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An established and growing healthcare organization is actively seeking an experienced Interactive Intelligence Specialist (ININ) to join their telecommunications team. As the ININ Administrator you will contribute to the design, build, test, implementation and maintenance of the phone, voicemail and contact center/IVR for the organization's medical sites and headquarters. As part of the Telecom team, the ININ Administrator will be responsible to identify, create, and execute the processes and procedures required to maintain a high level of service for production phone systems. The ideal candidate will be able to thrive in a fast-paced environment where no day is the same.
Daily support of telecommunications (CiscoVoIP cluster, gateways, telecom circuits, Interactive Intelligence Contact Center (ININ)-Interaction Administrator and Interaction Attendant)
Hands on day -- to -- day support at all levels.
Support post migration/deployment of new technologies and Complex MACD requests.
An integral part of telecom design and future technology strategies. (Prior telecom and VOIP experience is a must).
Assist in the development of Unified Communications strategies for the organization (unified mailbox, IM, mobility, etc.).
Provide Operation Support on & off hours -- on call rotation to include weekends and holidays.
Working with end-users to address and resolve technology issues which arise with daily operational use of phone and contact center hardware and software solutions.
Interact directly with other team members and end-users, in order to understand business problems and help to identify solutions.
Working with end-users to help them understand the defined workflows and system functionality.
Working with end-users and other team members to identify when new workflows or functionality is required to meet their individual needs.
Identifying, analyzing, escalating and resolving carrier circuit issues.
Procurement of telecom circuits, equipment, licensing and billing.
Provide Tier 3 team escalation and interface with vendors to resolve all issues required.
Diagnose and resolve complex configuration and troubleshooting issues within a multi-vendor infrastructure.
Defining and communicating project standards and guidelines around the applications and workflows.
Documenting system requirements, release notes, test plans, training documentation, etc. as required by our project delivery methodology.
Coordinate with other administrative and support teams (i.e. compliance, patient accounts, clinical).
Maintain effective external relationships with vendors, consultants, and service providers; leverage these relationships to ensure that the best fit solutions and resources are available to the firm.
Bachelor's Degree from four-year college or university; or four years related experience and/or training; or equivalent combination of education and experience.
5+ years in implementation experience of telecom circuits, billing and telecom related phone systems
5+ years in Telecom and VoIP experience
Interactive Intelligence Contact Center (ININ) administration and attendance experience required
I3 scripting required
Project Management experience a plus
Training experience a plus
Strong analytical, organizational, and problem solving skills
Strong communication skills and the ability to interact with all levels of the organization
Ability to maintain composure and clarity of thought under pressure
Proven success in contributing to a team-oriented environment
Excellent leadership and interpersonal skills
Desire to work in an information systems environment
Desire to identify and drive change initiatives within an organization
Healthcare experience a plus but not required
Third Party Applications Not Accepted
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