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JOB DETAILS

Technical Contact Center Analyst(Cisco IVR)

Job Number: 46683
Location:
Tacoma, WA
Job Category: Information Services
Employment Type: Full-Time Regular
FTE: 1
Specialty: Not Applicable
Department: IT Network Engineering
Shift: Day
Work Schedule: 8:00 - 5:00

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Position Summary:
Candidates must have hands on experience with the latest Contact Center Technologies. Acting as a subject-matter expert in the Enterprise Contact Center Domain for Cisco Unified Contact Center Platform, Call Routing and Cisco Finesse. Works closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and with Call Center Leadership and Project Management teams in the implementation of solutions.  Supports daily operations interfacing with business leaders to crosswalk the technology to real world solutions and metrics.

Minimum Requirements:
5 years industry experience in IVR Voice User Interface design and Self Service solutions
5 years experience in Telecommunications, implementing, operating, maintaining or using (as a “super user”) systems in an enterprise setting.
Experience in multiple Contact Center Technology domains including IVR, CTI, Call Routing, Workforce Management, Call Recording, and VoIP Technologies
Experience working on full lifecycle new development projects (products that are being developed from scratch) to demonstrate an understanding of business and technical needs, and roles
Experience in developing call flows for complex applications including data driven interactions and Contact Center routing of calls, email and web chat interactions
Experience reviewing and analyzing Contact Center solutions; making suggestions for design improvements and strategy roadmaps

Education/Licenses/Certifications:
Bachelor’s degree; in business, healthcare, or Information Technology preferred; experience in Enterprise Contact Center technologies may be substituted.
Technical certification (CCNA-Voice, CCNA-Collaboration etc.) or comparable experience
Current Washington State Drivers License; and proof of a safe driving record (which meets established MHS Standards) obtained by a motor vehicle report from the appropriate state

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MultiCare is an equal opportunity employer. Hiring decisions are made without regard to race, color, religion, national origin, sexual orientation, gender identity, disability or veteran status. EOE/AA/M/F/D/V

MultiCare is a smoke-free, drug-free workplace. All employment offers are contingent upon acceptable pre-employment drug tests which include testing for the use of marijuana and nicotine. As part of our commitment to a healthy workplace, we require employees to obtain an annual flu immunization.

If you are a job applicant who requires reasonable accommodation in the job application process, please contact our Candidate Experience Team at candidateexperienceteam@multicare.org.