This is not an IT position!
Cisco Systems Specialist
The Cisco Systems Specialist reports to Plan Operations Systems Lead and is responsible for supporting Plan Operations’ strong commitment to serving members by supporting system related activities with a problem solving, solution driven, member satisfaction focus. This individual serves as the
primary resource for the Cisco Phone System within the Plan Operations call center, ensuring the overall telephony operations are working effectively
The Cisco Systems Specialist develops and configures telephony solutions, tests and documents enhancements of the phone system, administers system configurations, and creates reports and dashboards. Additionally, this individual supports other critical business systems including Salesforce and PeopleSoft, as well as corporate websites and critical business applications in quality assurance and system testing. This individual analyzes business processes and ensures effective system integrations with accurate data quality of plan information and member benefits eligibility to provide on-going recommendations for continuous improvement, increased operational effectiveness, and improved testing efficiencies.
The Ideal Candidate Possesses :
a bachelor’s degree and 3 to 5 years experience;.
strong demonstrated knowledge of Cisco Phone Systems and how it relates to the user experience within a Call Center
hands on experience using Cisco UCCX Administrator, Cisco Quality Manager, and Cisco Historical reporting and Cisco Finesse, Cisco certification a plus
demonstrated knowledge of using
Salesforce(huge plus) and having some practical experience in administration, application configuration, and reporting and testing;
strong demonstrated knowledge of Microsoft Office Applications including Excel and Access, Word, and Teams;
experience with quality assurance and system testing;
excellent analytic and system literacy skills with an ability to review, analyze, and make necessary recommendations; and
excellent verbal, written, and interpersonal communication skills.
The Ideal Candidate Strongly Desires to Serve our client with an Ability to:
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