The Senior Call Center Analyst will be a key contributor in project planning, software administration, and support to the DFCI telephony systems with an emphasis on call center technologies. This will include the implementation of telephony applications pertaining to the Avaya PBXs and adjuncts including Avaya Communications Manager, Session Manager, Avaya Enablement Server (AES), Call Management System (CMS), CMS Supervisor, CC-Elite, Aura Messaging, and Avaya Workforce Optimization Select (AWFOS) to support DFCI main campus and satellite locations. This position will continuously work to enhance the call center telecom infrastructure and provide day-to-day support in a multi-tasking environment.
Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.
PRIMARY DUTIES AND RESPONSIBILITIES:
Prepares ad hoc and scheduled call center metric reports and analyses
Provides Tier-2 and Tier-3 support for all PBX maintenance and technical support issues to include all voice adjunct systems
Creates comprehensive work and call flows utilizing Call Vectoring, Vector Directory Numbers (VDN), and skills/split based routing configurations
Documents the customer journey in all call center scenarios,?? including change requests and trouble resolutions
Interfaces with patient facing Welcome Center team management for call center telephony solutions
Works with Network Engineering team to troubleshoot network issues related to voice technologies
Provides backup to Technical Services Coordinator for call accounting system programming and reporting.
Utilizes ServiceNow and Aware centralized ticketing systems
Provides 24-hour on-call support for Telecommunications on a rotating basis
Maintains confidentiality at all times
May be required to perform outside normal job areas at discretion of supervisor in the interest of a safe hospital environment
At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.?? As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.?? Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Strong verbal and written communications skills are required and must be able to communicate effectively with all levels of staff
Proficient research, analytical, and problem resolution skills
Ability to understand, interpret, and adhere to established standards, procedures and guidelines
Must be able to organize and prioritize work to meet deadlines and service commitments
Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to under-served members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.