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Information Technology

Aetna IT is committed to keeping our members at the heart of everything we do. Our top-talent workforce delivers leading-edge technology, drives innovation, turns vision into action and challenges the art of the possible. We provide best-in-class services to our members by delivering groundbreaking healthcare tools, enabling consumer-friendly interactions and protecting data security. Your mission will be to deliver innovating technology solutions including: Hybrid cloud infrastructure, artificial intelligence/machine learning capabilities and infrastructure as code.

Aetna, a CVS Health Company, is a company with a world-class IT team and we will be counting on you to carry on our success as the preferred provider of infrastructure services for our business partners.

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Job Details

Senior Engineer - Voice Operations

Primary Location: Hartford, Connecticut
Additional Locations: CT-Hartford
Install, implement and support enterprise technologies that enable Aetna’s computing environments to meet service level agreements and enable the business to achieve superior customer satisfaction. Provides technical direction to less experienced staff on complex or broader impact implementations.

Fundamental Components:
  • Designs, implements and enhances voice, data, video and LAN environments.
  • Utilizes advanced communication traffic concepts and system design techniques to develop appropriate network and distributed products and services in support of the business.
  • Manages and works with vendors and provides technical support in the evaluation, acquisition, installation, integration, testing and monitoring of microcomputer systems and software products.
  • Consults with and trains other units to ensure that problems are resolved and effective knowledge transfer has occurred when new PC and/or server hardware/software is introduced to the environment.
  • May also train others on own team to enable them to support environment.
  • Develops and maintains the tools, processes and procedures used to manage and make changes to the environment.
  • May perform highly technical microcomputer software programming.
  • Develops and maintains release management controls and standard installation and upgrade methodologies.Interfaces with clients to determine system software problems and provides technical advice for future planning.
  • Anticipates and documents the financial implications of assigned work.
  • Keeps abreast of new hardware and software developments, evaluates alternative approaches and recommends new software or modifications which enhance operations and development activities.
  • Utilizes in-depth knowledge of debugging tools to resolve problems for mission critical products.
  • Resolves inter-product dependencies, prioritizes and coordinates problem resolutions across organizations.
  • Serves as point of escalation for less experienced staff, involved in determination of need for vendor assistance in problem resolution.
  • Identifies opportunities and makes recommendations to improve availability, reliability, efficiency, performance and overall service within the distributed computing environment and associated departments.
  • Effectively provides feedback on major, enterprise designs.
  • Mentors less experienced team members by instructing, assisting, directing, responding to questions and serving as an escalation point for problem resolution.
  • May also provide team leader functions for projects (system upgrades, changes).
  • Designs plans according to business strategic operating plans.
  • Provides clear documentation of technical solutions and communicates plans to management and customers.
  • Performs related duties as required or assigned.
  • This position provides work direction for a team of four, supporting voice solutions for the Hartford campus and teleworkers across the country. This includes move, add, change, voice operational work (i.e. administering the voice system, including voice mail, Enterprise Skype voice). This position is also responsible for managing a voice equipment inventory, shipping equipment to teleworkers and working with the Aetna outsourced warehouse that stores IT hardware.
  • Knowledge of Service Now is a plus for this position, as is any knowledge of Avaya (or Cisco) phone products or voice technology.
  • Solid knowledge of Microsoft Excel is a plus.

Background Experience:
  • 3-5 years work experience that reflects a proven track record or proficiency in the competencies noted.
  • Demonstrated skill designing and managing distributed enterprise environments.
  • Bachelor's degree or equivalent work experience.

Desired Skills:
Technology - Leveraging Technology, Technology - Selecting and Applying Technology Solutions

Potential Telework Position:

Percent of Travel Required:
0 - 10%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Click To Review Our Benefits (PDF)


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