced environment.

  • Driven individual who enjoys learning and growingprofessionally, is goal oriented and collaborates well with other team members.

  • Ability to work on more than one project / tasksimultaneously, strong analytical thinking and the time management skills.

  • Ability to perform work activities in accordance withpolicies, practices, procedures, standards, and rules of the company incompliance with regulations and procedures required by external agencies,including company incident and change management procedures.

  • Prior experience with inbound or outbound callerdelivery programming on Call Center platforms, CISCO, Avaya and/or Genesysplatforms.


  • Undergraduate Degree or equivalent work experience

  • Intermediate knowledge or experience with the Genesyscall center platform.

  • Demonstrated strong oral and writtencommunication skills.

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Diversity creates a healthier atmosphere: UnitedHealth Group is anEqual Employment Opportunity / Affirmative Action employer and all qualifiedapplicants 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, maritalstatus, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates arerequired to pass a drug test before beginning employment.

Job Keywords: Las Vegas, NV, Nevada, genesys, telecom, workforce management, call center