Telephony Systems Administrator ( Hybrid / Phoenix, AZ )
About The Position
The Telephony Systems Administrator will maintain daily operations of the Call Center telephony systems, providing technical support of internal systems so Call Center end users can achieve established service level goals for internal and external customers. The Telephony Systems Administrator will provide technical expertise to the Call Center computer and telephony systems including third party telephony system(s). The Telephony Systems Administrator will perform daily support service, troubleshooting telephony system issues, managing IVR functionality, reviewing and enhancing existing phone system functionality, and acting as a liaison with third party system provider(s) for reporting and troubleshooting issues. The Telephony Systems Administrator includes administration of the Cisco UCCX dialing platform, creation of inbound/outbound campaigns, reporting on campaign / Call Center performance and management of IVRs. The Telephony Administrator will be responsible for onboarding and support of new clients. Work closely with operations, implementation and PMO teams responsible for user experience. Develop and continuously improve usability and functionality. Identify and manage potential integration partnerships with external applications (e.g. predictive dialers / auto-dialers). Take initiative in tracking, anticipating, and proposing likely industry developments for the organization to stay ahead of customer needs and requirements. Take a role as the expert with respect to telephony (i.e. - phones/fax systems) Initiate and lead interactions among other teams within AssistRx to ensure coordination of development and support activities for our telephony solutions. Ability to multi‐task in a fast‐paced organization. Work with cross functional teams to ensure support for integrations across the platform and ecosystems. Flexibility and adaptability to rapid change. Positive attitude and sense of humor.
Requirements
- 3-5 years of experience as a Telephony Engineer / Administrator.
- Understanding Cisco Collaboration Portfolio preferred (e.g. VOIP, UCCX/UCCE, CUCM / UCCX/ UCON / CUBE / JABBER / Room Kits / IP Phones)
- Understanding IP IVR and Contact Center deployments / integrations.
- Faxing solution administration (e.g.on-prem/cloud, analog/digital/FOIP, etc.)
- Ability to synthesize complex concepts.
- Experience delivering healthcare telephony solutions preferred.
- Excellent written and verbal communication skills.
- Organizational skills and attention to detail.
- Exceptional interpersonal and teamwork skills.
- Ability to multi‐task in a fast‐paced organization.
- Flexibility and adaptability to rapid change.
- Positive attitude and sense of humor.
Nice To Haves
- Call/Screen Recording, Workforce Optimization/Management, Quality Management (QM) Experience (WFO/WFM) a plus.
Responsibilities
- Maintain daily operations of the Call Center telephony systems
- Provide technical support of internal systems
- Provide technical expertise to the Call Center computer and telephony systems including third party telephony system(s)
- Perform daily support service, troubleshooting telephony system issues
- Manage IVR functionality
- Review and enhance existing phone system functionality
- Act as a liaison with third party system provider(s) for reporting and troubleshooting issues
- Administration of the Cisco UCCX dialing platform
- Creation of inbound/outbound campaigns
- Reporting on campaign / Call Center performance
- Management of IVRs
- Responsible for onboarding and support of new clients
- Work closely with operations, implementation and PMO teams responsible for user experience
- Develop and continuously improve usability and functionality
- Identify and manage potential integration partnerships with external applications (e.g. predictive dialers / auto-dialers)
- Take initiative in tracking, anticipating, and proposing likely industry developments
- Take a role as the expert with respect to telephony (i.e. - phones/fax systems)
- Initiate and lead interactions among other teams within AssistRx
- Work with cross functional teams to ensure support for integrations across the platform and ecosystems
Benefits
- Supportive, progressive, fast-paced environment.
- Competitive pay structure.
- Matching 401(k) with immediate vesting.
- Medical, dental, vision, life, & short-term disability insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
