The Principal Application Analyst for the Voice of Customer (VoC) Team will provide advisory support to all enterprise contact centers and CDH partners regarding utilization and configuration of VoC applications, including Touchpoint Quality, Knowledge Management and Survey Feedback. VoC applications allow the organization to measure the customer experience, identify what impacts them the most, and develop tactics to strategically improve and respond. Stability of VoC tools is necessary to manage business processes and provide actionable data to leaders for decision making.
* Responsible for design, development, monitoring, administrating, and reporting on the technologies for VoC capabilities. Duties include:
* Design and Development: Lead the design, development, customization, implementation, and support of VoC applications to enhance customer experience.
* Configuration: Design and deliver initial and ongoing configuration for VoC applications as their footprint expands.
* Performance Monitoring: Monitor performance, data integration, and application stability, ensuring validity and accuracy of data output.
* Routine Maintenance: Perform routine maintenance tasks and support on/off hours maintenance.
The Application Administrator will provide advisory support to all enterprise contact centers regarding utilization and configuration of contact center applications, specifically Enterprise Workforce Optimization (WFO) solutions and will serve as the overall product expert for the organization. WFO applications allow the organization to measure the customer experience, identify what impacts them the most, and develop tactics to strategically improve and respond. Stability of WFO tools is necessary to manage business processes and provide actionable data to leaders for decision making.
Responsible for design, development, monitoring, administrating, and reporting on the technologies for the Enterprise Contact Center. Duties include but are not limited to:
• Leads the design, development, customization, implementation and support of IVR applications on the Contact Center Portal and outbound dialers. Makes recommendations and designs IVR applications that creates a positive customer experience. Frequently works with contact center platforms and technologies.
• Daily call list loading, consistent monitoring of intra-day dialer and agent activity, as well as campaign reporting.
• Monitor performance, daily data integration, validity of output, and coordinate the care and on/off hours maintenance of the applications.
• Must be able to accurately assess and resolve basic issues surrounding call list management and agent interaction with the software.
• Performs routine dialer maintenance tasks.
• Represents the first point of contact for reporting and fixing any issues regarding the contact center and will work closely with supervisors and agents to maintain consistent call delivery.
• Customizes IVR environments using required software such as Core JAVA and VXML or others.
• Develops applications that can retrieve data using various databases such as Oracle 9i and SQL Server 7.0.
• Designs and validates dialing rules meet FCC regulations for all dialing campaigns.
• Designs and delivers initial solution configuration and ongoing configuration as Enterprise WFO footprint expands.
• Monitors adapters and feeds to ensure they are working properly and engages Enterprise Systems partners to resend if necessary.
• Completes model validations to ensure data output is valid and accurate between source and WFM/QM software.
• Responsible for managing all IVR projects from inception to implementation and post cut-over support.
• Responsible for overall design, expansion, and enhancements of IVRs related to generating new revenue streams.
• Independently designs and deploys new applications with other I.T. systems integration for voice technology services and outbound dialers.
• Assists with upgrades, fixes, patches and maintains the lab environment in order to execute testing/user acceptance testing.
• Participate in on-call rotation
The Application Administrator also assists with ongoing data integration as new customers or work types are identified.
Bachelor's degree and 8 years' experience in contact center, business analysis, business administration, engineering, information science, health or science related field. Master's and 6 years' experience in business analysis, business administration, engineering, information science, health or science related field preferred. Has experience with modern Contact Center Applications. Has experience with leading workforce management and quality monitoring applications.Certified in vendor application design, build, configuration and testing, as applicable.
This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position.Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program.
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