The Cisco Enterprise Analyst collaborates and partners with the OnCall business to facilitate and implement Contact Center technology solutions. The Analyst will act as the expert in contact center systems as well as other applications used primarily to support the OnCall Contact Center. The role will be responsible for supporting and optimizing the implementation and usage of contact center technology solutions within the organization, analyzing system requirements, troubleshooting issues, participating in solution design, and providing technical guidance to both IT colleagues and OnCall business partners. Contact Center Application Analyst will collaborate with key stakeholders and maintain vendor relationships to effectively communicate technical concepts.
Qualifications:
Education:
- Bachelor's degree in a relevant field (e.g., Healthcare Informatics, Health Information Management, Computer Science) or equivalent experience.
At least (1) year of relevant experience as an Application Analyst
Other skills/knowledge:
- Excellent interpersonal and communication skills
- Solid computer skills, including proficiency with Microsoft software.
- Strong analytical and problem-solving skills, with the ability to be detail oriented.
Preferred Qualifications:
Experience:
· Experience with CRM software, telephony systems, and other contact center technologies.
· Experience in healthcare-specific contact center software and platforms.
Other skills/knowledge:
· Relevant certifications such as CompTIA Healthcare IT Technician, HealthIT Certified Professional, or similar credentials.
· Strong knowledge and understanding of Contact Center applications modules.
· Proficiency in analyzing complex business requirements and translating them into technical solutions. Experience in troubleshooting and resolving technical issues related to Contact Center applications, including system configurations, integrations, and data management.
Primary Job Responsibilities:
1. Collaborate with Stakeholders: Work closely with business users, IT teams, and vendors to understand system requirements for Contact Center Omnichannel applications and IVR/IVA support. Ensure seamless integration with Omnichannel.
2. Define Business Requirements: Develop detailed business requirements, including both functional (e.g., processes, workflows, rules) and non-functional (e.g., data, security) aspects. Identify opportunities for enhancing system processes and improvements.
3. Create and maintain technical documentation, including system configurations, workflows, and user guides, to facilitate knowledge sharing and training.
4. Improve Processes: Partner with cross-functional teams to identify and implement process enhancements within the system.
5. Submit Demands: Collaborate with Business, Client Manager, and IT to submit demands (functionality requests) and cases for necessary enhancements or system changes.
6. Conduct system testing, including integration and user acceptance testing, to ensure the quality and reliability of Contact Center applications. Validate test cases to ensure that the application will serve the business function requested.
7. Application Support: Work in conjunction with vendor support and IT engineering analyze, troubleshoot, and resolve technical issues and incidents related to contact center applications, ensuring minimal disruption to business operations.
8. Industry knowledge and best practices: Stay up-to-date with the latest contact center industry trends, solution product releases, features, and best practices to ensure optimal utilization and efficiency.
9. Organizational Development: Participate in meetings, workshops, and training sessions to share expertise and contribute to the overall development of the organization's technology landscape.
Physical Requirements:
Often in a stationary position for up to 4 hours. Uses a keyboard, mouse or other input device. Works with others, must converse and be easily understood both verbally and in written form. Learn and apply basic instructions on a regular basis. Must complete basic math quickly and accurately. Will frequently negotiate and integrate opposing points of view. Will constantly organize and prioritize own work. Composes letters, presentations and reports.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Telephony: 1 year (Preferred)
- Software troubleshooting: 2 years (Preferred)
- Cisco Contact Center: 2 years (Preferred)
Work Location: In person