Help us support our future. Get ready for a job that encourages you to think strategically yet stay connected with your teams. Do you have problem-solving or strategy experience? If so, prepare to innovate, create, and inspire. The Voice Session Engineer (Infrastructure Engineer Senior Advisor) will be responsible for the management, support, administration, and deployment of Cigna’s Global Service Partner voice connectivity for contact center agents through the Cisco Expressway clusters defined specifically used for these contact centers.  The Engineer will maintain relationships with each Global Service Partner which will consist of continuing support and testing of their voice environments to support the Cisco Expressway MRA rollouts.  In addition, the engineer will maintain the design standards enabling Cisco Expressway MRA and Cisco UCCE voice services within the partner networks, via MPLS or the Internet.

Responsibilities

• Work with other Infrastructure engineering teams to complete cross-organizational projects and support efforts.
• On-going design, configuration, and support of Cisco Expressway for both in-flight and new project work.
• Experience with multi-cluster Cisco Unified Communications platforms and adept at all associated configuration aspects and integrated features/tools.
• Lead discovery meetings and participate in detailed design whiteboard sessions with technical and business teams.
• Define design requirements and derive solutions that meet requirements.
• Work within Voice, Contact Center, and GSP engineering team to complete in-flight projects and assist with the general support of Cisco Expressway environment.
• Complete GSP engineering tasks for assigned projects and in parallel with Project Managers, other Infrastructure and Application teams as well as Management.

Qualifications

• High School diploma; Bachelor’s degree preferred.
• Minimum of 3 years work experience with Cisco Unified Communications platform.
• Minimum of 3 years work experience with Cisco Unified Contact Center Enterprise platform.
• Cisco Expressway: Design, Configuration, Deployment, and Support.
• Cisco Mobile Remote Access: Design, Configuration, Deployment, and Support.
• Unified Contact Center Enterprise: Finesse Agent Desktop.
• Cisco Unified Communication: Design, Configuration, Deployment, and Support.
• Firewall / Networking supporting Internet communications.
• DNS SRV Records.
• Cisco Unified Computing Systems: Design, Configuration, Deployment, and Support.
• Strong skills with the basic PC software utilized to perform their daily duties, i.e. Word, Excel, Visio, etc.
• Good communication and documentation skills.
• Experience implementing and troubleshooting VoIP environments and related protocols including but not limited to SIP, H.323, UDP, TCP, TLS, SCCP, MRCP, and RTP.
• Experience implementing and troubleshooting Internet-based deployments including firewalls, DNS SRV Records, and voice over IP.
• Experience implementing and troubleshooting UCCE environments including CVP, PG, and VXML.
• Experience analyzing network packet captures using Wireshark to aid in troubleshooting VoIP and SIP issues.
• Troubleshooting of escalated issues from Voice support groups.

This role is WAH/Flex which allows most work to be performed at home. Employees must be fully vaccinated if they choose to come onsite.

This position is not eligible to be performed in Colorado.

About Cigna

Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you’ll enjoy meaningful career experiences that enrich people’s lives. What difference will you make?

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.