Telephony Systems Administrator

Role Overview

• Maintain daily operations of the Call Center telephony systems.
• Provide technical support of internal systems so Call Center end users can achieve established service level goals.
• Provide technical expertise to the Call Center computer and telephony systems including third party telephony system(s).
• Perform daily support service and troubleshoot telephony system issues.
• Manage IVR functionality and review/enhance existing phone system functionality.
• Act as a liaison with third party system provider(s) for reporting and troubleshooting issues.
• Oversee administration of the Cisco UCCX dialing platform, creation of inbound/outbound campaigns, and reporting on campaign / Call Center performance.
• Manage IVRs and onboard/support new clients.

Requirements

• 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.
• Take a role as the expert with respect to telephony (i.e.
• phones/fax systems)
• Initiate and lead interactions among other teams within AssistRx to ensure coordination of development and support activities for our telephony solutions.
• Ability to multi‐task in a fast‐paced organization.
• Work with cross functional teams to ensure support for integrations across the platform and ecosystems.
• Flexibility and adaptability to rapid change.
• Positive attitude and sense of humor.
• 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.)
• Ability to synthesize complex concepts.
• 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.

Tech Stack

• Cloud
• VoIP

Benefits

• Supportive, progressive, fast-paced environment.**
• Competitive pay structure.
• Matching 401(k) with immediate vesting.
• Medical, dental, vision, life, & short-term disability insurance.
• AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.
• All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.
• AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire.