Telephony Analyst - CCaaS (Contact Center as a Service) Job at Stanford Health Care (NEWARK)

Job Description

Stanford Health Care is seeking an experienced CCaaS Telephony Analyst to join our Enterprise Contact Center team. The ideal candidate will possess a strong understanding of CCaaS (Contact Center as a Service) solutions, Contact Center, and Telephony technologies, as well as business analysis methodologies. This role will be pivotal in optimizing our contact center technologies, directly benefitting operations, and enhancing patient & customer experience while ensuring seamless integration across various communication channels.

Job Responsibility

Provide tier-2 support of application incidents reported through the help desk
Provide analytical assistance to junior team members to resolve application incidents, maintenance items, and enhancement requests
Perform daily monitoring of applications in production use
Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk
Lead small to medium complexity software upgrade initiatives or enhancements to workflows including the design, build, and test phases
Modify tables/master files, make additions and changes and provide guidance to junior team members on these activities
Implement changes using documented procedures that are compliant with department’s policies and procedures
Take ownership of low to medium complexity issues and act as a liaison between customer and other support staff to facilitate resolution
Work with and mentor junior staff members to document workflows
Assist senior team members in developing and maintaining requirements/specifications and test cases for new or enhanced functionality to department applications
Participate in team and cross-team meetings and maintain appropriate meeting records
Provide ongoing troubleshooting, support, and maintenance of applications
including 24/7 on call coverage as required
Assist senior team members in developing and maintaining requirements/specifications and test cases for new or enhanced functionality to department applications

Requirements

Hands-on experience with CCaaS (Contact Center as a Service) solutions
Experience in designing, configuring, implementing, and supporting CCaaS platform (Contact Center as a Service)
Strong Understanding of Voice Call Flows, Cloud VoIP, Video, PSTN Calling and Softphones for Contact Center
In-depth knowledge of routing strategies for Voice, Chat, SMS / Text, Video and Fax
Advanced Contact Center Configuration proficiency for Voice, Chat, SMS / Text, Video, Fax and API Integrations
Experience with designing Contact Center Call Flows & work flows for an excellent Patient / Customer Experience leveraging a CCaaS platform
Experience working in environments with high availability and scalability needs
Bachelor's Degree in Computer Science, Information Systems or a directly related field of engineering
Three (3) to Five (5) years of progressively responsible and directly related work experience in healthcare or technology related work environment
Ability to work in server operating systems such as AIX and Windows Server 2003 and 2008
Strong UNIX shell scripting skills
Strong WinBatch scripting skills
Mid-level Microsoft Office skills
Ability to diagnose and resolve complex technology problems
Ability and desire to learn specialized and advanced technology solutions
Ability to establish a set of tasks and activities associated with an intended outcome and timeline
Ability to take action consistent with available facts, constraints, and anticipated consequences
Ability to use appropriate interpersonal skills to give information to and receive information from coworkers and clients in a tactfully and professional manner
Ability to use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions
Ability to develop new skills and teach others
Ability to collaborate and build consensus with stakeholders
Ability to understand and adhere to operational standards, policies, and procedures
Ability to identify risks and issues
Ability to develop solutions for new and unfamiliar challenges
Ability to analyze data, interpret results and draw conclusions
Knowledge of current issues and trends in health care and business and financial operations in a health care system
Knowledge of core business and financial applications as well as other information systems and computer applications used in a health care setting

Nice to have

Relevant certifications in contact center solutions (e.g., CCaaS certifications) are a plus
Certification in relevant applications
Experience with 2 major implementations or upgrades

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Telephony Analyst - CCaaS (Contact Center as a Service)

Job Description

Job Responsibility

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