University of California - Irvine Health

Incumbent is technical leader serving as a subject matter expert (SME) and primary contact with a high degree of knowledge and expertise in managing and providing technical support for the GENESYS Cloud-based platform, Avaya, VoIP, and ACD line routing.. Minimum 3+ years of hands-on experience working with the GENESYS Cloud platform, including administration, configuration, and troubleshooting. Demonstrated experience configuring call flows, call routing techniques, and testing within the Genesys Cloud platform, Cloud Architect Call Flow, API, and Outbound Dialing. Proven ability as a technical resource with cloud-based telephony platforms, VoIP technologies, and related protocols providing advice and counsel. For more information, please contact UCI's Employee Experience Center (EEC) at [emailprotected] or at (949) 824-0500, Monday - Friday from 8:30 a.m. - 5:00 p.m.

business systems analyst

Updated: Mar 29, 2024 Location: Orange Job Type: Department: PAC Auth Administration UC Title: BUS SYS ANL 4
Position Number: 41078942
Reports to: Patient Access Services Mgr 3
Working Title: Business Systems Analyst 4
Cost Center: PAC Auth Administration (428574)
Bargaining Unit: No Bargaining Unit
FLSA: Exempt
Date Created: 3/26/2024
Job Code: 000657
Hours: 40
Shift: Day Shift
FTE: 1
Position Summary:
Incumbent is technical leader serving as a subject matter expert (SME) and primary contact with a high degree of knowledge and expertise in managing and providing technical support for the GENESYS Cloud-based platform, Avaya, VoIP, and ACD line routing. Applies advanced analysis and concepts overseeing processes, day-to-day operations, system integration, implementation, administration, troubleshooting, and maintenance, as well as call flow configuration, call routing techniques, and testing. Works collaboratively with vendors, supports development of routing phone lines, and manages the Service Now work queue. Requires problem solving, selecting appropriate methods to evaluate criteria to obtain results, and applying advanced knowledge, analysis, and concepts to define scope and objectives, complex data and system management, and formulating strategy. Generates reports associated with operations from various sources in varied formats; performs highly complex analysis of business and user needs; researches and provides recommendations for system needs, requirements, and improvement initiatives; initiates and oversees process and procedures changes; and develops and provides advanced support and training for end users. Must be available to provide support during off hours, including weekends/evenings/holidays, as needed.
Total Compensation
In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our:
Compensation practices ( https://www.hr.uci.edu/partnership/totalrewards/compensation.php ) and
Benefits ( https://careersucirvine.ttcportals.com/pages/benefits ).
Salary Range:
Annual Rate Minimum $90,500.00 Midpoint $130,100.00 Maximum $169,700.00
Required Qualifications:
Strong skills in Microsoft Office (Outlook, Word, Excel, and Power Point)
Excellent verbal and written English communication skills
Ability to maintain a work pace appropriate to the workload
Bachelor's degree in a relevant field (e.g., Telecommunications, Computer Science, Information Technology) or equivalent practical experience
Minimum 3+ years of hands-on experience working with the GENESYS Cloud platform, including administration, configuration, and troubleshooting
Genesys Cloud Certification
Strong problem-solving, critical thinking, and analytical skills, with the ability to quickly identify and resolve complex technical issues
Demonstrated experience configuring call flows, call routing techniques, and testing within the Genesys Cloud platform, Cloud Architect Call Flow, API, and Outbound Dialing
Advanced knowledge of process analysis, system analysis and methodologies and practices, and design
Advanced skills and methodologies associated with process and software design, modification, and implementation
Proven ability as a technical resource with cloud-based telephony platforms, VoIP technologies, and related protocols providing advice and counsel
Ability to balance and prioritize multiple projects
Working knowledge of contact center statistics, such as call volumes, AHT, SLAs, and other important operational data points
Strong understanding of security and regulatory requirements in the telecommunications industry
Demonstrated ability to design, set up, and manage internal processes and protocols
Demonstrated ability to work autonomously on projects, from conception to completion, with minimal direction
Demonstrated ability to effectively communicate technical information to technical and non-technical individuals
Proven ability to effectively organize, prioritize tasks, meet deadlines, and multi-task in a fast-paced environment
Proven ability to adapt to change in priorities and direction as business needs dictate
Strong interpersonal skills for effective collaboration with a broad range of professional and technical staff and build relationships with stakeholders across the Health system, including internal and external partners
Must be available to provide support during off hours, including weekends/evenings/holidays, as needed
Must possess the skill, knowledge and ability essential to the successful performance of assigned duties
Must demonstrate customer service skills appropriate to the job
Preferred Qualifications:
Experience in developing and implementing best practices, policies, and procedures for telecommunications management
Conditions of Employment:
The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:
Background Check and Live Scan
Legal Right to Work in the United States
Vaccination Policies
Smoking and Tobacco Policy
Drug Free Environment
The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.
California Child Abuse and Neglect Reporting Act
E-Verify
Pre-Placement Health Evaluation
Details of each policy may be reviewed by visiting the following page: https://hr.uci.edu/new-hire/conditions-of-employment.php
Closing Statement:
The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.
We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact UCI's Employee Experience Center (EEC) at [emailprotected] or at (949) 824-0500, Monday - Friday from 8:30 a.m. - 5:00 p.m.
Physical, Mental, & Environmental Demands
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation. Share: mail Apply for this Job #J-18808-Ljbffr

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