Posted in General Business 23 days ago.
Type: Full-Time
Location: Orlando, Florida
Nemours is seeking a Voice Analyst (Telecom Support), to join our Nemours Children's Health team in Orlando, Florida.
The Voice Analyst is a technical role providing operational support for the Cisco Unified Call Center and IP based phone system for the Nemours Enterprise. Nemours is in the process of migrating to Teams Voice external dial for remote telecommuter Associates replacing Cisco Jabber. Nemours is evaluating Cloud Contact Center platforms and migrating off the on-premises Cisco Unified Call Center. The primary responsibility of this role will be to focus on assisting with the implementation of these new platforms, leveraging the new technology to advance workflows and improve patient family experience. Providing support for break/fix of the existing Cisco environment and future voice platforms is part of the daily responsibilities. The Voice Analyst will provide direct end user support for voicemail, call routing, Cisco IP phone configuration, and call center support. This position will perform upgrades, testing/configuring devices, support new workflow designs and participate in on call rotation for after hour's escalation. Experience with voice technologies is desired specifically with Cisco CUCM, Unity Connection, UCCE, Microsoft Teams Voice and/or cloud contact center platforms.
As Nemours moves forward with a modernization initiative around voice technologies, the ability to embrace change and learn new voice technology is required.
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