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Business Analyst (Genesys Call Routing) - Telecommute

UnitedHealth Group

Costa Mesa, CA
Job Code:
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Job Details

739082 Business Analyst Genesys Call Routing Telecommute

Business Analyst (Genesys Call Routing) - Telecommute (739082)

Position Description

The Business Analyst must be able to understand the customer’s Telephony needs and translate it to functional requirements documents to be submitted to IT developers. Telephony needs include setting up toll free numbers and designing Genesys routing rules to determine the most suitable agent to answer the call. Excellent written and oral communication skills are critical. The Business Analyst hosts meetings / presentations with SMEs and must document the results of the meetings and have decisions formally signed off.
Primary Responsibilities:
  • Business Analysis
    • Be the Genesys SME for our customers
    • Must be able to translate layman terms into Genesys requirements
    • Provide recommendations and best practices to both customers and other business analysts on the team
  • Documentation
    • Document toll free number call flows using MS Visio
    • Document Genesys business rules (identify route points, virtual queues) using MS Excel
    • Provide process improvement suggestions to the team
    • Store historical stakeholder sign-offs on business decisions
  • Quality Assurance
    • Coordinate pre and post production testing
    • Write test cases to ensure your business requirements are met
    • Perform UAT
    • Keep test documents
Required Qualifications:
  • 6+ months of experience in the following areas:
    • Telephony experience (Genesys)
    • Business Analysis
    • Requirements Gathering
  • Intermediate proficiency with Visio and Excel
Preferred Qualifications:
  • BS degree related to computer science / IT or certificate in business analysis
  • Experience with OMNI
  • Experience in Agile methodology and using tool CA Agile
  • Knowledge in Avaya concepts (Nodes and skills) and Avaya tools (Site Admin, CMS)
  • Experience in writing requirements for ICM call routing
  • Experience with UAT
  • Excellent written and oral communication skills
  • Self-starter
  • Team player
Careers with OptumRx. We're one of the largest and most innovative pharmacy benefits managers in the US, serving more than 12 million people nationwide. Here you'll fill far more than prescriptions. As a member of one of our pharmacy teams, you're empowered to be your best and do whatever it takes to help each customer. You'll find unrivaled support and training as well as a wealth of growth and development opportunities driven by your performance and limited only by your imagination. Join us. There's no better place to help people live healthier lives while doing your life's best work.(sm)
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer 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.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
Job Keywords: Genesys, OMNI, telephony,  Agile, Nodes, Avaya, Business Analysis, Requirements Gathering, Telecommute, Telecommuting, Telecommuter, Remote, Travel, Work from home

Job Details

  • Contest Number739082
  • Job TitleBusiness Analyst (Genesys Call Routing) - Telecommute
  • Job FamilyBusiness Operations
  • Business SegmentOptumRx

Job Location Information

  • Costa Mesa, CA
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelIndividual Contributor
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionYes
  • Overtime StatusNon-exempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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