Contact Center Support Consultant - Remote
TENET
Frisco Texas
United States
Customer Service / Call Center
(No Timezone Provided)
As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!
JOB SUMMARY
Responsible for planning and managing changes to existing Conifer contact center workflows and anaging new implementations throughout the organization. This would include providing widespread support across departments and vendors in assuring implementation of the system is done accurately and seamlessly. This role would additionally be responsible in overseeing any project requests involving Conifer contact center technology to improve or assist in organizational functions. This role would with provide advanced support related to contact center requests as well as assisting the Support Engineer with escalated items.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Others may be assigned.
- Manage requests for new implementations of Conifer contact center technology solutions including project management and implementation.
- Managing and overseeing requests for changes to existing contact center workflows and implement changes within the organization and seeing it through until completion while doing it in a timely manner.
- Provide advanced and escalated support for incidents by implementing new processes if needed to improve quality functions within the organization.
- Work closely with the IS Operations Director by recommending areas for improvement and keeping them current with implementations or projects.
- Responsible in obtaining operational metrics on the contact center.
Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.
KNOWLEDGE, SKILLS, ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must possess project management experience and have led the implementation of IT-based projects, especially call center implementations.
- Advanced experienced in developing call flows for cloud-based contact center solutions, preferably inContact.
- Position requires experience in computing or related technology areas.
- Position requires experience in IT service management and service delivery.
- Must have solid troubleshooting skills, able to provide technical customer service, take initiative and have a track record of continuous learning.
- Must be experienced in troubleshooting voice and data networks as well as experience supporting Work Force Management (WFM) and Quality Management (QM) solutions used in a contact center environment.
Include minimum education, technical training, and/or experience preferred to perform the job.
- Bachelor's degree (B.A. / B.S.) in computer science, information systems, or equivalent discipline required
- 4+ years of experience developing and implementing call flows in a cloud-based contact center solution, especially inContact.
- 5+ years of experience in IT/IS required.
- Experience with CTI-based solutions required.
- Experience with self-service IVR systems required
- Experience with telecommunications connectivity and troubleshooting required
- Experience troubleshooting VOIP/SIP connectivity is highly desirable.
- Experience with object-oriented programming is highly desirable.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to work in sitting position, use computer and answer telephone
- Ability to travel
- Most be able to work afterhours occasionally
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Office Work Environment
- Approximately 10% travel may be required
Primary Location: Frisco, Texas
Job Type: Full-time
Shift Type: Days
Contact Center Support Consultant - Remote
TENET
Frisco Texas
United States
Customer Service / Call Center
(No Timezone Provided)
As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!
JOB SUMMARY
Responsible for planning and managing changes to existing Conifer contact center workflows and anaging new implementations throughout the organization. This would include providing widespread support across departments and vendors in assuring implementation of the system is done accurately and seamlessly. This role would additionally be responsible in overseeing any project requests involving Conifer contact center technology to improve or assist in organizational functions. This role would with provide advanced support related to contact center requests as well as assisting the Support Engineer with escalated items.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Others may be assigned.
- Manage requests for new implementations of Conifer contact center technology solutions including project management and implementation.
- Managing and overseeing requests for changes to existing contact center workflows and implement changes within the organization and seeing it through until completion while doing it in a timely manner.
- Provide advanced and escalated support for incidents by implementing new processes if needed to improve quality functions within the organization.
- Work closely with the IS Operations Director by recommending areas for improvement and keeping them current with implementations or projects.
- Responsible in obtaining operational metrics on the contact center.
Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment. This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.
KNOWLEDGE, SKILLS, ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must possess project management experience and have led the implementation of IT-based projects, especially call center implementations.
- Advanced experienced in developing call flows for cloud-based contact center solutions, preferably inContact.
- Position requires experience in computing or related technology areas.
- Position requires experience in IT service management and service delivery.
- Must have solid troubleshooting skills, able to provide technical customer service, take initiative and have a track record of continuous learning.
- Must be experienced in troubleshooting voice and data networks as well as experience supporting Work Force Management (WFM) and Quality Management (QM) solutions used in a contact center environment.
Include minimum education, technical training, and/or experience preferred to perform the job.
- Bachelor's degree (B.A. / B.S.) in computer science, information systems, or equivalent discipline required
- 4+ years of experience developing and implementing call flows in a cloud-based contact center solution, especially inContact.
- 5+ years of experience in IT/IS required.
- Experience with CTI-based solutions required.
- Experience with self-service IVR systems required
- Experience with telecommunications connectivity and troubleshooting required
- Experience troubleshooting VOIP/SIP connectivity is highly desirable.
- Experience with object-oriented programming is highly desirable.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to work in sitting position, use computer and answer telephone
- Ability to travel
- Most be able to work afterhours occasionally
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Office Work Environment
- Approximately 10% travel may be required
Primary Location: Frisco, Texas
Job Type: Full-time
Shift Type: Days