Job description

We are opening a contact center in central Texas to provide direct patient access for scheduling and other services. To support this new service, we are seeking a Senior engineer who is responsible for project implementation and upgrades to existing Contact Center applications, as well as designing and implementing new solutions in support of enterprise level contact centers. This will be a hybrid onsite and remote role.

Essential Duties and Responsibilities:

• Manage and support the USRS contact center environments and cloud and on-premise voice platforms
• Work with contact center leaders to implement call workflows that meet business needs but also follow good technical principals and comply with US Radiology enterprise architecture
• Design and update contact center reports for contact center managers to provide the necessary knowledge to effectively manage contact centers and agent performance
• Support end user Telecommunications Hardware and Software such as soft phones and contact center agent tools
• Perform network and system performance testing and troubleshoot performance issues
• Manage telecom vendors to resolve issues with contact center configuration, reporting, and call quality issues
• Create and maintain network, contact center, and system documentation and diagrams
• Troubleshoot voice services for all LAN and WAN hardware components, and configure correct communication media segments
• Provide world class customer service and provide high quality, empathetic user support

Minimum Qualifications:
Education/Licensing/Certification:

• Bachelor’s degree in Computer Science or other technical discipline
• Cisco CCNA or Network+ certification preferred
• Certification on Contact Center platforms preferred (CCCM, CCCP, CCCE, CCCD)

Experience:

• Minimum of 10 years’ experience in a network and telecommunications support or engineering role
• Minimum 5 years managing contact center environments

Knowledge and Skills:

• Experience with multiple enterprise contact center platforms including Cisco Webex, Nice InContact, Genesys, Five9
• Experience with SIP communications and required network configurations to support SIP
• Experience configuring and supporting outbound dialing campaigns including Predictive/Preview/Auto dialers
• Experience troubleshooting connectivity issues on network devices, and internet connection
• Candidate should have the ability to focus on multiple tasks simultaneously and strong analytical skills will contribute to your success.
• Candidate must be an effective communicator, both oral and written and can manage demands with frequent changes or delays within a team environment.
• Proficient in analysis and problem solving, ability to work with other team and ability to assess customer needs and determining appropriate solutions.
• Demonstrated ability to understand and adhere to systems security and control procedures in accordance with departmental, vendor standards and regulatory bodies.
• Superior interpersonal skills with the ability to interface both internally and with the customer

U.S. Radiology Specialists is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

jjbodyshop.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jjbodyshop.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jjbodyshop.com is the ideal place to find your next job.