[Hiring] Principal Application Analyst @Mayo Clinic

Role Description

Provide advisory support to all enterprise contact centers regarding utilization and configuration of contact center applications, specifically Enterprise Workforce Optimization (WFO) solutions and will serve as the overall product expert for the organization. WFO applications allow the organization to measure the customer experience, identify what impacts them the most, and develop tactics to strategically improve and respond. Stability of WFO tools is necessary to manage business processes and provide actionable data to leaders for decision making.

• Responsible for design, development, monitoring, administrating, and reporting on the technologies for the Enterprise Contact Center.
• Leads the design, development, customization, implementation and support of IVR applications on the Contact Center Portal and outbound dialers.
• Makes recommendations and designs IVR applications that create a positive customer experience.
• Frequently works with contact center platforms and technologies.
• Daily call list loading, consistent monitoring of intra-day dialer and agent activity, as well as campaign reporting.
• Monitor performance, daily data integration, validity of output, and coordinate the care and on/off hours maintenance of the applications.
• Must be able to accurately assess and resolve basic issues surrounding call list management and agent interaction with the software.
• Performs routine dialer maintenance tasks.
• Represents the first point of contact for reporting and fixing any issues regarding the contact center and will work closely with supervisors and agents to maintain consistent call delivery.
• Customizes IVR environments using required software such as Core JAVA and VXML or others.
• Develops applications that can retrieve data using various databases such as Oracle 9i and SQL Server 7.0.
• Designs and validates dialing rules meet FCC regulations for all dialing campaigns.
• Designs and delivers initial solution configuration and ongoing configuration as Enterprise WFO footprint expands.
• Monitors adapters and feeds to ensure they are working properly and engages Enterprise Systems partners to resend if necessary.
• Completes model validations to ensure data output is valid and accurate between source and WFM/QM software.
• Responsible for managing all IVR projects from inception to implementation and post cut-over support.
• Responsible for overall design, expansion, and enhancements of IVRs related to generating new revenue streams.
• Independently designs and deploys new applications with other I.T. systems integration for voice technology services and outbound dialers.
• Assists with upgrades, fixes, patches and maintains the lab environment in order to execute testing/user acceptance testing.
• Participate in on-call rotation.
• The Application Administrator also assists with ongoing data integration as new customers or work types are identified.
• Telecommuting permitted.

Benefits

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.

Company Description

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

• Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations.
• Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law". Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.