Job Description

Please Note: Candidate MUST be a current contractor with Cigna Healthcare, Evernorth Health Services, or one of their subsidiaries.

POSITION SUMMARY:

Evernorth is looking for Multimedia expert to develop voice, text and chat solutions in the contact centers. This includes support of all the outbound multimedia applications, corresponding business transactions and production support.

ESSENTIAL FUNCTIONS:

Define multimedia requirements with the business. Build, configure and implement multimedia applications utilizing conversational AI. Devise and present solutions to larger audience to ensure buy in by both business and technical teams.

Troubleshoot and resolve issues related to multimedia products as a result of alerts or customer complaints. This includes identification of root cause and prevention measures.

Participate in implementation and support expansion of new conversational AI initiatives.

Interface with QA and business users on need basis for any issues/challenges. Work closely with onsite and offshore team in delivering best in class solution in Contact center space.

Participate in 24X7 on call support rotation.

QUALIFICATIONS:

MUST be a current contractor with Cigna Healthcare, Evernorth Health Services, or one of their subsidiaries.

Bachelor\xe2\x80\x99s Degree plus 8-12 years relevant experience.

Work experience in multimedia (chat, Text, Voice) application development and leading the scrum application development team.

Expected to code in Java, not as UI but back end language, and code business logic in multi-tier environment.

Expertise building conversational flows using conversational AI development framework and tools, application reporting and should have implemented NLU based multimedia solutions. Conversational AI experience preferred.

Provide ongoing support and integration for all multimedia (chat, Text, Voice) applications.

Work closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications. Manage the scope and business/technical requirements.

Design user experience for multimedia applications.

Analyze architecture, relationship between systems, and systems flow. End-to-end design.

Deliver multimedia (chat, Text, Voice) user interface design documentation outlining backend interfaces to support business functionality and application development.

Experience working with Content Management Software like Alfresco, Drupal to design and manage multi-media content.

Experience working with cloud based technologies. Experience or knowledge of Spring boot, Spring framework is added advantage.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we\xe2\x80\x99re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

The Cigna Group