IT Infrastructure - Contact Center Service Delivery Analyst

🔍 Business Affairs: University IT (UIT), Stanford, California, United States

📁: Information Technology Services

📅   : Oct 31, 2024 Post Date

📅   : 105082 Requisition #

JOB PURPOSE:

We are seeking a skilled Cisco UCCE Service Delivery and Tier 2 Support Analyst to join our dynamic team. This role involves providing exceptional technical support and service delivery for our Cisco Unified Contact Center Enterprise (UCCE) systems. The ideal candidate will possess strong analytical skills, a deep understanding of Cisco technologies, and a commitment to ensuring customer satisfaction.

Capture and model/map business requirements, and work with business partners to understand directions and priorities to assure the delivery of quality solutions. Serve as project leader on small to medium-sized projects or on a portion of a larger project, as Assigned.

CORE DUTIES:

Technical Support: Provide Tier 2 support for Cisco UCCE environments, troubleshooting and resolving issues related to call routing, system performance, and user functionalities. Participate in an on-call rotation schedule.

Service Delivery:

Ensure timely and effective delivery of services according to established SLAs, working closely with internal teams and external stakeholders.
Act as a single point of contact between UIT and the clients
Collaborate with business partners to gather requirements and identify gaps between requirements and the application. Assist business partners with determining deliverables, creating as-built documentation, system test plans, identifying test scenarios, managing user-acceptance testing and conducting production roll out of resolution.
Assist with initial determination of the feasibility of requests and ensure user requirements are thoroughly and accurately documented in accordance with standard techniques and best practices.
Interact with team members, the user community and others on an ongoing basis to ensure accurate identification and delivery of business requirements.
Make formal recommendations, and write application specifications, including conversion, upgrade and interface routines.

Monitoring and Maintenance: Monitor system performance and proactively identify potential issues; perform regular clean up efforts and maintenance tasks to ensure best-practices and optimal operation of UCCE systems.

Documentation: Create and maintain detailed documentation of Contact Center configurations, support procedures, and incident reports to facilitate knowledge sharing within the team.

Collaboration: Work closely with internal UIT teams including Tier 1 support, engineering teams, and client teams to resolve complex issues and implement applicable Contact Center enhancements.

Training and Support: Assist in training other team members and client-side users on UCCE functionalities, providing guidance and support as needed.

Reporting: Generate/Analyze reports on Contact Center performance, incident resolution times, and customer satisfaction to inform management decisions.

MINIMUM REQUIREMENTS:
Education & Experience:

Bachelor’s degree in Computer Science, Information Technology, with 3+ years of experience with Cisco UCCE Contact Center

Knowledge, Skills and Abilities:

Technical Skills: Strong hands-on knowledge of Cisco UCCE, Cisco CallManager, and related technologies. Familiarity with VoIP, SIP, and call center operations is essential.
Analytical Skills: Proven ability to analyze and troubleshoot complex problems and provide effective solutions under pressure.
Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
Customer Service Orientation: Strong commitment to delivering high-quality support and maintaining positive relationships with clients.

Certifications and Licenses:

Certifications (e.g., CCNA, CCNP) are a plus.

PHYSICAL REQUIREMENTS:

Constantly perform desk-based computer tasks.
Frequently sit, grasp lightly/fine manipulation.
Occasionally stand/walk, use a telephone.
Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.

WORKING CONDITIONS:

Work extended hours.

WORK STANDARDS:

Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide http://adminguide.stanford.edu.

This is a hybrid-eligible position

The expected pay range for this position is $126,033 – 135,000 per annum.

Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford’s extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.

Why Stanford is for You

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

Freedom to grow. We offer career development programs, tuition reimbursement, or course auditing. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
Discovery and fun. Stroll through historic sculptures, trails, and museums.
Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact Stanford University Human Resources by submitting a contact form.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

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