Infrastructure Analyst, Cisco Contact Center (REMOTE)

Employment Type:
Full time
Shift:
Day Shift

Description:
Administration and Day-Two support of Cisco Contact Center Enterprise.
Cisco Enterprise Contact Center Operations Support and Administration.

POSITION PURPOSE

Responsible for Cisco Contact Center administration and operations. Receive and address incidents and requests from users, agents and other stakeholders. Gather detailed information about issues reported to understand the nature and urgency of the problem. Address basic configuration changes, and connectivity issues. Configure and customizing contact center applications to meet specific business needs. Set up call routing rules, IVR (Interactive Voice Response) systems, and agent workflows. Provide assistance to contact center agents and other users with basic system usage, configuration, and troubleshooting. Offer guidance on best practices and procedures for using contact center tools and applications.

Job responsibilities and key requirements include, but are not limited to, the following:

• Scripting for UCCE call routing and Call Handlers, Configure dialed number, call type, agents, agent teams, supervisors, and skill groups.
• Build basic ICM Scripts
• Implement roles, departments, and business hours.
• Respond to Incident tickets with accurate, timely and thorough updates pertaining to UCCE, CUCM, Unity.
• Troubleshoot user issues related to UCCE, CUCM, Unity
• Manage/assist with service disruptions
• Integrated third party application support
• Troubleshoot and solve call flow issues
• Maintain documentation
• Understand and support Cisco CVP IVR applications
• Familiarity with CVP scripting
• Support after hours maintenance on Contact Center
• Participate in on-call rotation including after-hours and weekends
• Fulfill Service Requests

ESSENTIAL FUNCTIONS

• Proficient with UCCE configuration and Scripting Tools.
• Strong understanding of Cisco Contact Center Architecture.
• General understanding of CUCM, UNITY, Voice Gateways
• Strong work ethic, highly responsive, dependable, and self-directed, problem-solver
• Good team player that takes initiative and works collaboratively.
• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices and decisions.
• Works independently on assigned tasks and activities.
• Implements project tasks and activities proficiently, ensuring on-time project completions.
• Demonstrates safe work practices and attitudes, follows safety rules, works to prevent unsafe conditions and behaviors, and participates in organizational and departmental safety programs.
• Maintains positive working relationships with customers, management, and peers in keeping with a service-oriented organization.
• Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.

MINIMUM QUALIFICATIONS

• Associates degree, bachelor's degree preferred and a minimum of three (3) to five (5) years of directly related experience with communications infrastructure (network/telephony) equipment and procedures or equivalent combination of education and experience.
• Considerable knowledge or three (3) to five (5) of network infrastructure and/or telephony infrastructure with general knowledge in the other.
• Considerable knowledge or three (3) to five (5) years of hands-on experience administering Cisco Contact Center Enterprise
• Strong written and verbal communication skills to effectively interact with end users, technical staff and vendors of differing professional levels and ability to succeed in an environment of competing priorities.
• Works well with others on project implementation teams.
• Effective and logical troubleshooting skills.
• Ability to meet deadlines and set priorities
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

ADDITIONAL KNOWLEDGE of Verint Call Recording, eGain Analytics and SPOK is a plus

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.