Connection Center Technology Specialist at Dignity Health Phoenix, AZ

Responsibilities

The Connection Center Business Analyst is responsible for the administration and support of the Live Ops Connection Center Telephony platforms (UCCE/Zoom) and other system applications including CRM, EHR, and Google Workspace. This role involves analyzing business needs, gathering customer requirements, leading focus groups for the design and configuration of call flows and other customer interaction channels, and managing project implementation and documentation.

The goal is to enhance the efficiency of Connection Center operations, service delivery, and overall financial performance.

Daily responsibilities include managing the ticketing queue, monitoring customer incident chats, and supporting Connection Center management reporting. The analyst fosters a culture centered on human kindness and patient-focused care, in alignment with Dignity Health and the medical group's values.

The role also includes comprehensive system management – performing analysis, design, development, and documentation of analytics and reports. The analyst must understand the business impact of technical issues, enabling them to accurately assess incident severity and coordinate with IT teams to resolve a wide range of technical problems. This includes support across Telephony (UCCE/Zoom), Salesforce, EHR systems, and other third‑party applications used within the Connection Center.

• Responsible for managing and administering the Connection Center Telephony (UCCE/Zoom) and other Systems platform to ensure Connection Center service delivery operational goals are met.
• Partners with the business to enhance the Connection Center Telephony (UCCE/Zoom) platform functionality in areas such as call routing, routing of other communication channels (voicemail, email, Salesforce work item, SMS text, chats, call back requests), call recording, speech and text analytics, workforce management integration, reporting and dashboard.
• Acts as a support liaison with Connection Center Telephony (UCCE/Zoom) platform, other Connection Center technology vendors, corporate IT functions, ensuring that the organization's needs are met in a timely and accurate manner.
• Day‑to‑day interactions with the user community and works consistently with all levels of the Business and IT stakeholders as it relates to Project Support, Incident Management, Request fulfillment, Problem Management and Project Delivery of medium to highly complex enterprise‑scale projects. Seeks opportunities for improvement in adherence to OLA's and Customer Satisfaction.
• Maintains the ticket queue, incident chats, and resolves/escalates as needed.
• Possesses a deep knowledge of all aspects of desktop and application services used within Connection Center.
• Acts as liaison between Connection Center and other teams (Network, IT, Telephony, Vendors) in resolving customer issues on individual and large scale.

• CompTIA A+ Certification (A-PLUS)
• Minimum three years of related work experience or equivalent training education
• 2–4 years of experience in the service industry

• Associate’s Degree in Information Technology

$30.55 – $44.30 /hour

We are an equal opportunity/affirmative action employer.