Infrastructure Analyst, Cisco Contact Center

1 month ago


Livonia, Michigan, United States Trinity Health Full time
Job Summary

We are seeking a highly skilled Infrastructure Analyst to join our team at Trinity Health. As a Cisco Contact Center Enterprise Support Specialist, you will be responsible for the administration and operations of our Cisco Contact Center Enterprise system.

Key Responsibilities
  • Provide technical support and troubleshooting for Cisco Contact Center Enterprise issues
  • Configure and customize contact center applications to meet specific business needs
  • Set up call routing rules, IVR systems, and agent workflows
  • Provide assistance to contact center agents and other users with basic system usage, configuration, and troubleshooting
  • Offer guidance on best practices and procedures for using contact center tools and applications
Requirements
  • Associates degree, bachelor's degree preferred and a minimum of three (3) to five (5) years of directly related experience with communications infrastructure (network/telephony) equipment and procedures or equivalent combination of education and experience
  • Considerable knowledge or three (3) to five (5) years of network infrastructure and/or telephony infrastructure with general knowledge in the other
  • Considerable knowledge or three (3) to five years of hands-on experience administering Cisco Contact Center Enterprise
  • Strong written and verbal communication skills to effectively interact with end users, technical staff and vendors of differing professional levels
Preferred Qualifications
  • ADDITIONAL KNOWLEDGE of Verint Call Recording, eGain Analytics and SPOK is a plus
Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. We integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve.

Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.



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