• Connection Center Technology Specialist

    Dignity Health (Phoenix, AZ)


    Responsibilities

    The Connection Center Business Analyst is responsible for the administration and support of the LiveOps Connection Center Telephony platforms (UCCE/Zoom) and other system applications including CRM, EHR, and Google Workspace. This role involves analyzing business needs, gathering customer requirements, leading focus groups for the design and configuration of call flows and other customer interaction channels, and managing project implementation and documentation. The goal is to enhance the efficiency of Connection Center operations, service delivery, and overall financial performance.

     

    Daily responsibilities include managing the ticketing queue, monitoring customer incident chats, and supporting Connection Center management reporting. The analyst fosters a culture centered on human kindness and patient-focused care, in alignment with Dignity Health and the medical group’s values.

     

    The role also includes comprehensive system management—performing analysis, design, development, and documentation of analytics and reports. The analyst must understand the business impact of technical issues, enabling them to accurately assess incident severity and coordinate with IT teams to resolve a wide range of technical problems. This includes support across Telephony (UCCE/Zoom), Salesforce, EHR systems, and other third-party applications used within the Connection Center.

     

    + Responsible for managing and administering the Connection Center Telephony (UCCE/Zoom) and other Systems platform to ensure Connection Center service delivery operational goals are met.

    + Partners with the business to enhance the Connection Center Telephony (UCCE/Zoom) platform functionality in the following areas: Telephony call routing; Routing of other communication channels / work items including voicemail, email, CRM(Saleforce) work item, SMS text, chats, and call back requests in the Connection Center platform; Call recording; Speech and text analytics; Workforce management integration; Reporting and dashboard

    + Acts as a support liaison with Connection Center Telephony (UCCE/Zoom) platform, other Connection Center technology vendors, corporate IT functions, ensuring that the organization's needs are met in a timely and accurate manner.

    + Day to day interactions with user community and works consistently with all levels of the Business and IT Stakeholders as it relates to Project Support, Incident Management, Request fulfillment, Problem Management and Project Delivery of medium to highly complex enterprise scale projects. Seeks opportunities for improvement in adherence to OLA's and Customer Satisfaction.

    + Maintaining the ticket queue, incident chats and resolving/escalating as needed.Possesses a deep knowledge of all aspects of desktop and application services used within Connection Center.

    + Act as liaison between Connection Center and other team (Network, IT,Telephony, Vendors) in resolving customer issues on individual and large scale.

    Qualifications

    Minimum:

    + CompTIA A+ Certification (A-PLUS)

    + Minimum three years of related work experience or equivalent training education

    + 2-4 years of experience in the service industry

    Preferred:

    + Associates Degree in Information Technology

     

    Overview

     

    Hello humankindness (https://hellohumankindness.org/)

     

    Dignity Health Medical Group is the employed physician group of Dignity Health Arizona. Dignity Health Medical Group (DHMG) employs approximately 200 providers and 500 support staff that cover a wide variety of specialties. The medical group has had tremendous success over the past few years and now provides more than 73 sub-specialty services. The physicians provide clinical services in their areas of specialty and many serve in pivotal academic research and leadership roles.DHMG is also heavily involved in preparing tomorrow's healthcare providers. Clinical services are complemented with translational and bench research to augment medical education for residents and students.

     

    If you are committed to social justice, health equity, and prepared to deliver care in new, innovative ways, you belong with us.

     

    _For the health of our community. We are proud to announce that we are a tobacco-free campus_

    Pay Range

    $30.55 - $44.30 /hour

     

    We are an equal opportunity/affirmative action employer.