IT Systems Analyst III - Five9 & Call Center Technology
About The Position
The Systems Analyst III is responsible for defining system scope and objectives based on user needs, business requirements, and industry standards. This role analyzes complex business problems, documents requirements, and translates them into detailed system specifications. The position operates at the highest technical level across most phases of the system lifecycle while balancing business objectives and long-term technology strategy. A key focus of this role is to build and enhance the voice solutions supporting the Five9 contact center platform. The analyst will develop high-quality, reliable, and high-performing voice applications using technologies such as SIP, RTP/RTCP, IVR, IVA, WebRTC, Web Sockets, and JavaScript. This role requires strong technical expertise, problem-solving ability, and cross-functional collaboration to drive exceptional customer and patient experiences.
Requirements
- Bachelor's Degree in Information Technology (or 4 years of related experience). Master's Degree preferred but not required.
- Experience 5+ years in IT application support or development (with bachelor's degree). 9+ years of experience if candidate does not hold a bachelor's degree.
- Project management experience required. Demonstrated experience driving process improvements.
- Strong understanding of multi-tier application design.
- Familiarity with database design and usage. Excellent analytical, organizational, problem-solving, and project management skills.
- Strong communication skills with the ability to work effectively across all levels of the organization.
- Ability to remain calm and effective in high-pressure situations.
- Comfortable driving change and improving processes.
- Flexible and adaptable interpersonal style.
- Proven leadership ability and strong capability in managing application projects.
Nice To Haves
- Experience with SQL Server, SSIS, IIS, SharePoint, and website technologies is beneficial.
- Healthcare experience strongly preferred.
- Knowledge of APIs and HL7 is a plus.
Responsibilities
- Serve as the Subject Matter Expert (SME) for at least one application or functional area.
- Understand the full application stack and resolve unique or complex issues.
- Identify and learn new applications or functionality areas to expand team expertise.
- Design, develop, and maintain utilities and applications to solve business problems.
- Assist in planning and analyzing software strategies and system upgrades. Support the planning, development, and maintenance of application interfaces.
- Foster a collaborative team environment and promote knowledge sharing across IT and operational partners.
- Provide coaching and training to IT staff and business partners.
- Work directly with end-users to resolve issues related to daily operations and system workflows.
- Mentor junior analysts and guide them through design, troubleshooting, and maintenance activities.
- Support digital website technologies and related system functions.
- Partner with physicians, leaders, and business users to identify needs and define system solutions.
- Help users understand system workflows and identify when enhancements or new workflows are required.
- Identify, analyze, and escalate risks and issues on critical initiatives.
- Analyze information and data to identify trends and recommend improvements.
- Define and communicate standards, guidelines, and best practices.
- Create system documentation, including requirements, release notes, test plans, and training materials.
- Coordinate with cross-functional support groups such as compliance and patient accounts.
- Perform additional duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Ambulatory Health Care Services
Number of Employees
1,001-5,000 employees
