Title: Contact Center Implementation Specialist Location: United States, Remote Department: Professional What are important things that YOU need to know about this role? - Experience: This role requires 3+ years of experience working with IVR systems, CX platforms (NICE CXone preferred), and project-based work involving telephony or contact center technology. Strong analytical and problem-solving skills are key. - Work Location & Schedule: This position offers permanent remote work.Typical work hours are Monday through Friday day shift hours but some weekends or evenings may be required for go-lives or project load. - Role Focus: This is a highly technical, project-based role supporting contact center technology implementations, enhancements, and ongoing optimization within a contact center environment. - Tools & Environment: You’ll regularly work with IVR systems (NICE CXone experience preferred but not required), BI/reporting tools (Power BI), APIs, and workflow documentation tools (Visio/Lucidchart). - Collaboration: This role partners closely with IT, developers, telecom, and leadership teams—strong communication and stakeholder management is critical. What will YOU be doing for us? Responsible for Contact Center new client/market IVR (interactive voice response) technology implementations, capturing project requirements and tracking of efforts. Ensure day to day functionality is working as designed, trouble-shoot issues and respond to a variety of internal and external inquiries. Utilize BI and NICE CXone reports to run analytics with an emphasis on identification of opportunities to optimize the IVR platform. Provide reports to management on IVR utilization. Primary resource for managing department testing of various CXone platform tools. What will YOU be working on every day? - Responsible for managing day-to-day IVR functionality - Handling any troubleshooting for technical issue reports that come out regarding the IVR, NICE systems, etc. - Take initiative to start using SD+ to track all IVR related issues and manage these cases in that platform - Co-host weekly NICE meetings with the Call Center Leadership team, keeping them up to date on project updates, and gathering requirements needed for different projects, such as IVR implementations - Maintaining documentation for the IVR, such as call flows by client, ensuring all IVR prompt recordings are organized, etc. - IVR implementations - Act as the liaison between SKYGEN and external clients to facilitate discussions on IVR build information during new implementations including requirements gathering. - Enter requirements details into the Workflow Variables Module that would set up the IVR for new clients. - Make changes in Workflow Variables Module as necessary for existing IVR set-ups to ensure we are meeting client requests and compliance requirements - Primary resource to test all new IVR flows (i.e., for new features, API’s etc.) in development prior to changes being deployed into production. This includes development of test scenarios, maintenance of test plans, providing appropriate feedback, documenting test results and developing respective documentation. - Coordinate with IT, the Telecommunication’s Administrator and Internal Developers on all IVR and telecomm related projects. - IVR Reporting - Utilize BI and NICE CXone reports to run analytics with an emphasis on trending and identifying areas of improvement to increase IVR self-service utilization. - Maintaining IVR reporting to ensure all information is being captured - Sending out frequent updates to leadership teams regarding containment rates, agent opt-outs, and other metrics deemed necessary for IVR monitoring - Completing audits of the IVR reporting through test calls into the production environment to ensure accurate reporting and advising of any gaps we see that need to be fixed. This would include Client related audits (i.e., Molina MS) - CXone Performance Management - Maintaining day-to-day items needed in the platform (i.e., Gamification adjustments, accuracy of dashboard metrics, etc.) - Gamification Marketplace Management - Assist supervisors in creating games, running campaigns around the games to ensure agent engagement - Investigate Rules Engine and how we can use this as an organization to reward performance based on agent rate and rank (potentially even supervisors as well) - Other project work - Assisting in any projects requiring documentation, notes, follow up, etc. - Assisting in any solutions building, when needed. What qualifications do YOU need to have to be GOOD candidate? - Required Level of Education, Licenses, and/or Certificates - Bachelor’s degree or combination of education and work experience equivalent. - Required Level of Experience - 3 or more years in IVR and CX platform project management, development and telephony projects - Required Knowledge, Skills, and Abilities - Excellent verbal and written communication skills. - Excellent independent problem-solving skills to allow for the correct diagnosis of a problem along with potential solutions for resolution. - Ability to think analytically and make effective decisions quickly. - Ability to effectively listen and respond to internal and external customers’ needs. - Ability to ask critical questions