Telephony Systems Administrator ( Hybrid / Phoenix, AZ )

About the role

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).

Responsibilities

• 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.
• Administer the Cisco UCCX dialing platform, creation of inbound/outbound campaigns, reporting on campaign / Call Center performance and management of IVRs.
• Onboard 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.
• Initiate and lead interactions among other teams within AssistRx to ensure coordination of development and support activities for our telephony solutions.
• Multi-task in a fast-paced organization.
• Work with cross-functional teams to ensure support for integrations across the platform and ecosystems.
• Show flexibility and adaptability to rapid change.
• Show a 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.).
• Experience delivering healthcare telephony solutions preferred.
• Excellent written and verbal communication skills.
• Organizational skills and attention to detail.
• Exceptional interpersonal and teamwork skills.
• Call/Screen Recording, Workforce Optimization/Management, Quality Management (QM) Experience (WFO/WFM) a plus.

Qualifications

Experience delivering healthcare telephony solutions preferred.

Skills

Excellent written and verbal communication skills.

Organizational skills and attention to detail.

Exceptional interpersonal and teamwork skills.

Call/Screen Recording, Workforce Optimization/Management, Quality Management (QM) Experience (WFO/WFM) a plus.

Benefits

• Supportive, progressive, fast-paced environment.
• Competitive pay structure.
• Matching 401(k) with immediate vesting.
• Medical, dental, vision, life, & short-term disability insurance.