contact center applications AnalystUnitedHealth Group

We are looking for applicants with experience in any contact center applications (Cisco UCCX or UCCE, Genesys eServices, Nice InContact, Zen Desk, Five9 etc.) Primary Responsibilities: Develop telecom solutions to ensure that business needs are translated to the correct technical requirements (e.g. PBX and database routing, Redirects, Screen-Pops) and ensure that all compliance and clinical obligations are met (e.g. scripting verbiage, scripting requirements in clients contract) Coordinate with Workforce Planning and Management teams to ensure that routing solutions follow best practices in meeting the client needs as well as overall business objectives (e.g. performance guarantees, average speed of answer goals, routing efficiency) Identify and optimize new and existing routing solutions that will drive overall improvements to system utilization, scalability, productivity and reporting outcomes Maintain and update routing data in both CMS and the Toll Free Number databases and ensure appropriate communication to the parties requiring this information (e.g. contact center analytics, workforce planning, clinical operations) Maintenance of the Toll Free Number database to ensure maximum data relevance Perform other ad hoc analysis and duties as needed and as they relate to changing business objectives Translate business requirements into technical specifications, computer code, screen layouts and interfaces with other systems Required Qualifications: 3+ years of experience in one or more areas of business, IT, or quality Experience in any contact center applications (Cisco UCCX or UCCE, Genesys eServices, Nice InContact, Zen Desk, Five9 etc.) Experienced with ticket management systems (Service-Now) Background in project management and workload prioritization Demonstrate project management competencies Demonstrate written and verbal communication competence Working knowledge of business segment organizational structure Awareness of criticality of issues Ability to build and maintain trust relationships with a customer Ability to effectively communicate mission and objectives Proficiency in MS Excel, Word, PowerPoint and Visio skills Preferred Qualifications: 1+ years of experience working in a Telecom Analyst role 1+ years of Microsoft Access experience 1+ years Transact SQL query building experience (using Microsoft SQL Server 2005 or above) Basic understanding of Avaya PBX, Cisco ICM, and Genesys Experience working on an Agile team Project Management experience Location: McKinley Hill, Taguig City Shift: Night Shift
Monster

Metro Manila
Permanent
Full-time