Hybrid-Baltimore City location

Great benefits package, including generous paid time off and tuition reimbursement

SUMMARY

The Contact Center Technology Specialist will report to the Director of Patient Access Specialty Services and will be responsible for the administration, implementation, maintenance and support of the Johns Hopkins Patient Access contact center technologies. This role will spend a large portion of their efforts supporting the team on incidents, service requests, and moves/adds/changes for our various platforms. This role will assist in the maintenance of existing systems and development of new technologies such as the IVR (Interactive Voice Response), Workforce Management, Avaamo, CRM, TRACE, and Speech Analytics. This role will also be expected to interact with end users, their leadership, and vendors.

This position is responsible for providing secondary and in some cases, primary-level support for issues impacting contact center technology, coordinating resolution and communicating the business impact. Responsibilities include designing functional enhancements, coordinating team partners to implement solutions, designing and building reports, and conducting system tests and upgrades.

ESSENTIAL FUNCTIONS

• Distributes and manages agent log-ins and extensions. Updates Telecom databases to ensure proper inventory.
• Audits and manages user accounts in Virtual Observer.
• Performs onboarding and offboarding activities for all technical aspects of PAS operations to include MS Teams, Sharepoint, OneDrive, email distribution lists.
• Supports moves, adds, and changes across Patient Access platforms.
• Maintains workqueue of incidents and service requests.
• Proactively monitor the stability and performance of various Contact Center technologies and take appropriate corrective action.
• Problem solves issues impacting the department and recommends solutions.
• Collaborates with internal JH staff (Telecom, IT) and external vendors (Avaya, Five 9s) to analyze/resolve issues and implement enhancements.
• Manages projects under the guidance of the Director of Specialty Services.
• Communicates business impact to management staff.
• Participates in development of new Contact Center as a Service (CCaaS) technologies.
• Performs system testing for enhancements.
• Implements third-party integrations and trouble-shoots issues with those integrations.
• Develops and maintains proper documentation regarding system functions and standard operating procedures for Patient Access platforms.
• Assists with the creation and maintenance of a document library of existing program call flows/designs and other relevant technology processes related to Contact Center solutions and interfaces.

• Documents detailed change implementation plans and procedures.

QUALIFICATIONS

Work Experience:

• Requires a minimum of two years of related experience in a contact center, similar customer service environment, or comparable technology experience.

Education:

• Bachelor’s Degree within technology field required. Applicable work experience may be substituted for the educational requirement.

Knowledge, Skills, and Abilities:

• Strong analytical ability and problem-solving skills to troubleshoot complex associated with contact center technologies (Avaya CMS Supervisor, Avaya Agent for Desktop, Virtual Observer, etc.).
• Excellent customer service skills.
• Strong verbal and written communication skills to communicate with both technical/non-technical staff, leadership, stakeholders, and vendors.
• Thorough knowledge/understanding of all Microsoft 365 technology platforms (Teams, SharePoint, Visio, Excel, etc.).
• General knowledge of contact center technologies (e.g., call recording, IVR, etc.) and contact center terminology.
• General understanding of contact center operational processes workflow documentation skills
• General project management skills.
• Knowledge of contact center policies and procedures, testing and quality assurance principles/practices.
• Ability to work independently, manage multiple projects, and meet scheduled time frames.
• Ability to listen and communicate verbally.

Important Notices:

***Effective January 1st 2022, you must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of your vaccination status as part of your new employee pre-boarding. Exceptions to the COVID-19 vaccination requirement may be granted for medical reasons and religious beliefs. Requests for medical exceptions must be submitted at your occupational health screening. In the wake of the COVID-19 pandemic, the Johns Hopkins Health System remains committed to providing the highest quality care for our patients and our communities.

***Authorization to Work in the United States: Applicants who require sponsorship now or in the future will not be considered for this position.