• Senior Call Center Analyst

    Location US-MA-Boston
    Job Posted Date 3 months ago(7/5/2019 2:49 PM)
    Job ID
    2019-14685
    Category
    Operations
    Type
    full time
    Grade
    21
  • Overview

    POSITION SUMMARY:    The Senior Call Center Analyst will be a key contributor in project planning, software administration, and support to the DFCI telephony systems with an emphasis on call center technologies. This will include the implementation of telephony applications pertaining to the Avaya PBXs and adjuncts including Avaya Communications Manager, Session Manager, Avaya Enablement Server (AES), Call Management System (CMS), CMS Supervisor, CC-Elite, Aura Messaging, and Avaya Workforce Optimization Select (AWFOS) to support DFCI main campus and satellite locations. This position will continuously work to enhance the call center telecom infrastructure and provide day-to-day support in a multi-tasking environment.

    Responsibilities

    • Prepares ad hoc and scheduled call center metric reports and analyses
    • Provides Tier-2 and Tier-3 support for all PBX maintenance and technical support issues to include all voice adjunct systems
    • Creates comprehensive work and call flows utilizing Call Vectoring, Vector Directory Numbers (VDN), and skills/split based routing configurations
    • Documents the customer journey in all call center scenarios, including change requests and trouble resolutions
    • Interfaces with patient facing Welcome Center team management for call center telephony solutions
    • Works with Network Engineering team to troubleshoot network issues related to voice technologies
    • Provides backup to Technical Services Coordinator for call accounting system programming and reporting.
    • Utilizes ServiceNow and Aware centralized ticketing systems
    • Provides 24-hour on-call support for Telecommunications on a rotating basis
    • Maintains confidentiality at all times
    • May be required to perform outside normal job areas at discretion of supervisor in the interest of a safe hospital environment

    Qualifications

    • Bachelor’s degree in Telecommunications, IS, or equivalent combination of education and experience
    • 3-5 years experience with administration, programming, and troubleshooting of Avaya Communications Manager telephony systems including G350/450, Aura Messaging, CMS, CMS Supervisor, Elite, AES, and AWFOS
    • Avaya Telephony certifications are desired
    • Proven experience supporting a mid-large call center environment
    • Experience working with Customer Relationship Management (CRM) platforms (e.g. Salesforce)
    • Proficient with Microsoft suite of office products (Microsoft Excel, Word, PowerPoint, and Visio)
    • Must be able to work independently as well as within a team and follow through on tasks with minimal supervision
    • Strong knowledge of VoIP, SIP, Call Detail Record (CDR), Call Recording, and softphone technology

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