to assess needs and requirements. - Ability to successfully meet timelines for project plans and manage time effectively. - Strong technical workflow documentation ability. - Ability to utilize resources to solve problems independently. - Ability to build and maintain work relationships and contacts needed to effectively address issues and obstacles - Ability to make appropriate decisions when faced with conflicting deadlines or needs. - Advanced user in MS Office products (i.e., Excel, Visio or Lucidchart, PowerPoint) - Experience using business analytics tools such as Power BI - Working knowledge of API (Application Programming Interface) - Ability to analyze statistical data What qualifications do YOU need to have to be a GREAT candidate? - Preferred Knowledge, Skills, and Abilities - Prior knowledge working in health or dental insurance environment The salary range and midpoint is listed below for your reference. Please keep in mind that your education and experience along with your knowledge, skills and abilities are taken into consideration when determining placement within the range. Compensation Range: $76,171 - $114,257 Compensation Midpoint: $ 95,214

Requisition Number: 2365638 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. The Implementation Manager is responsible for driving the execution of individual projects within the implementation portfolio, ensuring timely delivery, stakeholder alignment, and operational readiness. This role serves as the central coordinator of workstreams, translating direction from the Implementation Leader into actionable plans and ensuring Process Improvement Analysts effectively support project execution. The Implementation Manager is accountable for day-to-day project delivery, risk management, and cross-functional coordination to achieve successful outcomes. You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week. Primary Responsibilities: - Project Execution & Delivery - Own the planning and execution of assigned projects, including timelines, deliverables, dependencies, and milestones - Translate portfolio priorities set by the Implementation Leader into detailed project plans and execution strategies - Track progress, identify risks/issues, and implement mitigation strategies to ensure on-time and in-scope delivery - Provide regular project-level reporting, status updates, and escalation visibility to stakeholders - Ensure alignment across all workstreams contributing to project success - Cross-Functional Coordination - Serve as the primary point of coordination across functional teams (operations, technology, training, workforce management) - Facilitate meetings, working sessions, and decision forums to drive progress and remove blockers - Ensure clear roles, responsibilities, and accountability across all contributors - Business Analyst Enablement - Direct and prioritize work for assigned Process Improvement Analysts to ensure alignment with project needs - Partner with Process Improvement Analysts to define requirements, document processes, and develop solutions - Ensure Process Improvement Analyst outputs (analysis, documentation, insights) are actionable and aligned to project timelines - Review deliverables to ensure quality and completeness before stakeholder distribution - New Business Implementation Support - Support end-to-end implementation of new clients, programs, or capabilities under the direction of the Implementation Lead - Manage day-to-day client interactions related to project execution, ensuring clear communication and expectation management - Execute implementation plans, readiness activities, and launch coordination - Track and ensure completion of all pre-launch requirements - Governance, Risk & Issue Management - Maintain project governance standards including documentation, timelines, and status reporting - Proactively identify and manage risks, issues, and dependencies - Escalate challenges appropriately to the Implementation Leader with recommended solutions - Ensure adherence to project management methodologies and best practices You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications: - 5+ years of experience in project management or related roles - Experience in healthcare or contact center operations - Proficiency with project management tools and methodologies (Agile, Waterfall, PMO frameworks) - Demonstrated success delivering complex projects in a cross-functional environment - Proven solid organizational, communication, and problem-solving skills Preferred Qualifications: - PMP or similar certification - Client-facing project experience *All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 to $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable. Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. 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. UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning emplo yment.

• Owner of customer incidents as assigned. • Make minor repairs and replace components on Tier I equipment. • Assist in site preparation--including installation of cable, staging of equipment, and minor testing of equipment. • Perform required modular swaps and unit replacements or perform preventative maintenance services. • Respond to all customer concerns or problems.

