Voice Analyst (Telecom Support) - Nemours

The Voice Analyst is a technical role providing operational support for the Cisco Unified Call Center and IP based phone system for the Nemours Enterprise. Nemours is in the process of migrating to Teams Voice external dial for remote telecommuter Associates replacing Cisco Jabber. Nemours is evaluating Cloud Contact Center platforms and migrating off the on-premises Cisco Unified Call Center. The primary responsibility of this role will be to focus on assisting with the implementation of these new platforms, leveraging the new technology to advance workflows and improve patient family experience. Providing support for break/fix of the existing Cisco environment and future voice platforms is part of the daily responsibilities. The Voice Analyst will provide direct end user support for voicemail, call routing, Cisco IP phone configuration, and call center support. This position will perform upgrades, testing/configuring devices, support new workflow designs and participate in on call rotation for after hour's escalation. Experience with voice technologies is desired specifically with Cisco CUCM, Unity Connection, UCCE, Microsoft Teams Voice and/or cloud contact center platforms.

As Nemours moves forward with a modernization initiative around voice technologies, the ability to embrace change and learn new voice technology is required.

• Perform routine systems tasks (upgrades, back-ups, etc.) and resolve assigned Help Desk tickets in a manner consistent with service level guidelines and Nemours customer service expectations.
• Interact with customers and establish customer relationships to gather and analyze customer needs, assess available resources, and determine optimal solutions.
• Coordinate vendors, maintenance, and upgrades to minimize downtime and/or impact on end users.
• Assist with the implementation of voice, data and video services that will be used to support the Enterprise and its satellites, coordinating with members of other enterprise functional teams to ensure departmental goals are supported.
• Monitor, analyze and correct voice/data system errors and initiate service calls as required. Ensure optimal system performance, applying system level patches or upgrades as necessary and coordinating system backups to ensure accuracy and integrity.
• Administer user accounts and security access, providing documentation and training to users prior to implementation of new accounts and/or products, as necessary.
• Accurately document instances of hardware failure, repair, installation, and removal.

• Associate's Degree in Computer Science, Business or Information Technology preferred. Equivalent work experience can be considered in lieu of degree.
• Minimum of 3-5 years of technology focused experience required.
• Experience with voice technologies is desired specifically with Cisco CUCM, Unity Connection, UCCE, Microsoft Teams Voice and/or cloud contact center platforms.