System Administrator-Contact Center

Job Locations US-WI-Madison
Req No.
2017-2023
Category
IT
Type
Regular Full-Time

Summary of Major Responsibilities

This position is focused on providing technical and operational support for the company's Customer Care Center processes and systems. Responsible for providing end user software and hardware support to ensure long-term solutions in a growing world-class service environment.

Essential Duties and Responsibilities

  • Provide daily operational support for hardware, software (hosted, on premise, and client side) and various other components in support of IT telephony operations for the Customer Care Center.
  • Manage hardware and software configurations and maintain systems documentation.
  • Maintain on-going portfolio of the Customer Care Center systems, current updates, enhancements, and maintenance.
  • Troubleshoot and coordinate client "root cause" issue resolution, both software and equipment errors, as identified by system generated alarms or system users.
  • Assign and/or update incident severity levels based on business impact and risk during peak business.
  • Inform all stakeholders of incident occurrences and provide periodic status and resolution ETA.
  • Maintain Knowledge Base of troubleshooting documentation for frequent incident occurrences and FAQ's for user groups.
  • Work directly with hardware and software vendors regarding resolution of application bugs and other systems issues, holding them accountable for service level standards.
  • Serve as primary liaison with vendors and business stakeholders for all Customer Care Center systems.
  • Collaborate with business partners and stakeholders, both internal and external, to research and evaluate new technology and processes to meet current and future business needs.
  • Partner with stakeholders, ensuring projects are delivered on time and on budget, while meeting business needs and deadlines.
  • Oversee the implementation and configuration of new and upgraded systems (patches and releases). Run tests to ensure that systems meet success metrics. Provide documentation and training as needed.
  • Review, analyze and document ACD and IVR call flow modifications and functionality to meet changing business initiatives.
  • Stays informed of technology industry trends and solutions with ability to analyze for possible application in our environment.

Qualifications

Minimum Requirements

  • Bachelor’s degree in Computer Science/MIS or the equivalent of education and work experience, including a minimum of 2 years providing administration in a Cisco voice solution environment:
  • Cisco Call Manager
  • Cisco Unified Communication Customer Care Center Express (UCCX)
    • Including Chat, ACD, IVR call management systems
  • Technical knowledge of Active Directory, Windows desktop and server operating systems.
  • Strong interpersonal, oral and written communications skills.
  • Experience in all phases of systems implementation, including analysis/design, development, documentation, testing, and support is required.
  • Demonstrated ability and willingness to investigate, diagnose, and solve complex problems quickly is required.
  • Excellent interpersonal and communication skills, ability to operate in a cross cultural and complex matrix environment, and ability to build consensus across functions.
  • Adaptable, open to change and able to work in ambiguous situations and respond to new information or unexpected circumstances.

Desired Characteristics

  • Experience with the following platforms and related systems integration:
  • Calabrio Workforce and Quality Management
  • Five9 Cloud-based Contact Center Solution
  • Microsoft Dynamics CRM

Physical Requirements

  • Ability to work in an office setting, operate telephony devices, and a computer.

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Exact Sciences is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. The Company’s affirmative action program is available to any applicant or employee for inspection upon request. 

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