Title: Implementation Consultant Location: London, England, NOL 1Eo United Kingdom Department: Professional Services Job Description: Job Description Title: Implementation Consultant Department: Professional Services Location: Remote in UK About Aria Systems: Aria provides a cloud-based monetization platform for subscription- and usage-based businesses. Aria removes billing bottlenecks and allows companies to rapidly introduce and evolve their offerings, bundles, and promotions. Innovative companies, like Allstate, Honda, Subaru, Dover and Trimble depend on Aria for agility to accelerate their time to revenue, maximize customer value, and ultimately grow their business. We are looking for talented, passionate people with strong track records and relevant expertise to help us achieve our goals. We are a fast-moving SaaS company that offers a dynamic working environment with a collaborative culture, where you and your peers learn from each other and make visible contributions that benefit our world-class customers and partners. Department Overview The Professional Services team is responsible for implementing Aria Solutions for our Enterprise customers. Professional Services purpose is to ensure successful implementations that maximize and sustain Aria Adoption and Return on Investment (ROI), leading to higher customer satisfaction, renewal and referenceability. Position Summary The Implementation Consultant is responsible for the technical implementation of large and small-scale Aria professional service projects. They are a strategic thinker and team player, comfortable working at a fast pace. The right candidate will have considerable experience with enterprise software applications, software implementations, good knowledge of technical concepts, and knowledge of subscription billing and management solutions. The Implementation Consultant position requires strong communication skills, both verbal and written; knowledge of programming languages, database technologies, and implementation methodologies; billing domain expertise; and a passion for leading the client to a successful go-live. They take ownership for identifying and documenting client business requirements, mapping and configuring the Aria solution to meet the requirements, and implementing Aria to achieve a successful implementation. The Implementation Consultant must be able to identify potential issues and risks early in an implementation to develop mitigation strategies and contingency plans. The successful candidate will have an innate ability to simplify technology concepts and to plan, prioritize and seamlessly integrate all moving parts to deploy successful solutions. Responsibilities - Perform business and technical requirements gathering, use-case discovery, and platform analysis - Serve as the primary day-to-day contact for clients, third-party vendors, partners and internal project stakeholders - Collaborate with the Engineering team to develop estimates and overall implementation solution plans - Serve as the lead for all implementation and integration efforts - Define and document best practices and contribute to company knowledge sharing efforts - Identify and define integration points with third party solutions - Define and document tools and technologies used to implement Aria - Perform problem analysis (identify root causes, outline resolution options, and take appropriate actions to resolve problems) Qualifications Required: - Experience as an Implementation Consultant - Bachelor's degree or equivalent, Computer Science, Info Systems or similar degree preferred Desired: - Excellent written and verbal communication skills - Familiarity with programming languages (Java, PHP, Perl, SQL) - Be familiar with each of the various UML forms and have expertise in the development of use cases and class diagrams, and occasionally state diagrams as well - Extensive experience working with enterprise level systems and cloud ecommerce platforms - Up-to-date understanding of market trends and keen interest in following emerging technologies - Excellent teamwork skills - Proven ability to be successful in cross-functional teams - Able to travel domestically and internationally, as needed (typically less than 25%) Aria Culture: Aria Systems fosters a flexible, rewarding, and close-knit work environment while encouraging innovation and self-direction. We expect everyone on the team to share our strong sense of urgency, ability to learn and master new technologies quickly, and willingness to adapt to rapidly changing priorities. In return, Aria offers competitive salaries and benefits, attractive equity, and a flexible, informal work environment. Apply for this position directly on our website at https://www.ariasystems.com/company/careers Aria Systems is an AA/EEO employer that actively pursues and hires a diverse workforce. Please, no phone calls. Principals only; recruiters please do not respond to this ad.