Infrastructure Engineering Lead Analyst
 

Position Overview

The Voice and Video Operations Engineering Associate advisor is a component of the Collaboration Technology Services organization that is part of Cigna's Information Technology Infrastructure function. This team is responsible for all phases of the Core Voice Platform Infrastructure delivery from architecture to daily operations. The team operates at a significant scale, supporting over 75,000 connected endpoints in a Cisco Telephony environment.

Responsibilities

• Ensure platform service performance through pro-active monitoring, alerting, and tool automation.

• Support day to day operations of Cigna’s Cisco IPT & Video environment (Webex Calling, UCM, CUC, Expressways, Control Hub)

• Support day to day operations of Cigna’s Oracle SBC environment (4600,4900)

• Work with the voice infrastructure team to respond to escalated incidents, driving to resolution. 

• Work across individuals/teams to ensure any issue is resolved as quickly and correctly as possible.

• Work in Service Now to assist in Ticket resolution for MAC or trouble requests.

• Perform trend analysis and develop action plans for improving system stability and reducing costs.

• Collaborate across other operations and engineering teams.

• Maintain Telephony Platform's currency through the implementation of upgrades, patches, etc.

• Assist in Site Deployment projects, Site Technology Upgrade projects, Site Decommissions, New Site Openings, and other Corporate Real Estate initiatives.

• Provide break/fix and end user support on all video platforms and ensure that all issues are resolved within SLA guidelines (primarily HIH site)

• Assist in configuration, installation, planning, configuration, operation, and maintenance of enterprise VTC equipment to include infrastructure, conference room, desktop, and mobile codecs.

• Provide meeting support for leadership stream and Webex events (senior leader)

• Maintain our video environment to ensure availability, current and complete functionality (primarily HIH site)

Qualifications

Required Skills:

• Experience with Cisco Telephony (Webex Calling, UCM, CUC, Expressways)

• Experience within Webex Control Hub performing MACD and updating user profiles.

• Strong Knowledge on Session Initiation Protocol RFC 3261

• Able to configure Oracle SBC and Cisco Cube (CLI or GUI)

• Understanding of SBC Header Manipulation Rules

• Certificate base SIP TLS peering/SRTP

• Understanding of network routing protocol

• Experience with proactive monitoring tools and automation is essential.

• Sound operational experience is a must.

• Incident & Problem Management: Experiences on lead direct and indirect support teams to provide resolve all technical issues, without or without minimal impact to the service.

• Experience SIP, and Video End Points

• Experience troubleshooting Voice Providers

• Ability to understand the technical product and process characteristics and requirements and effectively utilize that understanding within the business systems environment to support product lifecycle requirements. Strong competency in requirements analysis, design, testing, training, and support.

• Excellent customer service skills and ability to manage multiple priorities.

Required Experience & Education: 

• High School diploma: Bachelor’s degree preferred.

• Total 5-8 years of experience required in relevant field.

• Minimum 3-5 years expertise Implementing and Supporting Voice Technologies in a large scale, multisite environment.

Desired Experience:  

These two sections will be “standardized” in the JD template and made not editable.

Location & Hours of Work

(Specify whether the position is remote, hybrid, in-office and where the role is located as well as the required hours of work)

Equal Opportunity Statement

Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.