CCaaS Telephony Analyst - Healthcare IT Ops

1.0 FTE Full time Day - 08 Hour R2657832 Onsite  Admin Enterprise Contact Ctr Technology & Digital Solutions NEWARK, 7600 Gateway Blvd, California

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Day - 08 Hour (United States of America)

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 benefit ting operations, and enhancing patient & customer experience while ensuring seamless integration across various communication channels.

Qualifications

• 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.
• Relevant certifications in contact center solutions (e.g., CCaaS certifications) are a plus.

• Who is not only technical from a CCaaS platform perspective, but also someone who is able to lead requirements gathering sessions and act upon them using industry best practices.
• Who is creative and can think outside of the box.
• Who is organized and has experience interacting with junior and senior stakeholders.

• 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.

• Bachelor's Degree Bachelor’s degree in related field: COMPUTER SCIENCE, INFORMATION SYSTEMS OR A DIRECTLY RELATED FIELD OF ENGINEERING Required
• Certification in relevant applications Preferred

• Three (3) to Five (5) years of progressively responsible and directly related work experience in healthcare or technology related work environment. Required and
• Prefer experience with 2 major implementations or upgrades Preferred

• Ability to work in server operating systems such as AIX and Windows Server 2003 and 2008.
• Strong UNIX shell scripting skills.
• Strong Win Batch 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…