The reasons to work at MultiCare are as unique as the people who do. Join us for the professional challenges you seek. In the settings you prefer. With schedules that fit your life. Learn more at www.multicarejobs.org
Position Summary: Candidates must have hands on experience with the latest Contact Center Technologies. Acting as a subject-matter expert in the Enterprise Contact Center Domain for Cisco Unified Contact Center Platform, Call Routing and Cisco Finesse. Works closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and with Call Center Leadership and Project Management teams in the implementation of solutions. Supports daily operations interfacing with business leaders to crosswalk the technology to real world solutions and metrics.Works closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with Call Center Leadership and Project Management teams in the implementation of solutions-Analyzes requirements, developing detailed designs for implementation of technical work, defining implementation and testing procedures.-Designs the Call Center caller experience for CTI and speech-enabled applications.-Creates and designs effective user interface designs including call flow, dialogues, functional logic, prompts, and reporting dashboards.-Partners with the Development team to drive successful implementation of Omni-channel Call Center design specifications. Resolving any implementation issues that affect the design and overall user experience.-Analyzes the performance of the user interface with regards to metrics and caller experience, and recommend specific changes to improve Client satisfaction and transaction completion.-Provides in-depth technical knowledge and troubleshooting skills for Call Center applications and Contact Center Routing.-Educates Business Units on best practices around speech applications, Call Routing and gain consensus on the design, prompting and overall call flow.-Delivers Call Center user interface design documentation aligning backend interfaces to support business functionality and application development-Facilitates the coordination of Contact Center projects by acting as the liaison between the business users/stakeholders and various systems groups-Adheres to MHS Attendance and Punctuality Policy and Procedure standards, and maintains reliable attendance-Contributes to the success of the organization by meeting organizational competency expectations and core values (respect, integrity, stewardship, excellence, collaboration and kindness), continuously learning, and by performing other duties as needed or assigned-Act as implementor and have accountability for implementing & maintaining a Contact Center as a Service-Act as administrator in system architecture and maintenance of the CCaaS system in an omnichannel call center environment-Troubleshooting of system incident tickets to resolve system issues and management of CCaaS Care tickets and issues-Management of the core system processes, including IVR and call flow setup, daily campaigns, users and queues, etc.-Engages in the larger group responsible for the CCaaS system by providing adequate support through a growing business and providing insights for process improvements.-Experience with AI contact center technologies.
Minimum Requirements: 5 years industry experience in IVR Voice User Interface design and Self Service solutions 5 years experience in Telecommunications, implementing, operating, maintaining or using (as a super user) systems in an enterprise setting. Experience in multiple Contact Center Technology domains including IVR, CTI, Call Routing, Workforce Management, Call Recording, and VoIP Technologies Experience working on full lifecycle new development projects (products that are being developed from scratch) to demonstrate an understanding of business and technical needs, and roles Experience in developing call flows for complex applications including data driven interactions and Contact Center routing of calls, email and web chat interactions Experience reviewing and analyzing Contact Center solutions; making suggestions for design improvements and strategy roadmaps.
Education/Licenses/Certifications: Bachelors degree; in business, healthcare, or Information Technology preferred; experience in Enterprise Contact Center technologies may be substituted. Technical certification (CCNA-Voice, CCNA-Collaboration etc.) or comparable experience Current Washington State Drivers License; and proof of a safe driving record (which meets established MHS Standards) obtained by a motor vehicle report from the appropriate state
Position Type: Full-Time Regular Full Time Employee: YesPrimary Shift: Day Work Schedule: Day Shifts
MultiCare is a not-for-profit health care organization with more than 20,000 team members, including employees, providers and volunteers. MultiCare has been caring for our community for well over a century, since the founding of Tacoma’s first hospital and today is the largest community-based, locally governed system of health in the state of Washington, serving communities across Washington and Northern Idaho.
MultiCare’s comprehensive system of health includes numerous primary care, urgent care and specialty services — including Mary Bridge Children’s Hospital & Health Network; MultiCare Indigo Urgent Care; Pulse Heart Institute; MultiCare Medical Associates, affiliated physicians; MultiCare Rockwood Clinic, the largest multispecialty clinic in the Inland Northwest region; and MultiCare Connected Care, our Accountable Care Organization.
Eleven hospitals complete the organization: Allenmore Hospital, Auburn Medical Center, Capital Medical Center, Covington Medical Center, Deaconess Hospital, Good Samaritan Hospital, Mary Bridge Children’s Hospital — the Puget Sound region’s only children’s hospital and state-designated Level II Pediatric Trauma Center for Western Washingt...on — Navos Behavioral Health Hospital, Valley Hospital, Tacoma General Hospital — which is home to the South Puget Sound region’s only Level IV Neonatal Intensive Care Unit — and Wellfound Behavioral Health Hospital.
Our core values of Respect, Integrity, Stewardship, Excellence, Collaboration and Kindness, serve as our guiding principles and impact every aspect of our organization, including how we provide patient care and what we expect from each other.
MultiCare is also proud of our commitment to workforce diversity and culturally competent care. This commitment is led by our CEO and supported through employee education and community outreach.