Patient Access Services Contact Center Technical Specialist

Position Summary:

The Contact Center Technology Specialist role 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, onboarding, offboarding, and moves/adds/changes for our various platforms. In addition, this role will be given opportunities to develop new technologies and work on complex projects. This may include helping our business refine new technologies relating to Quality Management, Workforce Management, Speech Analytics, IVR, and other software to achieve strategic business goals. This role will also be expected to interface with end users, so customer service skills are a must.

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. Additionally, may be responsible for planning and distributing work assignments, and assisting in the orientation, training and development of team members.

ESSENTIAL FUNCTIONS

• Strong analytical ability and problem-solving skills to troubleshoot complex associated with contact center

  technologies

  · 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.

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.

Salary Range: Minimum 30.53/hour - Maximum 53.44/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

The Hospital reserves the right to modify employee schedules as needed.

We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.