Telephony Analyst - CCaaS (Contact Center as a Service)
Core
Design, configure, implement, and support CCaaS (Contact Center as a Service) platforms to optimize contact center technologies and enhance patient/customer experience.
Role type
Senior CCaaS Telephony Analyst
Builds
Contact Center workflows, call flows, and application enhancements for healthcare operations
Domain
Healthcare technology / Contact Center as a Service
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
CCaaS platform design and configuration, Voice Call Flows, Cloud VoIP, PSTN Calling, Softphones, routing strategies for Voice/Chat/SMS/Video/Fax, UNIX shell scripting, WinBatch scripting, server OS management (AIX, Windows Server)
Preferred skills
CCaaS certifications, experience with 2 major implementations or upgrades
Technologies
CCaaS platforms, AIX, Windows Server 2003/2008, UNIX, WinBatch
Responsibilities
Provide tier-2 support for application incidents, monitor production applications, coordinate support with IT teams, lead software upgrade initiatives, modify master files, mentor junior staff, develop requirements and test cases, provide 24/7 on-call coverage
Seniority
Mid-to-Senior, hands-on IC
