Contact Center Analyst

MINIMUM REQUIREMENTS:

Education & Experience:

Bachelor's degree and eight years of relevant experience or combination of education and relevant experience.

Knowledge, Skills and Abilities:

• Strong capabilities in the following: Support of Avaya/Cisco Contact center technologies, data mapping, visio, issues analysis and recommendations, documentation skills, test scripts development, functional analysis, coordination of user acceptance and sign-off, business process improvement, fit/gap analysis, requirements documentation and process flow charting, presentation of options and solutions facilitation.
• Strong understanding of the components of contact center technologies and telephony solutions.
• Strong understanding of the software development life cycle.
• Strong verbal and written communication skills.
• Ability to work effectively and collaboratively with minimum direction.
• Ability to establish effective, ongoing relationships with clients, staff and management.
• Ability to manage multiple competing priorities and work under pressure in high stress situations.

Certifications and Licenses:

None

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.

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

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

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.

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.