Sr Analyst, Ccaas (IT)

at  DaVita

EDUCATION AND EXPERIENCE

• 4-6 years’ experience in administration of CCaaS.
• Associates Degree of Apprenticeship required.

GENERAL PURPOSE OF THE JOB

The CCaaS (Call Center as a Service) Sr Analyst is a technical lead role working with cross-functional departments and multiple call centers to implement and support complex contact center solutions. This role work with cross-functional departments and multiple call centers to implement and support contact center solutions. The Senior Analyst will build, scale, and maintain the platform while partnering with Project Managers, Engineers, IT, and other Business Stakeholders across the Village to achieve desired strategic outcomes.
The position is responsible, at various levels, for working with IT leadership to engage stakeholders in gathering user requirements, defining system functionality, and developing solutions on the CCaaS platform and integrated CRM systems. This role will be responsible for all phases of intake, ranging from requirements, design, build and deployment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Collaboration and partner / customer management

• Work directly with stakeholders & customers across multiple call-centers.
• Serve as a central point of contact with BPO partners for all data, reporting, and user needs.
• Troubleshoot customer issues and provide resolution options and ongoing support to solve issues in the CCaaS quickly.

Application Program Interfaces

• Designing omni-channel call flows and integrations with back-end systems using application program interfaces (API).

Platform Management

• Manage and develop in platforms like NICE CXone, TalkDesk as well as deep understanding of integrations with CRM tools like ServiceNow, Salesforce and Siebel.
• Support, design, build and deploy call flows, skills-based routing for voice, chat, email and SMS contact center technology.
• Create or update IVR’s, call flows, and routing development.

Data Analysis

• Demonstrated experience in analyzing call center data, KPIs, and performance metrics to derive insights, identify trends, and recommend strategies for operational improvement.