Principal Application Analyst

Mayo Clinic•Rochester, MN

43d•$112,819 - $164,995•Remote

About The Position

Mayo Clinic is a top-ranked healthcare provider dedicated to patient needs and employee well-being, offering competitive compensation, comprehensive benefits, and opportunities for continuing education and career advancement. This role involves providing advisory support for enterprise contact centers, focusing on the utilization and configuration of Enterprise Workforce Optimization (WFO) solutions. The Principal Application Analyst will serve as the product expert for WFO applications, which are crucial for measuring customer experience, identifying impact factors, and developing strategies for improvement. Stability of these tools is essential for managing business processes and providing actionable data to leadership. The position is responsible for the design, development, monitoring, administration, and reporting of technologies for the Enterprise Contact Center, including IVR applications, outbound dialers, and related databases.

Requirements

Master’s degree in Business Analysis, Business Administration, Engineering, Computer Information Systems, or related and 6 years of experience OR a Bachelor’s degree in Business Analysis, Business Administration, Engineering, Computer Information Systems, or related and 8 years of experience required.
Background in customizing IVR environments using required software such as Core JAVA, VXML.
Background in developing applications using various databases such as Oracle 9i and SQL Server 7.0.
Vendor application design.
Monitoring and maintenance of intra-day dialer and agent activity and campaign reporting.
Maintenance of telephony converged platform lab environment in order to execute testing/user acceptance testing.

Responsibilities

Leads the design, development, customization, implementation, and support of IVR applications on the Contact Center Portal and outbound dialers.
Makes recommendations and designs IVR applications that create a positive customer experience.
Frequently works with contact center platforms and technologies.
Manages daily call list loading, monitors intra-day dialer and agent activity, and handles campaign reporting.
Monitors performance, daily data integration, validity of output, and coordinates application maintenance.
Accurately assesses and resolves basic issues surrounding call list management and agent interaction with the software.
Performs routine dialer maintenance tasks.
Acts as the first point of contact for reporting and fixing issues regarding the contact center, working closely with supervisors and agents.
Customizes IVR environments using required software such as Core JAVA and VXML or others.
Develops applications that can retrieve data using various databases such as Oracle 9i and SQL Server 7.0.
Designs and validates dialing rules to meet FCC regulations for all dialing campaigns.
Designs and delivers initial solution configuration and ongoing configuration as the Enterprise WFO footprint expands.
Monitors adapters and feeds to ensure proper functioning and engages Enterprise Systems partners if resending is necessary.
Completes model validations to ensure data output is valid and accurate between source and WFM/QM software.
Manages all IVR projects from inception to implementation and post cut-over support.
Responsible for the overall design, expansion, and enhancements of IVRs related to generating new revenue streams.
Independently designs and deploys new applications with other I.T. systems integration for voice technology services and outbound dialers.
Assists with upgrades, fixes, patches, and maintains the lab environment for testing/user acceptance testing.
Participates in on-call rotation.
Assists with ongoing data integration as new customers or work types are identified.