CCaaS Telephony Analyst — Contact Center Optimizer

Stanford Health Care; California, United States; Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

Stanford Health Care seeks an experienced CCaaS Telephony Analyst to join our Enterprise Contact Center team. The role focuses on optimizing CCaaS solutions, telephony tech, and contact center workflows to enhance patient and customer experience across channels.

The ideal candidate will lead requirements gathering, design, and implementation efforts while collaborating with multiple IT teams in a high-availability environment. A healthcare tech background is preferred.

Formación

• Hands-on experience with CCaaS (Contact Center as a Service) solutions.
• Experience in designing, configuring, implementing, and supporting CCaaS platform(s).
• Strong understanding of Voice Call Flows, Cloud VoIP, Video, PSTN Calling and Softphones for Contact Center.
• Knowledge of routing strategies for Voice, Chat, SMS/Text, Video and Fax.
• Advanced Contact Center Configuration for Voice, Chat, SMS/Text, Video, Fax and API Integrations.
• Designing Contact Center Call Flows & workflows for patient/customer experience leveraging a CCaaS platform.
• Experience in high availability and scalability environments.
• Relevant CCaaS certifications are a plus.

Responsabilidades

• Provide tier-2 support of application incidents reported through the help desk.
• Assist junior team members with incident resolution, maintenance items, and enhancement requests.
• Monitor applications in production on a daily basis.
• Coordinate application support with Infrastructure, Integration, Reporting, and the help desk teams.
• Lead small to medium software upgrade initiatives or workflow enhancements.
• Modify tables and master files and guide juniors on changes.
• Implement changes per documented procedures and department policies.
• Own low to medium complexity issues and facilitate resolution with customers.
• Mentor junior staff to document workflows and processes.
• Assist in developing requirements/specifications and test cases for new functionality.
• Participate in team and cross-team meetings and maintain records.
• Provide ongoing troubleshooting, support, and 24/7 on-call coverage as required.
• Support senior members in documenting requirements and test cases.

Conocimientos

CCaaS platform

Platform design & config

Voice/Video/Chat routing

Call flow design

CCaaS integrations

High availability

Certifications in CCaaS

Educación

Bachelor's degree in CS/IS or related field

Certification in relevant applications

Descripción del empleo

Stanford Health Care seeks an experienced CCaaS Telephony Analyst to join our Enterprise Contact Center team. The role focuses on optimizing CCaaS solutions, telephony tech, and contact center workflows to enhance patient and customer experience across channels.

The ideal candidate will lead requirements gathering, design, and implementation efforts while collaborating with multiple IT teams in a high-availability environment. A healthcare tech background is preferred.