routing Engineer - cebuUnitedHealth Group

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.Software engineering is the application of engineering to the design, development, implementation, testing and maintenance of software in a systematic method. The roles in this function will cover all primary development activity across all technology functions that ensure we deliver code with high quality for our applications, products and services and to understand customer needs and to develop product roadmaps.These roles include, but are not limited to analysis, design, coding, engineering, testing, debugging, standards, methods, tools analysis, documentation, research and development, maintenance, new development, operations and delivery. With every role in the company, each position has a requirement for building quality into every output. This also includes evaluating new tools, new techniques, strategies; Automation of common tasks; build of common utilities to drive organizational efficiency with a passion around technology and solutions and influence of thought and leadership on future capabilities and opportunities to apply technology in new and innovative ways.Primary Responsibilities:
Manage toll free and DID numbers (new orders, changes, decommissioning)
Build and adjust inbound call flows to route calls to the correct queue/agent/skill group
Support IVR messages, voicemail scripting, and urgent recording updates via TTS and/or wave files
Manage user accounts in contact center systems, including access control, skills, queues, and profile updates
Configure and monitor outbound dialer campaigns end to end including caller ID, and spam mitigation
Standardize contact center settings such as call scripts, call types, routing rules, favorites, and screen pops
Create and maintain clear documentation and change control of system config, processes, and handoff
Work with other SMEs to troubleshoot, resolve, RCA, and document support tickets and configuration issues
Partner with QA, workforce management, training, operations, and business to align on requirements
Provide quick turnaround for business requests while maintaining quality output and a manageable backlog
Perform other related duties as assigned
Analyzes and investigates
Provides explanations and interpretations within area of expertise
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
Bachelor's degree or equivalent in an Information Technology related field
5+ years experience in system administration or development of contact center systems
Hands-on experience with at least one of the following systems, including the associated technologies:
Amazon Connect (AWS Lambda, Lex, IAM, CloudWatch, S3)
NiCE CXOne (Studio, WFA, ACD, Mpower, Orchestrator)
Genesys Engage On-Prem (URS, IRD, GAX, GRAT, Composer, WWE)
Solid experience in designing and building call flows and routing concepts within contact center systems
Experience supporting inbound, outbound, and multi-channel operations
Experience working in agile environments, including familiarity with work tracking tools such as Rally
Understanding of telephony concepts including VoIP, SIP, SIP Clusters, and SBCs
Proficiency with Microsoft business tools: SharePoint, OneNote, Word, Excel, Visio, Teams
Ability to work as part of a larger team, adhere to priorities, and provide clear requirements and handover
Solid analytical skills and the ability to evaluate business requests for operational appropriateness
Highly adaptable and comfortable managing frequent changes in priorities, processes, and project scope
Preferred Qualifications:
Experience with more than one contact center platform is ideal (Connect, CXOne, Engage, Cloud CX)
Data: ETL, MS SQL Server, EventBridge, Snowflake, MongoDB, Amazon Kinesis, Amazon Athena
Voice: VXML, TTS, ASR, Amazon Polly, Amazon Comprehend * Programming & Scripting: JavaScript, JSON, Python, GraphQL, SCXML, RESTful principles, system integrations
Other helpful experience: Splunk, NiCE IEX, Salesforce
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.Optum is a drug-free workplace. © 2025 Optum Global Solutions (Philippines) Inc. All rights reserved.
UnitedHealth Group

Cebu City, Cebu
Permanent
Full-time