• Senior Call Center Analyst

    Dana-Farber Cancer Institute (Boston, MA)


    The Senior Call Center Analyst will be a key contributor in project planning, software administration, and support to the DFCI telephony systems with an emphasis on call center technologies. This will include the implementation of telephony applications pertaining to the Avaya PBXs and adjuncts including Avaya Communications Manager, Session Manager, Avaya Enablement Server (AES), Call Management System (CMS), CMS Supervisor, CC-Elite, Aura Messaging, and the institute's call recording system to support DFCI main campus and regional locations. This position will continuously work to enhance the call center telecom infrastructure and provide day-to-day support in a multi-tasking environment.

     

    Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

     

    + Prepares ad hoc and scheduled call center metric reports and analyses

    + Provides Tier-2 and Tier-3 support for all PBX maintenance and technical support issues to include all voice adjunct systems

    + Creates comprehensive work and call flows utilizing Call Vectoring, Vector Directory Numbers (VDN), and skills/split based routing configurations

    + Documents the customer journey in all call center scenarios, including change requests and trouble resolutions

    + Interfaces with patient facing Welcome Center team management for call center telephony solutions

    + Works with Network Engineering team to troubleshoot network issues related to voice technologies

    + Provides backup to Telecommunications Coordinator for call accounting system programming and reporting.

    + Utilizes ServiceNow and Maintenance Connection centralized ticketing systems

    + Provides 24-hour on-call support for Telecommunications on a rotating basis

    + Maintains confidentiality at all times

    + May be required to perform outside normal job areas at discretion of supervisor in the interest of a safe hospital environment

    + Bachelor’s degree in Telecommunications, IS, or equivalent combination of education and experience

    + 10 years of experience in administration, programming, and troubleshooting of Avaya Communications Manager telephony systems including G350/450, Aura Messaging, CMS, CMS Supervisor, Elite, AES, and AWFOS

    + Avaya Telephony certifications are desired

    + Proven experience supporting a mid-large call center environment

    + Experience working with Customer Relationship Management (CRM) platforms (e.g. Salesforce)

    + Proficient with Microsoft suite of office products (Microsoft Excel, Word, PowerPoint, and Visio)

    + Must be able to work independently as well as within a team and follow through on tasks with minimal supervision

    + Strong knowledge of VoIP, SIP, Call Detail Record (CDR), Call Recording, and softphone technology

    KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

    + Strong verbal and written communications skills are required and must be able to communicate effectively with all levels of staff

    + Proficient research, analytical, and problem resolution skills

    + Ability to understand, interpret, and adhere to established standards, procedures and guidelines

    + Must be able to organize and prioritize work to meet deadlines and service commitments

    + Excellent customer service skills required

    **SUPERVISORY RESPONSIBILITIES:** None required of this position

    **PATIENT CONTACT:** None required of this position

     

    At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

     

    Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.

     

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