CCaaS Telephony Analyst | Contact Center Optimization

LE0010 Stanford Health Care; Newark (CA); On-site; USD 164,899,000 - 218,350,000; Full time

Job summary

Stanford Health Care is seeking an experienced CCaaS Telephony Analyst to join our Enterprise Contact Center team in California. The ideal candidate will possess a strong understanding of CCaaS solutions, contact center operations, and telephony technologies to optimize our channels and improve patient and customer experience.

Key responsibilities include tier-2 support, incident analysis, daily monitoring, cross-team coordination, leading small upgrades to workflows, mentoring junior staff, and

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.

Responsibilities

• 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.

Skills

CCaaS experience

CCaaS design/config

Voice & Video

Routing strategies

CCaaS integrations

Call flow design

High availability

CCaaS certifications

Education

Bachelor’s in CS/IS/Engineering

Job description

Stanford Health Care is seeking an experienced CCaaS Telephony Analyst to join our Enterprise Contact Center team in California. The ideal candidate will possess a strong understanding of CCaaS solutions, contact center operations, and telephony technologies to optimize our channels and improve patient and customer experience.

Key responsibilities include tier-2 support, incident analysis, daily monitoring, cross-team coordination, leading small upgrades to workflows, mentoring junior staff, and