Position Overview

In this role, you will provide Automation solutions to the Contact Center L2 Production Support team. You will develop tools/applications used by the operations team to drive efficiency in their role. The focus of the work is to continue to enhance our market winning capabilities in the Evernorth Contact Center support.

The Evernorth Technology strategy is fully aligned with our business strategy, resulting in an opportunity for you to influence in various directions – this includes technology\business direction but also recruiting and mentoring employees and influencing selection of and relationships with vendor resources to ultimately build and contribute within a world class Delivery Vertical.

As an Automation Engineer Senior Analyst, you will collaborate closely with project teams and stakeholders to deliver scalable, maintainable, and robust automation solutions. You will be responsible for ensuring that our automation framework aligns with business objectives, accelerates performance, and maintains the highest standards of quality assurance. This role requires engagement across all levels of the business, translating complex requirements into measurable results and effective automated solutions.

Responsibilities

• Responsible for designing and developing automated systems that improve the efficiency of IT processes. This may involve developing scripts, designing workflows, and implementing automation tools.

• Test and validate automated systems to ensure they are reliable and meet the required specifications. This may involve running simulations, testing scripts, and performing system tests.

• Must be able to identify and resolve issues with automated systems quickly and efficiently to minimize downtime. This may involve diagnosing problems, analyzing logs, and implementing fixes.

• Work closely with other IT teams, such as Delivery teams, Production support teams, network, database, and cybersecurity teams, to ensure that automated systems meet the needs of the organization.

• Must be able to provide technical support to IT teams to ensure that automated applications/tools operate smoothly.

• May be assigned to special projects that drive continuous improvement of services and production support processes.

• Use, Design, and develop automated processes/scripts to maintain, upgrade, test, monitor DevOps pipelines for Multiple tools

• Work with development teams to leverage the build and release tool chain

• Experience in Automation and scripting.

• Experience in Cloud technologies (AWS/Azure)

• Experience in Machine learning and AI technology.

• Work With stakeholders across various development, operations and quality teams

• Stay up to date with new technologies and trends in automation to ensure that they are using the latest tools and techniques.

Qualifications

Required Skills:

• Bachelor's Required; Masters preferred

• Proficient in programming languages like Python or Java, and have experience with any automation tool

• Proficient in DevOps tools and concepts

• Proficient in any one of the scripting languages

• Excellent analytic troubleshooting skills and data driven testing techniques

• Can adapt to frequent, incremental code testing and deployment

• Self-starter that takes initiative to solve problems and learn quickly to fill knowledge gaps

• Strong focus on customer/business outcomes and is focused on results

• Strong understanding of Cloud technologies (AWS preferred)

• Self-motivated, quick learner and excellent customer service skills.

• Strong organizational and time management skills with the ability to handle multiple projects and shifting priorities in a dynamic environment.

• Strong verbal, written, interpersonal, and presentation skills

• Experience working in a team-oriented, collaborative environment

Required Experience & Education:

• 3-6 years of experience

• 3+ Proven experience in Automation

• Experience with vendor management in an onshore/offshore model.

• Proven experience with application production support, Automation, architecture, design, and Infrastructure knowledge on large-scale enterprise application solutions.

• College degree (Bachelor) in related technical/business areas or equivalent work experience.

Desired Experience:

• Python or Java programming

• AL/ML – Pyspark or any other

• Bash/Powershell or any other scripting language

• SoapUI/postman

• Angular JS

• AWS

• DB2

• Mongo DB

• Oracle

• DevOps tools like Git, Jenkins, Ansible, Kubernetes, etc.

• Healthcare experience

• Contact Center operations knowledge

• Coaching of team members

Location & Hours of Work

In-office – 40 hrs a week – 1PM -10PM IST(3:30 AM – 12:30 PM EDT)

About Evernorth Health Services