Business Applications Adminstrator - Contact Center

Description

“Sanitas is a global healthcare organization expanding across the United States. Our services include primary care, urgent care, nutrition, lab, diagnostic, health care education and resources for our patients. We strive to attract professionals who believe in our mission, vision and are dedicated to the service of our patients and their families creating a memorable experience through compassion, respect, and kindness.”

Job Summary

The Business Applications Administrator for the Contact Center provides administration and support for business applications, specializing in telephony platforms. They plan and undertake configuration and enhancement of business applications to meet business needs. Support users. This position assists with administrative or technical tasks on projects.

Essential Job Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Deliver projects as agreed with the coordinator to sustain or enhance business applications.
• Develop documentation for business applications and processes.
• Takes responsibility for business application service desk support requests.
• Identify, troubleshoot and resolve application problems encountered.
• Develop and implement system and application test plans and coordinate User Acceptance Testing for projects.
• License management, user provision and deprovision.
• Develop, validate, and implement changes to the CTI platform.
• Configure outbound calling strategies and dialing rules.
• On-call and after-hours support may be required on a programmed or rotational basis.
• Implement, maintain, and update IVR configurations.
• Proficient in IP Telephony and the integration of Enterprise data and Telecom Networks.
• Understand auto-dialer operations and concepts.
• Maintain technical currency through self-learning, knowledge transfer and formal training. Facilitate knowledge sharing amongst members within the information Systems team.
• Configure outbound calling strategies and dialing rules.
• Knowledge of IP protocol configurations in a Networked [Ethernet] environment.
• Perform all duties as assigned by the Manager.

Qualifications

Supervisory Responsibilities

This position has no supervisory responsibilities.

Required Education

• Bachelor’s Degree.

Required Experience

• 2 years' Experience in support and maintenance of business applications and good troubleshooting skills. Experience in configuring applications to meet business needs.

Required Licenses and Certifications

• N/A

Required Knowledge, Skills, and Abilities

• Technical knowledge and experience in diverse systems implementations and configurations.
• Talkdesk or 8x8 experience or transferable experience.
• Team oriented with good communication skills with ability to understand business and implications of decisions.
• Highly focused task execution.
• Good verbal and presentation communication skills.
• Great Customer Service.
• Ability to maintain confidentiality.
• Detail-oriented, well-organized, analytical skills.

Preferred Qualifications

• Bachelor’s Degree in Information Technology preferred.
• Business-related degrees with technical knowledge and experience in diverse systems implementations and configurations preferred.
• 3 Year experience in business application implementation, configuration and support preferred.
• Contact center applications experience preferred.
• IVR management knowledge preferred.

Financial Responsibilities

Budget Responsibilities

Languages

Travel

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job the employee is regularly required to work standing up, walk, use hands to operate tools and equipment and must be able to exert regularly up to 10 pounds of force, frequently exert 30 pounds of force and occasionally exert 50 pounds of force to constantly perform the essential job functions. The employee will be frequently required to reach with hands and arms, bend, balance, kneel, crouch, crawl, push, and pull. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Environmental Conditions

Inside: The employee is subject to environmental conditions, protection from weather conditions but not necessarily from temperature changes. The worker is subject to noise; there may be sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

Physical/Environmental Activities

Please indicate with an X the frequency for the activities that apply to the essential functions of the job based on the chart below. Please select Not Required for physical demands that aren’t essential to job performance.