2476 Swedesford RdSte 150, Malvern, Pennsylvania, 19355-1456, United States of America
Senior Analyst, CCaaS
General Purpose of the Job
The CCaaS (Call Center as a Service) Sr Analyst is a technical lead role working with cross-functional departments and multiple call centers to implement and support complex contact center solutions. This role work with cross-functional departments and multiple call centers to implement and support contact center solutions. The Senior Analyst will build, scale, and maintain the platform while partnering with Project Managers, Engineers, IT, and other Business Stakeholders across the Village to achieve desired strategic outcomes.
The position is responsible, at various levels, for working with IT leadership to engage stakeholders in gathering user requirements, defining system functionality, and developing solutions on the CCaaS platform and integrated CRM systems. This role will be responsible for all phases of intake, ranging from requirements, design, build and deployment.
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Essential Duties and Responsibilities
Collaboration and partner / customer management
- Work directly with stakeholders & customers across multiple call-centers.
- Serve as a central point of contact with BPO partners for all data, reporting, and user needs.
- Troubleshoot customer issues and provide resolution options and ongoing support to solve issues in the CCaaS quickly.
- Designing omni-channel call flows and integrations with back-end systems using application program interfaces (API).
- Manage and develop in platforms like NICE CXone, TalkDesk as well as deep understanding of integrations with CRM tools like ServiceNow, Salesforce and Siebel.
- Support, design, build and deploy call flows, skills-based routing for voice, chat, email and SMS contact center technology.
- Create or update IVR's, call flows, and routing development.
- Demonstrated experience in analyzing call center data, KPIs, and performance metrics to derive insights, identify trends, and recommend strategies for operational improvement.
- 4-6 years' experience in administration of CCaaS.
- Associates Degree of Apprenticeship required.
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
- Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
- Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
- Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.
At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed Diversity & Belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and an affirmative action employer. As such, individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
Applications are accepted on an ongoing basis.
Salary/ Wage Range
$62,200.00 - $91,300.00 / year
Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits