Children's Wisconsin · 19 hours ago

Application/Sys Analyst Sr- Cisco Contact Center

Summit, MI

Full-time

Hybrid

Entry, Mid, Senior Level

2+ years exp

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Responsibilities

Work with Cisco Contact Center application, UCCE or Webex platforms. Experience should include agent build, Call Manager changes and script build.

Provides application, workflow and process expertise through knowledge sharing, guidance and training.

Provides support, analysis, configuration, development, testing and implementation services for multiple applications with varying users, technologies and complexities.

Identified as an application expert and primary contact in at least one defined application (and/or application specific modules).

Performs work that is complex and cross functional in nature.

Analyzes, develops, tests and implements solutions while adhering to change control and testing methodologies and all other related CHW documentation standards.

Ensures the stability, reliability and performance of the applications or modules for which they provide support by having a thorough understanding of the applications, operational workflows, integration points and technical components.

Develops and maintains working relationships with application vendor(s), aware of contracted SLA’s, and establishes appropriate prioritization of requests and issues.

Performs issue resolution, user requirement gathering for changes/enhancements, updates/upgrades and new functionality.

Meets or exceeds service level agreements in relation to resolution of customer issues. This includes collaboration with third party resources, operations and other IS teams. Responds quickly and appropriately to customer service requests.

Problem solving: collaborates with both internal and external resources to develop solutions to a variety of problems with large scope and complexity and measures impact of each solution.

Discretion/latitude: works is performed without appreciable direction, assignments are often self-initiated, and applies considerable latitude in determining technical objectives of work.

Analytical insight: clearly understands integration points with other applications and downstream systems, able to use advanced tools to run requested reports, able to translate user requirements into system specifications, works with internal teams to develop workflows, and applies best practices. Supports organizational and departmental changes. Demonstrates expertise to apply change management principles, processes, behaviors and skills necessary to effectively prepare an impacted audience for a sustainable change.

Systems thinking: supports the holistic interrelationships that exist within and across health care systems, demonstrates support of the health systems strategic initiatives, and participates in the development of team and departmental goals. Represents the team as a primary contact on projects.

Collaboration/liaison: collaborates with leadership, project managers and peers in the planning, development and deployment of new solutions/enhancements. Leads multiple medium to large sized initiatives following established project management methodologies. Documents workflow processes, application support knowledge, and project related activity. Proactively communicates new release features, changes and critical issues to users, staff, and leadership. Recognized as an expert resource for the team within the organization.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Cisco Contact CenterUCCEWebex platformsCall Manager changesScript buildCall recording platformMicrosoft OfficeAnalytical insightMentoring

Required

Requires a Bachelor's Degree or equivalent demonstrated knowledge.

Two to five years of experience with Cisco Contact Center application, UCCE or Webex platforms. Experience should include agent build, Call Manager changes and script build.

Familiarity with at least one call recording platform.

Exhibits guiding behaviors that reflect Children’s values and support our mission and vision.

Full knowledge of industry practices and standards.

Proficient with Microsoft Office tools and applications.

Mentors others by sharing knowledge, skills, and experience to help others develop and grow.