Telephony System Analyst - CCaaS (Contact Center as a Service)

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

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. Day - 08 Hour (United States of America) Stanford Health Care is seeking an experienced CCaaS Telephony Analyst to join our Enterprise Contact Center team. The ideal candidate will possess a strong understanding of CCaaS (Contact Center as a Service) solutions, Contact Center, and Telephony technologies, as well as business analysis methodologies. This role will be pivotal in optimizing our contact center technologies, directly benefitting operations, and enhancing patient & customer experience while ensuring seamless integration across various communication channels.

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.

We are looking for a candidate

• Who is not only technical from a CCaaS platform perspective, but also someone who is able to lead requirements gathering sessions and act upon them using industry best practices.
• Who is creative and can think outside of the box.
• Who is organized and has experience interacting with junior and senior stakeholders.

Locations

Stanford Health Care

What you will do

• 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.

Education Qualifications

Bachelor's Degree Bachelor’s degree in related field: Computer Science, Information Systems or a Directly Related Field of Engineering

Preferred Experience Qualifications

Three (3) to Five (5) years of progressively responsible and directly related work experience in healthcare or technology related work environment.

Required and Prefer experience with 2 major implementations or upgrades.

Required Knowledge, Skills and Abilities

Ability to work in server operating systems such as AIX and Windows Server 2003 and 2008. Strong UNIX shell scripting skills. Strong WinBatch scripting skills. Mid-level Microsoft Office skills Ability to diagnose and resolve complex technology problems Ability and desire to learn specialized and advanced technology solutions Ability to establish a set of tasks and activities associated with an intended outcome and timeline Ability to take action consistent with available facts, constraints, and anticipated consequences Ability to use appropriate interpersonal skills to give information to and receive information from coworkers and clients in a tactfully and professional manner Ability to use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions Ability to develop new skills and teach others Ability to collaborate and build consensus with stakeholders Ability to understand and adhere to operational standards, policies, and procedures Ability to identify risks and issues Ability to develop solutions for new and unfamiliar challenges Ability to analyze data, interpret results and draw conclusions Knowledge of current issues and trends in health care and business and financial operations in a health care system Knowledge of core business and financial applications as well as other information systems and computer applications used in a health care setting.

Physical Demands and Work Conditions

Blood Borne Pathogens Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees

SHC Commitment to Providing an Exceptional Patient & Family Experience Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery. You will do this by executing against our three experience pillars, from the patient and family’s perspective: Know Me: Anticipate my needs and status to deliver effective care Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health Coordinate for Me: Own the complexity of my care through coordination.

Equal Opportunity Employer

Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale

Generally starting at $57.53 - $76.22 per hour The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow. As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

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