UC Contact Center Data Analyst - Remote

Job Description

UC Contact Center Data Analyst

3+ Months

Remote

The Unified Communications Contact Center Data Analyst is a high-level analyst responsible for working with the direction of IT leadership, Clinical Affairs, and the Enterprise Data Warehouse teams to deliver streamlined customer journeys for the contact center business. Reporting to the Associate Director of Unified Communications, this position will simultaneously manage multiple project tasks related to the project.

Tasks & Services Required

• Partner with Unified Communications IT leadership and Senior Data Analysts to deliver assigned project tasks with the utmost quality and timeliness. 
• Interact with upper-level IT management, leads, engineers, and architects to ensure efficient, sustainable, repeatable, and predictable processes. 
•  Assume technical lead role in Cisco Call Manager (CUCM) and Enterprise Contact Center (PCCE) Data Table references, analyzing and clarifying the purpose/usefulness of each data field.
•  Maintain effective external relationships with cross-functional teams, consultants, and service providers. Leverage these relationships to ensure that the enterprise's best-fit solutions and resources are available. Where necessary, work with solution vendors during installations and deployments.
• Support the Unified Communications IT vision deliverables by implementing viable technologies, ensuring compatibility with the existing environment, and acting as a technical resource for peers and managers within the Unified Communications IT team
• Performs other duties as assigned

Minimum Skills Required

• PSTN (PRI/SIP) call setup and data flow  
•  Cisco Unified Communications Manager and Contact Center Enterprise (or Packaged)
• Cisco Unified Communications Manager and Contact Center Database Schema and group
•  Contact Center integrated technologies, i.e., CUBE, Cisco SME Cluster
• Firewalls

Minimum Knowledge and Abilities

• Experience with Cisco UCM, ICM/Contact Center Enterprise database tables, groups, rules, and field values
• Experience in functioning within a matrixed organization as a project team member, accountable for project deliverables and timelines
• Excellent documentation, presentation, and problem-solving skills
• Excellent communication skills and client-facing skills

Preferred Qualifications

The Unified communications analyst will support the following technologies:

• Cisco Unified Communications Manager
• Cisco Unified ICM/Contact Center Enterprise and Contact Center Express
• Cisco Unity Connection  
• Verint, Bucher & Suter Connector, Salesforce Service Cloud
• Jabber, SIP Phones, video phones, and other collaboration endpoints
• Cisco gateway routers and other SIP-enabled gateways and endpoints 
• Conducting performance and diagnostic testing of data fields

Qualifications

UC Contact Center Data Analyst

3+ Months

Remote

The Unified Communications Contact Center Data Analyst is a high-level analyst responsible for working with the direction of IT leadership, Clinical Affairs, and the Enterprise Data Warehouse teams to deliver streamlined customer journeys for the contact center business. Reporting to the Associate Director of Unified Communications, this position will simultaneously manage multiple project tasks related to the project.

Tasks & Services Required

• Partner with Unified Communications IT leadership and Senior Data Analysts to deliver assigned project tasks with the utmost quality and timeliness. 
• Interact with upper-level IT management, leads, engineers, and architects to ensure efficient, sustainable, repeatable, and predictable processes. 
•  Assume technical lead role in Cisco Call Manager (CUCM) and Enterprise Contact Center (PCCE) Data Table references, analyzing and clarifying the purpose/usefulness of each data field.
•  Maintain effective external relationships with cross-functional teams, consultants, and service providers. Leverage these relationships to ensure that the enterprise's best-fit solutions and resources are available. Where necessary, work with solution vendors during installations and deployments.
• Support the Unified Communications IT vision deliverables by implementing viable technologies, ensuring compatibility with the existing environment, and acting as a technical resource for peers and managers within the Unified Communications IT team
• Performs other duties as assigned

Minimum Skills Required

• PSTN (PRI/SIP) call setup and data flow  
•  Cisco Unified Communications Manager and Contact Center Enterprise (or Packaged)
• Cisco Unified Communications Manager and Contact Center Database Schema and group
•  Contact Center integrated technologies, i.e., CUBE, Cisco SME Cluster
• Firewalls

Minimum Knowledge and Abilities

• Experience with Cisco UCM, ICM/Contact Center Enterprise database tables, groups, rules, and field values
• Experience in functioning within a matrixed organization as a project team member, accountable for project deliverables and timelines
• Excellent documentation, presentation, and problem-solving skills
• Excellent communication skills and client-facing skills

Preferred Qualifications

The Unified communications analyst will support the following technologies:

• Cisco Unified Communications Manager
• Cisco Unified ICM/Contact Center Enterprise and Contact Center Express
• Cisco Unity Connection  
• Verint, Bucher & Suter Connector, Salesforce Service Cloud
• Jabber, SIP Phones, video phones, and other collaboration endpoints
• Cisco gateway routers and other SIP-enabled gateways and endpoints 
• Conducting performance and diagnostic testing of data fields

Additional Information

All your information will be kept confidential according to EEO guidelines.